IP Quick Intellect

For most companies, social media is a powerful communications and marketing tool. It enables them to reach a mass audience within a relatively quick timeframe and at minimal costs. However, for some individuals social media is used as a sword to name and shame or to air their complaints, criticisms and grievances.

What might your business do if it came under fire for a post put on its Facebook page? The Raw Store posted a status on its page stating neighbouring restaurant, Lentil as Anything, attracting “an odd assortment of misfits including drug addicts out of their mind, smokers, homeless people, vegans, hippies...” The post was deleted but not before it received a barrage of offensive comments and complaints.

Recent data collated by US social media and analytics provider, Locowise, indicates that businesses ignore almost 90% of customer feedback received on their Facebook pages. It’s a startling statistic and seems to support the argument that perhaps many businesses with social media are missing the point of their presence online.