Australian Social Media Marketing Network

Ignoring Users on Social Media is Damaging to Your Businesses Reputation

How to Acknowledge Your Audience on Social Media

Woman on Laptop and Phone

If you are a business interacting with customers/clients through Facebook, Twitter, Instagram, Google+ etc it is so important you acknowledge people for their interaction with you, answering any questions and most importantly responding to positive and negative feedback.

Users around the world use social media to see what their family and friends are up to, but also, to show off their amazing experiences hoping for high engagement. When no one interacts or engages with them it can be mentally and emotionally draining.

A huge lesson for businesses is to continue to engage with users and thank them for liking, commenting and posting things on your Facebook page. By encouraging your users and providing supportive and uplifting comments back, will help improve your readership/future engagement.

We want to boost our users by making them feel acknowledged and their contributions classed as important. Similar to conditioning them, if your business can make users happy this will have a positive affect. When your users think about your business/brand it will make them happy!

Further to this, businesses can post out encouraging posts on their page such as “Thank you to all our followers! Your presence and engagement with (business name) is very much appreciated.” Another way for businesses to boost their users esteem is provide them with fan only offers and giveaways.

As previously mentioned, an important step for businesses to take on social media is dealing with BOTH positive and negative feedback and comments. Plan out a strategy for both circumstances on social media so that your business can properly manage feedback without damaging the businesses reputation.

Businesses that ignore users negative comments will only encourage more people to post negative comments. Businesses that ignore positive comments doesn’t encourage others to leave positive comments (domino effect).

Remember social media is 24/7, so stay on top of your engagement and act in the best interest of your businesses/brands reputation, but also your users/followers!

Tip 1: Before posting something, think about the implications. Just this last week I read an interesting article and I was ‘umming’ and ‘ahhing’ whether or not I should share it on my business page. I realised it didn’t match my business objectives and therefore I chose not to post it. I thought about how my users/fan/followers would feel after reading it, and I didn’t want to align my business with the potential negative impact it would have.

Tip 2: If negative feedback emerges from a post that could be damaging to your business/brand, you MUST apologize, and if necessary, ask them to email you further information on the issue to ensure it doesn’t happen again. By letting the user know their feedback (even though it may be negative) is appreciated because it helps the business improve is a positive spin on a negative situation.

Tip 3: Aim to be transparent – if you try to hide the truth and fudge facts etc, you will be caught out.

If you have an example of negative [or positive] feedback that you don’t know how to deal with, email us on or leave us a comment below. We’d love to help out!

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Leah Rogers

1 Comment
  1. Nice article Leah. An important message here. Looking forward to reading more of your social media tips in the future

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