Last week in my social media marketing tutorial we discussed whether in fact a business should censor or delete negative comments they receive? Surprisingly, the general consensus in class was that companies shouldn’t.
Why Businesses shouldn’t censor:
- Engages with your audience and consumers.
- You obtain real and actual feedback,which helps with improvement.
- Creates an authentic feel to the page.
- Allows for recovery and increased customer service opportunities.
- The complaint is within your domain. This is better than it being circulated over the web for everyone to see.
Why businesses do censor:
- Removes aggression from your page.
- Removes unnecessary and irrelevant banter from your business page
- Ensures only sensible content is posted.
- Legal Protection.
- Minimises the risk of anyone getting offended.
By not censoring comments a business is able to directly engage with the customer by providing a reason the issue. They are able to directly take corrective action via replying rather than deleting which can generate more backlash and argument. By being responsive and rectifying the issue it generates better business.
Do you think businesses should censor the comments they receive?