Should we try to reply to all Facebook posts?
June 20, 2011 11:19 AM Subscribe
What is the best practice as far as replying to Facebook posts on a brand's page?
posted by UMDirector to Computers & Internet (11 answers total) 13 users marked this as a favorite
We have a medium sized brand and try to respond to nearly all Facebook wall posts as there is a belief in transparency and engagement. Posts do not get deleted unless they are offensive. If its just a stupid comment we try to at least reply with a "sorry you feel that way...".
There are others in our organization who feel that we should only reply to a few posts.
Does anyone know of any report or data that demonstrates why a brand should reply to as many posts as they can and that more is better?
For example the Chipotle replies to 80+% of their posts. They say "“We think nearly everything warrants a response,” Arnold said. “For a company like ours where so much of the marketing is driven by word-of-mouth and things that feed word-of-mouth, these platforms are really great tools to use.”"
More quotes like that or data would be very helpful.