49% of small businesses don’t publically respond to negative comments on social media

New Ideas in MarketingEssential news for marketers, summarised by YouGov
October 14, 2019, 2:24 AM UTC

Businesses can strengthen their online reputation by encouraging satisfied customers to write positive reviews.

This article cites a Clutch study stating that businesses are not proactive in safeguarding their reputation online. Not responding to negative comments online or failing to invest in social media marketing can make organisations vulnerable. The study highlights that 60% of small businesses don’t encourage customers to leave positive reviews.

The research recommends businesses to regularly monitor their online reputation to forestall potential crises. Using digital tools could help them track instances where their brand is mentioned. Business leaders should publically respond to negative reviews to make aggrieved and potential customers feel cared about.

The study says that brands must encourage customers to write and share positive reviews on social media. It also suggests brands to choose their communication channels wisely.

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