Let’s get one thing straight: you must respond to all social media comments. This rule applies whether you have a Facebook page with a few hundred followers or a Twitter account with a few thousand. This is, after all, ‘social’ marketing and there is nothing worse than not responding to social engagement from a follower.
Not responding to social media comments can be equated to sitting in a business conference, raising your hand to ask a question, but the speaker fails to acknowledge you.
The same applies to how your customers feel when they leave a comment on your Twitter, Facebook, Instagram, or any other social media platform. Whether or not you respond, how you respond, and how swiftly you respond all go into your customer’s experience in engaging with your brand… and it leaves an impression.