Criticism is a bummer. No one likes it.
But what should you do if someone criticizes your company publicly in a bad review, Tweet, Facebook post or blog post?
eMarketer published an article yesterday entitled When Consumers Tweet Complaints, Should Brands Respond? and in it they summarize a study that found:
“…86% of Twitter complainers would have liked or loved to hear from the company regarding their complaints—and out of those who heard back, 75% were satisfied with the company’s response.”
In short, the data suggests you should respond to your critics because: