One of the worst things that you can do online is ignore your customers on social media. Even if they post negative content about your business such as a complaint about your products or service. Or, I should say, especially if they complain about your business.
Any business that doesn’t take customer complaints seriously is telling its customers that they aren’t important. It won’t be long before that business has no customers.
In today’s marketplace, consumers are just as likely to complain through social media as they are directly to your business. That may or may not be fair, but it’s a reality. And because it’s a reality, you should be monitoring your brand and products on all the major social media websites.
That doesn’t mean you have to engage customers through those media by being active on them yourself, although that might not be such a bad plan. At the very least, however, you should monitor the social websites to see what is being said about you.
That’s easier to do than you may think. There are several ways you can monitor the popular social media networks to see what customers are saying about you. And they don’t cost a lot of money. They can, however, save you a bundle by notifying you when someone mentions your business, product or service. Then you can respond to customer concerns in public, in a timely manner, and with true concern for their needs and your own reputation.