Defensive vs. Proactive

Proactive Response:

A proactive response is when a company responds to a negative comment made by an unhappy customer that assures the issue will not repeat itself. These types of responses builds trust between the customer and company.

negative-comments-on-facebook_831762 | #1 Branding Marketing Agency for  Small Business Growth

Defensive Response:

A defensive cooperate response is when a company acknowledges their mistake, but also acknowledges that they won’t change. This leave the customer with a poor impression on the company. Also, it makes the company not look good for their social media presence.

What is the difference between proactive and reactive PR? | Business Tips |  JournoLink
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