Response Key in Successful Social Media

It is impossible to escape social media these days. However, many companies hold back on social media for fear of getting negative feedback. One thing is certain: people are talking about your brand or product whether or not you are engaged in social media. It is up to you to respond to the conversations surrounding your company.

Adage recently posted an article on the benefits of responding to users via social media, showcasing Southwest Airlines as an example of successful social media. Southwest Airlines was quick to respond to its passengers who tweeted about an emergency landing on a Southwest flight. Southwest quickly tweeted links to an official company release, as well as details on full refunds to the passengers.

Alternately, not replying to complaints on social media fronts can badly affect a company’s reputation. Take for instance, Delta Airlines. An angry customer tweeted about his delayed flights. Adage writes, “The airline didn’t offer any type of compensation in the end. Not only did the link get re-tweeted dozens of times, but people started adding their own commentary, such as “Yep. Delta Airlines is screwed if they don’t rectify this.” The airline did not tweet any type of reply”. This reaffirms the need to be active in the social media sphere and actually engage in conversations. Companies can set up social media profiles, but it’s what they do with them that can make or break a solid reputation.