There is no question that businesses – whether large or small – benefit from social media engagement. With over 70% of adults in the United States using Facebook, nearly 50% using Instagram, and an astounding 83% using YouTube, the importance and prevalence of social media to the populace is indisputable. These figures gain even more importance to businesses when considering that 66% of all Facebook users review a local business page at least once a week and that, for the majority of young people (ages 16-24 years old), social media is their primary source of brand research.
This confirms the need for businesses to have a solid social media management strategy – especially one that includes best practices on how to respond to negative reviews or comments. Here are some points to consider as you analyze response strategies as part of your business reputation management.