How To Recover From A Social Media Blunder
There’s no question that social media is a sizeable element of internet marketing strategies for many companies. Having over one billion active users on Facebook alone generates huge opportunities for business in a variety of different ways. Clearly, advertising is the biggest opportunity for businesses, but there’s also a fantastic opportunity for businesses to interact with their customers on a personal level via various social media platforms. Customers can convey all their feedback via a company’s social media account; the good, the bad, and the ugly. So without a doubt, there’s going to be heaps of social media blunders when businesses address customer’s feedback online.
The difficulty here is that anything that you post on the internet, stays on the internet, so it’s necessary that a sufficient amount of time is invested in delivering accurate and appropriate responses to customers via social media. At the same time though, there’s continually going to be some newsworthy controversy. If social media blunders aren’t governed properly, they can seriously tarnish a brand’s image and can even put a business into crisis mode in just a couple of minutes. So here’s a brief outline of how your company can recover from social media fails with minimal damage to your brand and reputation.
Have a sense of humour
When innocent social media fails transpire, making a joke of the blunder by using some quick wit is one of the best antidotes. A lot of the time, shedding some humour so everybody has a laugh is the internet version of nearly tripping on the footpath 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 conceivable to convert a simple blunder into higher exposure and a wider target market, all from a basic mistake!
Regardless 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 confess your blunder, genuinely apologise then accurately state the next steps you will be taking to remedy the situation. Simply ignoring the error can have harmful consequences and the longer it takes you to respond, the more momentum your social media fail will be gaining and the tougher it will be to remedy.
It’s vital that you are honest about your blunder and the steps you’re taking to deal with the situation. There’s no point arguing with your customers if you’re the one who has made the mistake! If you blatantly lie about how long it will take for your servers to be back online or how long before new stock arrives, it’s only going to harm your brand and reputation by further frustrating your customers. However, if you are honest, your customers may not be happy but they’ll appreciate the fact that you’re not making another mistake! Nowadays, honesty is refreshing and lies only compound which can possibly turn your blunder into a disaster.
Keep moving forward
Social media mistakes, even crises, does not define a brand so once you’ve resolved the situation as best you can, keep moving forward with business as usual. So long as you’ve taken a professional approach and you learn from your mistake, acting like it’s water off a duck’s back is much better than dwelling on the situation. You’ll have to put procedures in place to decrease the likelihood of such fails arising again, and this will only strengthen your social media team with more experience. Social media mistakes are like a wake-up call, and in some scenarios, you may identify ways to improve your product’s or brand’s image because of your mistake. But whatever you do, don’t reduce your social media’s efforts. There’ll always be another company’s social media fail to talk about tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the numerous opportunities it presents. Having the opportunity to communicate with your customers on a personal level is remarkable, and you must be prepared for social media fails because they will occur at some point or another. This article features some key ways to recover from social media fails, including using humour, responding 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, speak to digital marketing specialists who will be able to assist you quickly and effectively. Contact the team at Internet Marketing Experts Mt Gambier on 1300 595 013 or visit their website: http://www.internetmarketingexpertsmtgambier.com.au