How to Use Customer Feedback on Social Media to Improve Your Business
Comments. We all strive to get them, but let's be honest—there's always that little knot in our stomach before opening the notification to see if it's glowing praise or harsh criticism.
But here's the thing—you don't need to fear either! Both good and bad feedback can actually boost your business. In fact, the bad comments even more! YUP, you read that right. So, let's break it down.
"Wow, I just love your product!"
Let's start with the obvious: positive feedback. It's a no-brainer that this is huge for your brand. People live for other people's opinions—in fact, 85% of users trust online reviews as much as personal recommendations.
Think about it—how many times have you scrolled through Amazon review photos before buying something? Or checked Yelp to make sure that cute restaurant won't give you food poisoning? (Heck, sometimes I check reviews before texting my friend who's been there before)
So, what do you do with positive reviews? More like, what can't you do?
Build relationships: This is the perfect way to create long-lasting connections with your customers. Instead of replying with a simple "thanks" or a thumbs-up, ask an open-ended question like, "I'm so glad you loved it! Where did you use it?" Keeping the conversation going shows that you genuinely care. And people love a brand that takes time to interact with them.
Free advertising: Positive reviews are basically your brand on a billboard—for free! Screenshot, share, and showcase them. One of our favorite tricks? Post glowing reviews on your stories and save them to a permanent highlight so they're always there for future customers to see long after your story has expired.
"Boo! This was a total flop."
Now for the not-so-fun part—negative feedback. Let's face it, getting a nasty review stings. You invest so much time and effort into your content, only to have one comment leave you questioning everything! But instead of letting those lemons turn you sour, it’s time to whip up some seriously good lemonade.
Show your brand's voice: Negative reviews are actually a golden opportunity to show off your brand's professionalism and voice. First rule? DO NOT DELETE THEM. I know it's tempting—one tap and poof, it's gone like it never happened. But transparency is key. Respond kindly and sincerely. Ask how you can make it right, show empathy, and who knows? You might just get an edited review raving about your killer customer service.
Address recurring issues: If you notice a trend of the same complaints, don't hide from it. Address it head-on. You could even make a story acknowledging the issue and let people know you're working on it. Or if you've already fixed the problem? Turn it into a post and proudly announce the new, improved version. Own it—customers appreciate honesty, growth, and a plan.
That's just how the cookie crumbles
As much as we would love to ONLY get excellent reviews, that's not real life. Even the most successful businesses have thousands of those saying less-than-ideal things about them. It's all about how we choose to handle the situation. Find a sincere voice that fits your brand, and don’t beat around the bush.
Whether you're showered with praise or dealing with a harsh review, both can enhance your business. It's not as scary as it seems. Embrace it all, learn from it, and let those comments help you grow!
If you find yourself feeling angry or hurt by them, that's totally normal. It's part of the human experience—no one likes criticism! But when it starts to feel overwhelming, or you're not sure how to respond, that's the perfect time to bring in a social media team who can handle it for you.
And look at that! What do we have here? A team that is dedicated to taking the weight off your shoulders, managing those tricky situations, and turning feedback into opportunities. So, untie the knots in your stomach, and let's chat!
By Rachel Braun