Has someone bashed your brand?

If yes...be thankful.

This is the season to give thanks, and no I have not hit the eggnog already.

One of the assets of social media is the ability to engage with customers. Engage means hearing things you may not want to hear. What is worse? Getting bashed and ignoring it, or having the opportunity to respond and winning back the customer?

In the book "Likeable Social Media" author Dave Kerpen told the story of a country singer who had his guitar broken on a United Airlines flight. He asked for a replacement and United said no. The singer created a YouTube video entitled "United Breaks Guitars" which received 100,000 hits. United reacted late and begged for his forgiveness. Their 1970's concept of customer service does not work now.

Your brand may be strong, but is not bulletproof. You don't have the be the size of United Airlines to take criticism. Be smarter than they were...relish the chance to hear from a basher.