Social media marketing (SMM) is a way of marketing goods or services using social media sites such as Facebook, Pinterest, Twitter and so on. One way to do this is to have buttons for sharing on your website, then when someone finds what they want, they can immediately show it to all their friends. Very often the comments they make about a product or service go viral, so it is essential that what they say is good, rather than bad.
However, even if bad comments are posted it gives business owners the opportunity to get into the conversation to limit the damage or explain what the problem was and how it is being fixed. People love to feel that they are being heard and social media gives them a voice to comment or in some cases rave on about the product they love – or hate.
Some businesses think that even bad comments are good in that they stir interest as everyone jumps on board to see what the trouble is. If that trouble can then be resolved in a calm and lucid manner, it gives everyone a chance to see that the company is interested in what their customers need. This can be very good for the company and can actually help to establish their reputation as a business that cares about their customers.