They are already talking. Comments, complaints, praises, questions are already posted. As a business it is very important to be in the social media community to manage your reputation. The Social Marketing Journal, discusses the benefits and the necessary actions involved with successfully managing your companys reputation, and how social media marketing and reputation management should be in a companys long term marketing plan.
Social media sites are built specifically to create a sense of community and get the conversation going, but there are specific sites, such as yelp, built for rating companies and products which allows consumers to post their comments, both positive and negative. A survey was taken and 60% of consumers said that they actively use social media sites to vent their complaints about a specific company or product, housed by sites like yelp and many alike. As a result more and more consumers will decipher their purchase after checking out those sites to see how those companies or products are ranked and what fellow consumers had to say about them. Having access to accounts and being a part of the social media community, companies can be active in addressing negative comments, or answering questions that consumers may have, and as a result trust and credibility for your company will build up within the social media world.
The Social Marketing Journal put it best when they said, Good reputation is worth more than dollars but first, If you really want to protect your reputation and make your reputation management easier, you need to provide that positive experience in the first place.
By: Melissa Miller