The numbers are rising on businesses using Social Media to their advantage and rightfully so, since 97% of customers will purchase from your business based on a review they find on the product they are looking for, even more so the review is through people they trust, hence why social networks work.
Using Social Media as a form to communicate with customers does leave businesses open for negative sentiment and this has to be the biggest worry or response as to why businesses have yet to figure social media as a part of their Marketing strategies. However, people are not always going to be happy with your services or products and that is always a pitfall to owning a business, therefore people are talking negatively about your business online already. Using social networks to share in customer service and share a friendly persona while furthering your brand online will entice many who are upset with your business to flock there, giving you the greatest gift, the ability to respond quickly.
This will please the 34% of those who complain online more so than the ones that go ignored. As a business part of your job is to respond even to negative feedback. Look at it as a way to improve what may be lacking at your company and a form to build the trust back from the customer, which begins with a response that is customer service oriented.
