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Respond – to compliments and complaints
If users in your social network are writing about your brand on fan pages or groups, take the time to respond to them. Say thank you for the free publicity and let the customer know you appreciate their support. Even if a customer is complaining about your company, it is still worthwhile to respond and try to sort out the issue. Studies show that when customers receive a personal response, they are more likely to become satisfied with the company. Social networking provides a great way to get in touch with disgruntled customers, smooth over the rough patches and hopefully regain their business.
If users in your social network are writing about your brand on fan pages or groups, take the time to respond to them. Say thank you for the free publicity and let the customer know you appreciate their support. Even if a customer is complaining about your company, it is still worthwhile to respond and try to sort out the issue. Studies show that when customers receive a personal response, they are more likely to become satisfied with the company. Social networking provides a great way to get in touch with disgruntled customers, smooth over the rough patches and hopefully regain their business.
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