Digital and social media amplifies
to an extreme level—it's
instantaneous, accessible by
anyone and permanent. One comment
can explode into hundreds seen by thousands
of people in a matter of minutes.
Plus, the internet does not forget. Those
comments are out there. Forever. That's
great if they're good comments, but
occasionally something negative may
pop up—it happens to every organization
in every industry. Fortunately, all of
those things that make social media so
powerful also make it easier for you to
act quickly and on a mass level to handle
the haters when needed.
So, when the inevitable negative comment
about your brand creeps up, don't
fret. Here are three things that will help
you squash that negative sentiment and
maybe even reverse it into a positive one
that ends up creating a loyal member
and stronger brand.
More than half of consumers prefer social
channels for customer service.
(Source: Conversocial Report: The State of
Social Customer Service)
From the January-February 2017 edition of The NAFCU Journal magazine.