How To Recover From A Social Media Blunder
There’s no doubt that social media is a sizeable ingredient of online marketing strategies for many companies. With more than one billion users on Facebook alone brings about massive opportunities for business in a variety of different ways. Obviously, advertising is the largest opportunity for companies, but there’s also a terrific opportunity for businesses to communicate 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 naturally, there’s going to be an abundance of social media fails when businesses respond to customer’s feedback online.
The problem here is that anything that you publish on the internet, stays on the internet, so it’s vital that sufficient time is spent in providing accurate and fitting responses to customers via social media. At the same time though, there’s always going to be some newsworthy controversy. If social media fails aren’t managed properly, they can severely damage a brand’s image and can even put a business into crisis mode in a few minutes. So here’s a quick guide of how your company can rebound from social media blunders with minimal damage to your brand and reputation.
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 antidotes. A lot of the time, shedding some humour so everyone has a laugh is the internet version of nearly tripping on the pavement 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 conceivable to convert a basic blunder into increased exposure and a bigger target audience, all from an innocent mistake!
Take action immediately
Irrespective of the type of social media blunder, the faster you take action, the better your result will be. In today’s online world, controversial news spreads like wildfire, so it’s important that you admit your error, sincerely apologise then clearly explain the next steps you will be taking to fix the situation. Just ignoring the problem can have devastating outcomes and the longer it takes you to take action, the more momentum your social media blunder will be gaining and the harder it will be to solve.
It’s vital that you are honest about your blunder and the steps you’re taking to resolve the problem. There’s no point arguing with your customers if you’re the one who has made the mistake! If you deliberately lie about how long it will take for your servers to be back online or the length of time before new stock arrives, it’s only going to tarnish 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 yet another mistake! Nowadays, honesty is refreshing and lies only compound which can potentially turn your blunder into a disaster.
Keep moving forward
Social media fails, 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 significantly better than dwelling on the situation. You’ll ought to put measures in place to minimise the likelihood of such mistakes 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 mistake. But whatever you do, don’t reduce your social media’s efforts. There’ll always be another businesses social media blunder to talk about tomorrow!
Social media is a powerful force in today’s society and businesses are making the most on the various opportunities it presents. Having the ability to connect with your customers on a personal level is excellent, and you need to be prepared for social media blunders because they will happen at some time or another. This article explains some key ways to recover from social media blunders, 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, contact digital marketing experts who will be able to assist you promptly and efficiently. Contact the team at Internet Marketing Experts Hervey Bay on 1300 595 013 or visit their website: http://www.internetmarketingexpertsherveybay.com.au