One day you discover that your business has been tagged by an angry customer on social media. Here’s how to proceed.
Hi, This is Roy.
Welcome to my next 1-minute message, designed
for short-attention-span people (like me).
(For those not familiar with this, here are short sound-bites
in business and internet marketing, in 1-minute format.)
Today’s message: How to Manage Negative Social Media Comments
- Respond right away, don’t delay. Timeliness is key, try to respond usually within one hour.
- Don’t delete, which may imply that you have something to hide.
- When responding, if possible provide an apology and a solution. Here is an opportunity to turn a disgruntled customer into an evangelist.
To view the entire article, click here (from lifehack.org and BeDigitalGiants.com).
Roy Nakamura is the founder and CEO of Horizon Web Marketing. Before becoming an Entrepreneur, Roy spent 25 years in Silicon Valley corporate finance, holding the position of CFO with multi-national corporations. He is a graduate of the University of Chicago Booth School of Business with an MBA in finance and also has passed the CPA exam. Additionally, Roy holds a BS in engineering and a Masters degree in journalism, and has board-level experience with United Way and Financial Executives International. In 2008 Roy was named “Business Person of the Year” by the Las Vegas Asian Chamber of Commerce.