Did you know that the average consumer mentions specific brands over 90 times per week during conversations with friends, family and co-workers?
Sounds fantastic for marketers. But here’s the problem: not all of these messages are positive, and anyone with even an ounce of experience in brand support knows that interactions with unhappy customers take up the vast majority of your time. Moreover, dissatisfied consumers are typically more vocal, taking to platforms like Twitter and Facebook to complain, which quickly attracts the attention of other customers (and trolls).
Companies that aren’t quick to respond to these messages can find themselves overwhelmed with negative mentions, rapidly losing control of the situation… and their reputation.
Some 16 percent of brands now use Twitter as a customer service channel, and 41 percent of business to business (B2B) firms acquire customers directly through Facebook. This infographic from ODM Group takes a closer look at how companies are responding to negative mentions in social media, and the steps they are taking to diffuse what, on occasion, can be a social time bomb.