Social networks are a great tool for brands to approach and interact with users, because it is a scenario where people have greater power to express their feelings regarding a product or service. In fact, the social media platforms preferred by marketers globally are Facebook, Twitter, and LinkedIn at 93, 76, and 67 percent, respectively, according to an Tunisia Phone Numbers estimate from the Social Media Examiner. That brands are present on social networks places them in a space of great opportunity to reinforce their engagement, but it also poses a risk in the event of a crisis. Consumers now have the power and tools to express dissatisfaction or disagreement, and they do not hesitate to do so.
In this regard, the 2016 Social Media Crisis Study , carried out by the Merca2.0 Research Department reveals that the main action that brands must take when facing a situation that threatens their image is to provide an immediate response through the community manager. This is what 56 percent of the people refer to. However, there are those who consider that reacting instantly is not the best response, since 28 percent of those Phone Number List consulted indicate that the ideal is to hold a meeting with the marketing and communication department to determine the best action to counteract the negative impact . However, the study that had a sample of 319 people surveyed indicates that for 10 percent, the ideal is not to offer any answer. However, this can be a risk as the pressure from users on social networks can last longer than it would in the case of a response and subsequent branding actions to rebuild the brand image.