How To Recover From A Social Media Blunder
There’s no question that social media is a substantial element of online marketing strategies for many companies. Having over one billion users on Facebook alone offers incredible opportunities for business in a variety of different ways. Certainly, advertising is the largest opportunity for companies, but there’s also a fantastic opportunity for businesses to interact with their customers on a personal level through a variety of social media platforms. Customers can share all their feedback via a company’s social media account; the good, the bad, and the ugly. So naturally, there’s going to be loads of social media fails when businesses reply to customer’s feedback online.
The problem here is that whatever you upload on the internet, stays on the internet, so it’s necessary that a sufficient amount of time is spent in presenting accurate and fitting responses to customers through social media. At the same time though, there’s always going to be some newsworthy controversy. If social media fails aren’t controlled appropriately, they can significantly damage a brand’s image and can even put a business into crisis mode in a couple of minutes. So here’s a quick guide of how your company can recover from social media fails with minimal damage to your brand and image.
Have a sense of humour
When harmless social media fails transpire, making a joke of the situation by using some quick wit is one of the best remedies. In many cases, shedding some humour so everybody has a laugh is the internet version of almost tripping on the sidewalk and turning it into a dance recital. In fact, Facebook’s algorithm rewards posts that experience high volumes of interactions, including likes, comments and replies, so it’s possible to transform a simple blunder into greater exposure and a wider target audience, all from a basic mistake!
Irrespective of the type of social media fail, the quicker you react, the better your end result will be. In today’s online world, controversial news spreads like wildfire, so it’s critical that you accept your blunder, genuinely apologise then properly specify the next steps you will be taking to rectify the situation. Merely ignoring the problem can have adverse consequences and the longer it takes you to respond, the more momentum your social media blunder will be gaining and the more challenging it will be to solve.
It’s essential that you are honest about your social media fail and the steps you’re taking to remedy the problem. There’s no point arguing with your customers if you’re the one who has made the oversight! If you blatantly lie about the length of time it will take for your servers to be back online or the length of time before new stock arrives, it’s only going to harm your brand and reputation by further annoying your customers. However, if you are honest, your customers may not be happy but they’ll appreciate the fact that you’re not making yet another mistake! Nowadays, honesty is refreshing and lies only compound which can likely turn your blunder into a disaster.
Keep moving forward
Social media blunders, even crises, does not define a brand so once you’ve corrected the situation as best you can, keep moving forward with business as usual. Provided you’ve taken a professional approach and you learn from your mistake, acting like it’s water off a duck’s back is far better than dwelling on the situation. You’ll have to put procedures in place to minimise the chances of such errors arising again, and this will only improve your social media team with more experience. Social media fails are like a wake-up call, and in some scenarios, you may realise ways to improve your product’s or brand’s image because of your blunder. But whatever you do, don’t reduce your social media’s initiatives. There’ll always be another company’s social media fail to hear about tomorrow!
Social media is a powerful force in today’s society and businesses are making the most on the many opportunities it presents. Having the opportunity to connect with your customers on a personal level is excellent, and you must be prepared for social media blunders because they will occur at some time or another. This article outlines some key ways to recover from social media blunders, including using humour, reacting fast, being honest and moving forward with business. If you find yourself in a deep social media crisis and you need help before things get out of hand, consult with digital marketing experts who will be able to assist you promptly and proficiently. Contact the team at Internet Marketing Experts Blue Mountains on 1300 595 013 or visit their website: http://www.internetmarketingexpertsbluemountains.com.au