Social media is widely used all over the globe. It is a source of connection between people. It might not be wrong to say that social media is a public platform. Anything posted on social media is shared, liked, disliked, and commented publicly. Brands and companies use promotional apps for customer engagement and facilitation.
Good reviews and high ratings encourage customer’s satisfaction, and a good impression is left. It acts as a catalyst to boost product sale rates. It enhances brand and customer relationships. Same as these negative comments discourage customers and customers no longer rely on that brand or company. Whenever someone writes negative comments about the product, everyone can see it.
It captures the attention of numerous people. They very keenly observe the negative statements and respond accordingly. They will judge based on; how the brand responds to negative comments, how much time they took to react, what was their answer, what was the customer’s reaction, the way to make an unsatisfied customer happy, and how did the whole thing end.
Dealing with negative comments is quite different from dealing with regular compliments.