Why Facebook’s DISLIKE button is a GOOD thing for your business.

It was announced recently that Facebook is working on alternatives to the “LIKE” button, particularly for sad or emotional moments.

As we all know, there currently isn’t an adequate way to express our empathy or sympathy on the world’s largest Social Media channel. When someone announces they’ve lost a loved one, or simply have had a bad day we can comment, but then we automatically receive every single notification afterwards. We either have to opt-out of the messages, or don’t bother to engage at all.

While brands may be quaking in their boots about the possibility of a DISLIKE button, I think it would be a good thing for brands, because it provide insights and active feedback.

The best way brands learn about the gaps in their products or customer service is straight from their customers. People are far more likely to complain then they are to compliment. People are more likely to go online than they are to talk to customer service (and quite frankly, brands seem to listen better and respond quicker in this public forum).

The DISLIKE button is a good way to gauge dissatisfaction (hint: this is where brands should take the opportunity to make necessary changes).

In my opinion, it’s better to know about the good, the bad and the ugly instead of ignoring customers because “that’s the way we’ve always done it”. Blockbuster insisted people WANTED to go to the video store, and we know what happened to them.

Besides, if someone is going to complain about your products or services online, they already have the opportunity to do so, regardless of a simple one-click button.

Listening – even when someone dislikes what we do –  is the first step to any successful part of Social Media community and strategy. The DISLIKE button (or similar) allows us to share and engage, listen and interact and that’s what we’re looking for anyway.

Now it’s YOUR turn: What do you think?
Are you afraid of what a DISLIKE button could do to your online presence? 
Or, do you think it’s just another way to leverage your online focus group?

Leslie Hughes is a LinkedIn Optimization Specialist, Professor of Social Media, Corporate Trainer and Principal of PUNCH!media

Leslie was called a “Social Media Guru” by CBC Radio and has been working in digital marketing since 1997 and founded PUNCH!media in 2009. PUNCH!media clients include The Children’s Wish Foundation of Canada, Guardian Life Insurance Company of America and TVO.

PUNCH!media’s goal is to empower through education and help executives gain confidence in their online presence so you convert higher-paying clients.

www.punchmedia.ca
leslie {at} punchmedia.ca
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