How To Recover From A Social Media Blunder
There’s no question that social media is a substantial ingredient of internet marketing strategies for many companies. With more than 1 billion users on Facebook alone creates massive opportunities for business in a range of different ways. Naturally, advertising is the biggest opportunity for companies, but there’s also a terrific opportunity for businesses to interact 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 ultimately, there’s going to be plenty of social media fails when companies address customer’s feedback online.
The dilemma here is that whatever you publish on the internet, stays on the internet, so it’s vital 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 regularly going to be some newsworthy controversy. If social media blunders aren’t handled properly, they can seriously damage a brand’s image and can even put a business into crisis mode in just a few minutes. So here’s a brief guide of how your business can bounce back from social media fails with minimal damage to your brand and image.
Have a sense of humour
When innocent social media blunders happen, making a joke of the predicament by using some quick wit is one of the best remedies. A lot of the time, shedding some humour so everyone 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 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 market, all from an innocent mistake!
Take action immediately
Whatever the type of social media fail, the quicker you respond, the better your outcome will be. In today’s digital world, controversial news spreads like wildfire, so it’s vital that you acknowledge your blunder, genuinely apologise then clearly describe the next steps you will be taking to rectify the situation. Merely ignoring the oversight can have disastrous consequences and the longer it takes you to take action, the more momentum your social media fail will be gaining and the more challenging it will be to remedy.
It’s imperative that you are honest about your social media blunder and the steps you’re taking to remedy the issue. There’s no point arguing with your customers if you’re the one who has made the mistake! If you deliberately 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 hurt your brand and reputation by further irritating your customers. Conversely, if you are honest, your customers may not be happy but they’ll appreciate the fact that you’re not making another mistake! These days, honesty is refreshing and lies only intensify which can potentially turn your blunder into a disaster.
Keep moving forward
Social media blunders, 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. 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 procedures 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 fails are like a wake-up call, and in some scenarios, you may identify ways to improve your product’s or brand’s image as a result of your error. But whatever you do, don’t reduce your social media’s endeavours. 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 numerous opportunities it presents. Having the opportunity to interact with your customers on a personal level is extraordinary, and you need to be prepared for social media blunders because they will transpire at some point or another. This article explains 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 assistance before things get out of hand, talk to digital marketing experts who will be able to assist you promptly and proficiently. Contact the team at Internet Marketing Experts Gold Coast on 1300 595 013 or visit their website: https://www.internetmarketingexpertsgoldcoast.com.au