Tips for Responding to Customer Feedback on Social Media

Maintaining a presence on social media allows brands to connect with consumers on a more personal level and participate in online discussions related to their products, industry and more. With 81 percent of Americans actively using social media and more than 58 percent of users engaging with brands one to three times per day, it’s clear that consumers prefer to communicate with brands online.


Regardless of the engagements sentiment, when customers engage with your brand online, it is important to make them feel heard. There are a number of ways to respond to customer feedback on social media, so we’ve outlined a few tips to help:


Respond in real time.

Consistently monitoring your brands social media accounts will allow for quick action. Some platforms, like Facebook, even show users what your brands average response time is to encourage brands to monitor in real time.


If a customer reaches out with feedback via social media, a response should be posted – whether it be liking the comment, responding in kind, or assisting to escalate a customer service issue – within 24 hours at the most.



The last thing a customer wants is to just feel like their voice is not being heard. When responding to engagements online, personalize your response as much as possible to show your appreciation for their feedback.


If you’re using a bot to respond to customer service messages, be sure to follow up with a personal note to make sure the issue has been resolved.


Maintain a brand presence.

Does your brand have a team of social media responders? If so, it’s necessary to outline approved responses and provide employees with a brand guide. This will help to present a uniform face to customers, while still allowing your brand to engage naturally online.


If you don’t have brand guidelines established, revisit your social media strategy and reference any key messages outlined.


Take it offline.

When responding to negative comments online, brand should remember not to dwell on the negative, but to treat the feedback as an opportunity to grow. Ask the customer to send a direct message through the platform by which they originally engaged your brand. This will allow you to troubleshoot, ask for personal information, and more without leaving the platform.


Offer a solution.

There will always be people you just can’t please. And that’s okay as long as your brand is actively working toward a solution with its customers! Ensure that your team is offering uniform solutions and staying on brand when resolving customer service issues.


Need help building a strategy that works for your brand? Contact Lauryn Gray,, or request a consultation today!

First Impressions, You Only Get One Chance!

The other day I walked into a fast food restaurant with my family – Taco Bell, to be exact.  We had been to this location before but had only used the drive thru, so this was our first experience dining inside this particular fast food restaurant.

As I approached the counter, I was overwhelmingly surprised by the pristine appearance of the restaurant and the friendly and courteous “hello” that we received from the employee, readily available to take our order.  This really stood out to me, probably because walking into Taco Bell I wasn’t expecting anything more than a teenager slumped behind the counter, acting as if he would rather be doing anything other than working there – as past experiences have given me that expectation.

But my assumptions were wrong. The gentleman taking our order was going above and beyond; he really seemed to love his job and was very engaging!

As our food appeared on the counter, he double checked the order and instructed us to enjoy our meal.  He even came out from behind the counter mid-way through the meal to check on us – again, completely unexpected.

My fiancé and I were both floored by the experience, in a good way!  Before leaving the restaurant, my fiancé made sure to get the name of the gentlemen that provided us the outstanding service. When we arrived back home, he took the time to go to Taco Bell’s corporate website and write our praises of this young man and the neat, clean appearance of the entire restaurant and staff.  Additionally, since leaving the restaurant, we have been telling EVERYONE about our experience and letting them know that they need to try out this Taco Bell.

This experience got me thinking about how important first impressions can be.  I know you always hear, “you don’t get a second chance to make a first impression,” and in this case that phrase rang in the back of my head. Being our first time inside of this restaurant, had our experience been the opposite of what it was, we probably wouldn’t return to the restaurant, we wouldn’t be telling everyone else to try it out and we would not have taken the time to make sure the location and employees were recognized by their corporate headquarters.

The importance of first impressions is a crucial life lesson for everyone, but it has particular relevance for those of  us  working as PR professionals.  When representing a client (or yourself, for that matter) you never know whether an encounter with the press or the public  will be the first of many, or the first and last.

Therefore it’s extremely important for PR representatives to constantly be aware of the image they’re projecting of themselves as well as the client, because first impressions aren’t often fleeting and can last forever.