How To Recover From A Social Media Fail
There’s no doubt that social media is a substantial aspect of internet marketing strategies for many companies. With more than one billion active users on Facebook alone provides enormous opportunities for business in a range of different ways. Obviously, advertising is the biggest opportunity for companies, but there’s also a great opportunity for businesses to interact 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 of course, there’s going to be a considerable amount of social media blunders when companies address customer’s feedback online.
The issue here is that whatever you publish on the internet, stays on the internet, so it’s necessary that an adequate amount of time is spent in providing 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 blunders aren’t controlled sufficiently, they can significantly damage a brand’s image and can even put a business into crisis mode within a few minutes. So here’s a quick overview of how your business can bounce back from social media blunders with little damage to your brand and reputation.
Have a sense of humour
When innocent social media blunders occur, making a joke of the issue by using some quick wit is one of the best remedies. In many cases, shedding some humour so everybody has a laugh is the internet version of nearly 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 possible to turn a simple blunder into higher exposure and a broader target market, all from a basic mistake!
No matter what the type of social media fail, the quicker you act, the better your end result will be. In today’s digital world, controversial news spreads like wildfire, so it’s crucial that you acknowledge your error, genuinely apologise then accurately state the next steps you will be taking to rectify the situation. Simply ignoring the problem can have tragic consequences and the longer it takes you to react, the more momentum your social media fail will be gaining and the tougher it will be to remedy.
It’s critical that you are honest about your mistake and the steps you’re taking to resolve the situation. There’s no point arguing with your customers if you’re the one who has made the error! If you deliberately lie about the length of time it will take for your servers to be back online or how long before new stock arrives, it’s only going to damage your brand and reputation by further irritating your customers. Moreover, 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 possibly turn your blunder into a disaster.
Keep moving forward
Social media mistakes, even crises, does not define a brand so once you’ve corrected the situation as best you can, keep moving forward with business as normal. 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 significantly better than dwelling on the situation. You’ll ought to put procedures in place to minimise the likelihood of such blunders arising again, and this will only improve your social media team with more experience. Social media fails are like a wake-up call, and in some circumstances, you may find ways to improve your product’s or brand’s image as a result of your blunder. But whatever you do, don’t reduce your social media’s efforts. There’ll always be someone else’s social media fail to discuss tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the various opportunities it presents. Having the capacity to connect with your customers on a personal level is incredible, and you need to be prepared for social media blunders because they will materialise at some time or another. This article outlines 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, reach out to digital marketing professionals who will be able to assist you promptly and effectively. Contact the team at Internet Marketing Experts Geraldton on 1300 595 013 or visit their website: http://www.internetmarketingexpertsgeraldton.com.au