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Business Handling Negative Social Media Comments in Business Requires Online Marketing Finesse As American Businesses Embrace Online Marketing and Social Media Strategies in Particular, Some Are Losing Sight on How to Deal With Negative Interactions on the Internet;, a Digital Training Service for Online Marketing, Offers Thoughts on This Common Problem

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© Marketwire 2013
2013-02-26 12:04:28 -

PHOENIX, AZ -- (Marketwire) -- 02/26/13 -- According to : , an online marketing education website, social media has become one of the most surefire ways for businesses -- small and large -- to improve customer outreach. However, although many business owners may experience initial excitement when entering the world of social networking, few are prepared to deal with the less enjoyable aspects of online marketing. In a recent press statement, explains, "When it comes to any kind of commerce, there are always fires to put out -- such as consumer complaints. Online marketing is a great way to provide thorough solutions for these problems, but many are led by the misperception that advertising through the Internet will get rid of any normal business problems."

A recent article : .. from Forbes takes a similar stance, suggesting the many businesses who employ social media may be taking the wrong approach. To provide an example, the article states, "Even if you have a great company and you strive to make every customer interaction positive, there will always be people who are prone to complain...Of course, like everyone else, our knee-jerk reaction is often to delete the comment and ban the complainer -- but that is almost always the wrong reaction."

The article recommends that those who run into complaints via social media should look at it as an opportunity for the company to prove how well it can handle customer service. While agrees with the sentiments of the Forbes article, the company notes in a recent press statement, "Every company wants to prove their strengths in customer service, but the Internet can be an intimidating space -- especially for those who have just dove into online marketing strategies. With that consideration in mind, it is clear that business owners cannot simply train themselves to quickly respond to consumer complaints online -- they must first understand the nature of social media etiquette and how to apply it to their customer service principles."

While every customer service situation is different, explains in its press statement, "Those who take a casual, yet genuine approach and can resolve the problem may find that a disgruntled consumer is quick to change their mind and express gratitude via social media. Although a company cannot come out on top of every situation, it is important to maintain a 'customer is always right attitude' and show other users that it is worth doing business with."

In addition to organic complaints, explains that some companies may be generating negative attention with their abuse of social marketing. For example, many online marketers may make claims and promises on the Internet that they cannot actually live up to, creating a disconnect between the company and the consumer. While navigating the social media space is difficult for many, continues to offer online marketing courses to help business owners understand how to effectively and appropriable reach consumers through the Internet.


Geared toward small business owners, : is a digital training service that provides continuing education for those looking to improve their company. The website features web-based training videos, tips and other tutorials that are available at a user's convenience. focuses on coursework that is mainly involved with online practices such as the basics of web design, e-commerce and social network marketing strategies.

To learn more about the company's offered curriculum, visit : .

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