For small business owners dealing with social media is equivalent to a relationship with a spouse or girlfriend. You cannot live without it nor can you (sometimes) live with it! Just like the other relationship, you still have to deal with the situation, whether you like it or not. Even if you do not want actively use social media for business marketing, you have to stay engaged to make sure your business image is not being tarnished, which can hurt your business.
The negative publicity in social media could come as a result of several reasons. May be the customer had a bad experience and wants to vent it out in public. Or they don’t like your product as much as your competitors’ and want the whole world to know. It could also be that they have suggestions to improve your product or business, but say it in negative fashion. No matter what form the negative publicity takes you can follow this methodical approach to neutralize it and even turn it on its face to make the situation a positive for your business.
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