If there’s one thing business owners’ fear about joining the social media bandwagon, it’s the fact that things might spiral out of control. The keyword in their concerns: control.
That’s actually a valid concern. Is there really a way to control people from talking about the brand in social media? If you think about it, even if you don’t participate in the social web, people can and will talk about you.
The sad thing about this is if you don’t participate, or at least give your audience some platform where they can air their opinion of your brand, you can’t do anything about what they say about your business.
That’s not really a good idea, now, is it?
You have to remember that what other people say about your business, whether you care enough to listen or not, will have a major effect on interested customers. I doubt if you’d want to leave negative comments unanswered if that means your future clients are at stake.
When you incorporate social media into your business, you get a chance to listen in on conversations. You’ll know who’s saying what about your brand. This also allows you the opportunity to be transparent with your loyal customers or detractors.
Now that you have an idea of what your current clients think about your brand, you have the option to:
1. talk to the person who posted a negative review on your brand and discuss their concern,
2. do something about the concern, and
3. show your appreciation to people who speak good things about your business.
By acknowledging your customers and their comments on your brand, you show that you’re engaged to giving them the best customer experience possible. With this, you start to curb the amount of negative comments and convert them into genuinely positive ones.
You have to remember that if you’re looking to control people from saying things about you, then you’re probably not going to find any tool in this world that can do that. What social media can help you do, though, is steer the direction of the comments/reviews you may get from your customers towards the positive side.
What do you think, though, is the concept of control possible in social media?
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