In order to reap the benefits of social media, the bad must be taken along with the good. Getting ones message out there means it will be subject to negative reactions along with positive. The cranks will take their potshots along with the thoughtful and useful comments that may come your way.
Among online content managers, the rule of good practice is: do not delete! -unless, something is obscene, racist, or inflammatory. Deleting something negative to you or your company, can have far reaching consequences. Consider the advantage in being able to mitigate, or just get out in front of something that could be injurious to your firm before it can reach wider viewership, or go viral. Fixing a problem someone has tweeted about, publicly, shows that a firm is responsive and chooses to resolve issues. Apologizing by saying ” I’m sorry that was the experience you had”, doesn’t incur liability, and, is a good thing to do publicly.
The days when public opinion could be controlled by circumscribing information is gone. This age of immediate information gathering with a majority of this country’s populace owning cell-phones that have cameras, very little is private, or easy to conceal. The best advice is, that whatever it is will eventually out.
Word-of-mouth is a double-edged sword, so is bad or good press in the opinion court of social media.
The endorsers of this world deserve to be encouraged. Anytime someone says something positive or complimentary they deserve as much attention as a complainant. Acknowledging someone with thanks and personal appreciation is their due.
Positive publicity is one of the best drivers of more business leading to greater revenue. When someone offers enthusiastic praise, that is a good time to see if they would give a referral. Positive feedback gets amplified in this age of social media maximizing good word-of-mouth advertizing.
Organizations have a more public platform now to show they appreciate their customers and caring that they have their business.