This presentation provides real-life example and tips on how to respond to attacks on your Facebook page and manage Facebook (or other communities) effectively.
1. How To Respond To Facebook Attacks
Ekaterina Walter
Intel Social Media Strategist
@Ekaterina
2. How To Respond to Facebook Attacks
http://bit.ly/kQhnia
@Ekaterina
3. Risk? Or Golden Opportunity?
The Retail Consumer Report, 2011:
of those who received a reply in response to their
negative review 33% turned around and posted a
positive review
34% deleted their original negative review
85% of consumers said they would be willing to pay
more (anywhere between 5-25% over the standard
price) to ensure a superior customer experience
@Ekaterina
4. Moderation
Guidelines
Intel is Awesome
Good
Content
Intel is too Expensive
Not
Positive
Intel is @#$%@
Ugly
@Ekaterina
14. Other Tips for Everyday
Response
Respond quickly
Provide information every step of the way
Address it offline when necessary
Be honest
Don’t take it personally
15. Thank You!
Ekaterina Walter
http://www.ekaterinawalter.com
@Ekaterina
Fast Company Article: http://bit.ly/kQhnia