The objective of social networks

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It is necessary to keep in mind at all times that the company's networks do not represent a person, but something bigger, so prudence, cordiality and moderation must be great allies. It is an exercise in responsibility and professionalism, which must preserve the reputation of the brand.

Acknowledge mistakes . It is not always easy to say “ mea culpa ,” but sometimes it is necessary to restore the damage done and the good name of the company. Sometimes critical comments may be due to uk email list a misunderstanding, and we will have to try to shed light; other times they may be due to a mistake on our part, in which case we will have to accept responsibility and apologize.

Honesty and transparency are crucial in customer relations.
Red lines . Boundaries must be set for the exchange, defining what kind of words and attitudes will be tolerated and which will not, as well as the terms in which the response will be articulated.

It is not a personal choice; red lines must be established based on the company's values, although the social networks themselves have codes of conduct and their policies in this regard. Therefore, it is necessary to know the company well: its values, its philosophy and its policies. This will allow for better responses, addressing both the concerns of the client and the interests of the company. In addition, it will avoid damaging the image of the organization and publicly reinforce its positions.


Be grateful . Negative feedback can be more helpful than positive feedback when it comes to pinpointing your business’s weak points and helping you improve. It’s especially important to be grateful to customers whose feedback, though negative, is constructive, as they have dedicated their time and effort to helping you improve. In addition, being grateful shows responsibility, approachability, and a willingness to listen to your customers.