Many organizations, governments and companies want to get on to Social Media because they want to hear good things about their companies and perhaps get business with the help of word of mouth. However, it is important to know that even when businesses are planning and building social media programs and campaigns to try to gather more support, no matter how enthusiastic they are to create the best campaign, customers will always engage on their own time.
People go on social media to feel connected with friends and family. However, they are not going to "connect" with a brand or a business. Companies must strive to a higher purpose to design sharable experiences that deliver tangible value in return for the customers' "time, attention, endorsement and data."
Even when a customer gives a negative feedback, the feedback can be used as a learning case so other customers may not get the same negative experience. It does take time and effort to give feedback, positive or negative. For some customers, the situation can actually be saved, and resolving it transparently can win positive sentiments as well.
Take in the good and the bad.
Stay Relevant.
-- Robin Low
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