A recent survey, conducted by Fishburn Hedges and Echo Research, discovered that an increasing number of users are taking to social media when they wish to complain to a firm. The April poll suggested that there had been an increased incidence of this over an eight month period. However, a survey by AT Kearney has indicated that 7 out of 10 of these complaints are simply not being responded to in any way. Companies which are acting in this manner are undermining their website optimization campaigns in a significant fashion. A social media presence can do much for a company, ut it is a resource not to be wasted in this way. By neglecting to optimise your social media activity, you reduce your chances of beating your competition.
The use of Facebook, Twitter and Google+ can be highly beneficial to an optimisation campaign carried out by an SEO agency. It may take a while for campaigns on these networks to gather momentum, but the hard work will be rewarded if the correct etiquette is followed. However, when user behaviour alters it is essential for those in charge of campaigns to step up to the challenge.
In the past, problematic online complaints about a firm were often in the form of critical reviews. Nowadays a disgruntled consumer is also likely to draw attention to their dissatisfaction on Twitter. A polite response to a legitimate complaint can be the first step to defusing a situation which could otherwise get out of hand.