Day 11 of our “12 Days of Giveaways” blog continues with providing excellent customer service on social media sites by being responsive.
During the holiday season, it’s important to consider that your brand may have to designate a digital media specialist to reply to feedback 24 hours a day. This may seem excessive, but your followers will often expect a quicker response on social media versus by email or phone. Responding back to your customers’ comments whether bad or good is an important part of your holiday social media strategy. Remember, not everyone will have a good experience with your products and/or services. When you receive any negative feedback to your social media pages, respond! It shows the customer that you care and your company is willing to hear their concerns. Whatever you do, never delete negative comments (unless they are defamatory). Instead, embrace it as an opportunity to provide a solution to their problem.
Mitzee Mandocdoc is a social media blogger for Avant Garde Digital Media.