Do you have a plan in place to deal with negative social media posts? eMarketer reports that only 45% of marketers have a formal plan in place for dealing with these comments. People are using social media more than ever as a way to vent their frustration when a company lets them down. It’s an easy way for consumers to assert their criticism via word of mouth to all of their friends. This is why it is extra important that you not only have a plan in place for how to respond to these messages, but that you also respond as quickly as possible. 52% of respondents say they respond within 24 hours, but that number should be much higher. It should be your goal to respond to 100% of messages (both positive and negative) online within 24 hours. In your customized plan, make sure you bring in other departments to help solve the problem. Too often, customer service or marketing is left alone to answer questions. It’s always good to have someone in each department that you can tap if you need their help.
