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Negative Social Feedback is a Tool

Negative Social Feedback is a ToolCustomerService

I’ve heard many organizations say they’re afraid of establishing a social media presence. Knowing that social media provides venues for people to speak their mind publicly, they imagine the worst: a flood of negative feedback and angry complaints.

Let me start by saying that while that’s true, I monitor a lot of social media accounts, and negative feedback is relatively rare. It does happen, but it’s not something that should be feared. It’s something that should be managed. When you establish a social media presence, you aren’t only opening yourself up for angry criticism, you’re also – more importantly – opening yourself up for positive interactions. Easily, 95% of what I read each week is pleasant. Often that number is 100%.

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