1. Your customers will always talk about you.
2. Everyone makes mistakes.
Social media has brought major changes to the world of customer communication. On Facebook and Twitter, customers control the conversation. Two-way communication is vitally important in this space.
1. Straight problems: Someone has an issue with your product or service and says exactly what went wrong. This type of feedback is negative in that it paints your business in a poor light, but can help expose real problems you need to address.
2. Constructive criticism: Even more helpful is a comment that comes with a suggestion. Many customers—including some of your most loyal ones—will use social media to suggest ways in which you can improve your product or service. While this type of feedback may point out your flaws, it can be extremely helpful.
3. Merited attack: While the attack itself may not be merited, the issue that prompted it is important in this type of negative feedback. You or your company did something wrong, and someone is angry.