Have you ever commented on a social media post that a business or person published and never received a response? It’s disappointing, isn’t it?
On the flip side, have you ever received a thoughtful and caring response to a comment?
Which interaction is more likely to make you view the company in a positive light?
When someone comments on your posts on social media, they expect a response. If you don’t provide one, you will be disappointing a fan or potential customer. At best, they will be less likely to interact with you moving forward. At worst, they will unfollow you or even talk poorly about you to others. So, unless you want your brand image to suffer, making sure you engage with your followers is something you can’t miss out on.
Why you should respond to comments on social media
Responding to comments on social media needs to be an essential element in your overall social media marketing strategy. Here are just a few benefits your company will receive by using this technique.
- Visitors will see your brand personality
- You will not lose fans or potential customers
- People will know your company is responsive and supportive
- It makes you look like a social media rockstar!
How do you respond to social media comments?
You should respond to social media comments in a way that is friendly, helpful, and aligned with your brand values. The last part is especially important. If you are selling organic supplements to millennials, your responses will be different from a company selling life insurance to baby boomers.
Always make sure to answer any questions and address any concerns. If the commenter mentions a competitor, make sure to respond respectfully. And don’t ignore negative comments. Ever.
Yes, you should respond to bad comments!
In fact, responding to negative comments is more important than responding to positive ones. A well-handled response to a negative comment may offer the opportunity to change someone’s mind and turn them back into fans. But it will definitely impress visitors to your page who aren’t fans yet.
Don’t believe me?
Scroll through some pages of brands that are doing really well on social media. Or click-through to the comments on some of the ads that pop up in your newsfeed. Find a brand that truly responds to every comment, regardless of whether it’s good or bad. What do you see?
People want to see that you understand the social part of social media when they come to visit your company page. If you fail to do that by ignoring comments on your page, you will lose out on opportunities to improve your brand image on social media.
At The Social Expansion Project, we include responding to comments in all of our social media marketing packages. Never miss out on an opportunity to gain raving fans again! Schedule a consultation today to learn more!