|Photography by MKHMarketing (CC BY 2.0)|
Here are some strategies for how to strategically handle criticism on social media:
Value all of your customers.Being responsive is the key to showing you value and care about your customers. Your company wouldn't ignore a customer by walking away from him/her nor would your company not taking a customer's phone call or hang up on him/her. The start to showing customers you value them is to respond, even simply, to any and all feedback.
When it comes to hiding, deleting, and blocking comments, try to be selective and follow your company's social media posting policy. Make certain that your policy clearly explains what type of feedback is unacceptable so that there is no surprise when posts need to be deleted, blocked, or hidden.
Inappropriate posts that include irrelevant attacks can and should be banned but remember to politely defend yourself by selectively removing them.