How To Recover From A Social Media Blunder
There’s no question that social media is a large element of internet marketing strategies for many businesses. Having more than one billion active users on Facebook alone offers huge opportunities for business in a variety of different ways. Certainly, advertising is the largest opportunity for businesses, but there’s also a wonderful opportunity for businesses to communicate with their customers on a personal level via 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 without a doubt, there’s going to be a considerable amount of social media fails when companies address customer’s feedback online.
The issue here is that anything that you publish on the internet, stays on the internet, so it’s vital that sufficient time is invested in providing accurate and applicable responses to customers through social media. At the same time though, there’s often going to be some newsworthy controversy. If social media fails aren’t controlled accordingly, they can seriously damage a brand’s image and can even put a company into crisis mode in just a couple of minutes. So here’s a brief overview of how your company can recover from social media fails with little damage to your brand and image.
Have a sense of humour
When harmless social media fails happen, making a joke of the issue by using some quick wit is one of the best antidotes. In most cases, 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 transform a basic blunder into greater exposure and a larger target market, all from a simple mistake!
Whatever the type of social media blunder, the faster you take action, the better your result will be. In today’s internet world, controversial news spreads like wildfire, so it’s critical that you accept your error, genuinely apologise then clearly state the next steps you will be taking to resolve the situation. Simply ignoring the oversight can have disastrous implications and the longer it takes you to react, the more momentum your social media blunder will be gaining and the more challenging it will be to remedy.
It’s imperative that you are honest about your blunder and the steps you’re taking to deal with the problem. There’s no point arguing with your customers if you’re the one who has made the error! If you deliberately 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 tarnish your brand and reputation by further irritating 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! These days, honesty is refreshing and lies only intensify which can possibly turn your blunder into a disaster.
Keep moving forward
Social media mistakes, even crises, doesn’t define a brand so once you’ve remedied the situation as best you can, keep moving forward with business as normal. As 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 far better than dwelling on the situation. You’ll ought to put procedures in place to minimise the possibility 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 circumstances, you may uncover 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 initiatives. There’ll always be another businesses social media blunder to talk about tomorrow!
Social media is a powerful force in today’s society and companies are making the most on the many opportunities it presents. Having the opportunity to connect with your customers on a personal level is tremendous, and you need to be prepared for social media fails because they will occur at some time or another. This article features some key ways to recover from social media fails, including using humour, acting fast, being honest and moving forward with business. If you find yourself in a deep social media crisis and you need assistance before things get out of hand, speak to digital marketing experts who will be able to assist you quickly and proficiently. Contact the team at Internet Marketing Experts Bundaberg on 1300 595 013 or visit their website: http://www.internetmarketingexpertsbundaberg.com.au