How To Recover From A Social Media Blunder
There’s no doubt that social media is a large element of online marketing strategies for many businesses. With more than 1 billion active users on Facebook alone provides incredible opportunities for business in a range of different ways. Naturally, advertising is the largest opportunity for companies, but there’s also a wonderful opportunity for businesses to connect with their customers on a personal level through 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 obviously, there’s going to be an abundance of social media fails when companies address customer’s feedback online.
The issue here is that whatever you post on the internet, stays on the internet, so it’s critical that sufficient time is invested in delivering accurate and appropriate responses to customers through social media. At the same time though, there’s continually going to be some newsworthy controversy. If social media fails aren’t controlled sufficiently, they can seriously tarnish a brand’s image and can even put a business into crisis mode in a few minutes. So here’s a brief guide of how your company can recover from social media blunders with little damage to your brand and reputation.
Have a sense of humour
When harmless social media blunders happen, making a joke of the blunder by using some quick wit is one of the best solutions. A lot of the time, shedding some humour so everyone has a laugh is the internet version of almost tripping on the footpath and turning it into a dance recital. In fact, Facebook’s algorithm rewards posts that encounter high volumes of interactions, including likes, comments and replies, so it’s possible to transform a basic blunder into higher exposure and a wider target audience, all from an innocent mistake!
Regardless of the type of social media fail, the faster you react, the better your end result will be. In today’s digital world, controversial news spreads like wildfire, so it’s crucial that you accept your blunder, genuinely apologise then clearly explain the next steps you will be taking to remedy the situation. Simply ignoring the blunder can have disastrous consequences and the longer it takes you to act, the more momentum your social media fail will be gaining and the harder it will be to resolve.
It’s critical that you are honest about your blunder and the steps you’re taking to remedy the predicament. There’s no point arguing with your customers if you’re the one who has made the error! 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 damage your brand and reputation by further annoying your customers. Instead, 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 multiply 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 remedied the situation as best you can, keep moving forward with business as usual. Provided that 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 need to put measures in place to decrease the possibility of such errors arising again, and this will only strengthen your social media team with more experience. Social media blunders 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 error. But whatever you do, don’t reduce your social media’s initiatives. There’ll always be another businesses social media blunder to discuss tomorrow!
Social media is a powerful force in today’s society and businesses are capitalising on the many opportunities it presents. Having the capacity to communicate with your customers on a personal level is fantastic, and you must be prepared for social media blunders because they will happen at some point or another. This article discusses 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 with digital marketing professionals who will be able to assist you promptly and proficiently. Contact the team at Internet Marketing Experts Central Coast on 1300 595 013 or visit their website: http://www.internetmarketingexpertscentralcoast.com.au