By diffusing a negative experience by a customer, you are making the brand a go to on social media. Fast response is key with most social media platforms, and many use Twitter and Facebook. Facebook now has a feature where it shows how fast a business page responds to customers messages. However, you don't have to respond to negativity all the time. If you create engagement with your customers they are more likely to say positive things. Customers can add a lot of value to your business via social media, whether it's a poll, advice on what they would like to see in your next product/service/brand or just getting feedback in general. It is a great way for you to grow as a business.

According to dictionary.com, a hashtag is "a word or phrase preceded by a hash or pound sign (#) and used to identify messages on a specific topic." Hashtags were made popular by Twitter, as the former 140 character limit, was used to make users messages short and sweet. Today, hashtags are used to not only describe the content of the message posted, but it is also used to convey a feeling for example #boring or #imsodone. In a business sense, hashtags are mostly used to find audiences in social media. Whether it's an audience on Facebook, Instagram, or Twitter, hashtags are used to gain a following on these channels.