Types of Social Interactions Businesses Might Encounter (Infographic)

When you think of social interactions what comes to mind first? I personally think of bumping into someone and having a conversation, but it is the 21st century and social media has secured a powerful grip on how people communication and share information. With communication between millions as easy as a couple key presses on your phone how does this affect businesses? The University of Ohio’s MBA program has created the following infographic to show what kinds of social interactions that businesses might encounter online.

With the ability customers now have to post reviews on most social media accounts for businesses can be a great avenue for clientele, or an easy way to spiral your business into the ground. Nearly 9 out of 10 people have read online reviews to assess businesses, this means that your online presence is of utmost importance to success in your business. Now that there are so many social platforms to submit reviews your first contact is top priority in both good, and bad situations.

If a customer posts a bad review, what do you do? You might be upset about the comments posted, but you cannot reply in anger. The best thing for you to do would be to calm down, research the complaint, write a response positively and professional, and finally include an explanation of what you are doing to remedy the situation. With this type of prompt response for all to see, you have a greater chance of retaining this customer, and gaining more from this experience that started out bad.

What about if a customer writes a good review, how should you go about responding? To ensure you capitalize on this positive review you will want to make sure that you respond within two days first, you’ll want to keep it short and simple, personal, and thank the customer for their compliment, no one likes receiving an automated form message.

Below is a more in depth look at the statistics behind the do’s and don’ts of several online interactions you may have with customers.

Types of Social Interactions Businesses Might Encounter (Infographic)

Editorial Team
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