Strategy: Befriend them. Share what you know and like, give them positive tidbits to help move them closer to your organization. Dispel misinformation quickly when you encounter it.
Group 4: Foes. They aren't out to get you but just voice a generally negative impression of your brand. Perhaps they heard something and are just passing it along, or had a bad experience and want to share it.
Listening, Engaging and Measuring in Social-Media Spaces
Strategy: Befriend them. Share what you know and like, give them positive tidbits to help move them closer to your organization. Dispel misinformation quickly when you encounter it.
Group 4: Foes. They aren't out to get you but just voice a generally negative impression of your brand. Perhaps they heard something and are just passing it along, or had a bad experience and want to share it.