Social media can be a great way to recruit brand advocates. But with its increased usage with consumers comes the very real problem of negative buzz outweighing the positive. As such, businesses have been all but forced to participate -- if for no other reason than to make sure their brands are not being dragged through the mud by a few active, disgruntled consumers.
Brands that can effectively manage negative buzz can turn detractors into advocates quickly and efficiently. After all, everyone likes a good comeback story. When a business turns a negative into a shining example of customer service and conflict resolution, the rewards are great.
To that end, eMarketer has released a survey about businesses and how they respond to negative buzz online. Below is a sample from that survey.
We would like to know: How does your company respond to negative online buzz? Do you reach out to consumers directly? After the problem has been resolved, do you make a public statement about it? Please leave a comment below and tell us about your experiences and strategies. Your peers want to know!