TOP TIP #3
What’s wonderful about social media is that it allows a two way conversation with your customers. If someone takes the time to leave you positive feedback, don’t ignore them! Take the time to reply.
What’s just as important is to not ignore the negative feedback. Even if the users comments have made you furious and feel that they are unjust, make sure to respond in a calm, professional way – not angry and defensive. That will only make the situation worse.