Good Customer Engagement

How Good Customer Engagement Help To Avoid Social Media Negative Repercussions

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14.09.2021

Social media is one of the best ways for brands to create their footprints digitally. More than seventy-one percent of small firms are planning to make powerful social media strategies to target customers on a large scale.

However, it brings various concerns for businesses, both small and big. Actually, social media platforms help businesses to gain visibility, traffic, conversions, and sales to a great extent. One of the best parts about social media platforms is that your business can reach a large audience at the same time and the cost is also very affordable.

With 97% of consumers globally saying customer service is an important factor when it comes to brand loyalty, strategically managing customer reviews is becoming more important than ever.

Therefore, We Have Listed 11 Tips On How Good Customer Engagement Helps To Avoid Negative Social Media Repercussions

1. Give Thanks For Any Kind Of Interaction

From the moment the customer takes any time out of their daily lives to comment on your page, you should be satisfied.

Therefore, always thank the user who interacts on any of your pages on social networks. A criticism, compliment, suggestion, or any other type of comment should already be a reason to thank you.

2. Apologize If It’s The Company’s Fault

Not all negative comments on a page are necessarily the company’s fault. However, whenever the responsibility is your business, be sure to apologize to the consumer who is dissatisfied with a product or service.

Acknowledging your share of guilt is the first step in bringing the customer closer to your brand.

3. Don’t Argue Through The Comments

Since the comments are public, the idea is to always try to take the conversation to the most reserved channels, such as the social media chat itself.

Thus, in addition to preventing more people from checking the progress of the case, the customer is satisfied because he had a differentiated service after a bad experience.

4. Never Hide Customer Dissatisfaction

A very common mistake is deleting negative comments. In addition to ignoring a customer issue, you are not being honest with other customers.

In addition, he can go back to the page and start repeating reviews to get attention. Thus, a simple criticism turns into a total rejection of your business, which is much more harmful.

5. See Through The Customer’s Eyes

Another important exercise for those who need to deal with negative comments is to always try to put yourself in the customer’s shoes, which is not that difficult since we are all consumers at some point.

In this way, it is easier to see the source of the problem and, consequently, offer the most satisfactory solution.

6. Offer Complete Solutions

When contacting the customer—whether responding privately or even in comments—it’s critical that you do your best to resolve the issue, especially when it’s your company’s fault. So don’t try to stall your customers and ensure a positive experience to end dissatisfaction.

7. Get Benefit From Sales CRM:

Sales CRM or Customer Relationship Management is a strategy for managing the relationships and interactions of a company with its customers or potential customers. CRM systems enable companies to constantly interact with their customers, streamline their processes, and increase profitability.

8. Always Monitor Your Pages

Monitoring is an essential strategy within Digital Marketing and, when we talk about comments on social media, it’s no different. So always stay tuned to what users comment on your pages, regularly monitoring reactions and engagements. After all, you can’t respond when you don’t know what’s going on.

9. Avoid Arguing With The Customer As Much As Possible

Is the customer always right? However, it is not always necessary to be very careful when passing this information on to the consumer.

Therefore, even if the user makes a more aggressive comment, it is the company’s role to explain the situation in the best possible way, especially when the dissatisfaction is not the brand’s fault.

10. Don’t Focus On Promises, But On Deliverables

Nothing is more effective in worsening the relationship with a consumer who left a negative comment than promising something and not delivering.

So don’t focus on making promises to the customer and focus your energies and strategies on solving the customer’s problem, delivering much more than he expects.

11. Turn Negative Comments Into Improvements

In addition to following the tips that we listed above with good practices for relating to the consumer on social networks, large companies in the market are able to transform negative comments into improvements in their products or services. Knowing how to use criticism in favor of your business is an excellent competitive advantage.

For a long time, the consumer needed to call a service center or send their complaint on the company’s website.

Today, however, the customer has direct contact with the brands and is able to expose the problem he is experiencing to other users. Although it looks bad at first, this voice can help your business.

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Tags brand engagement client engagement model customer engagement model customer engagement tools increase customer engagement
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Ariana Smith is a Marketing Manager at iDream Agency. She is passionate about Social Media and co-founder of Social Media Magazine.

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