How To Recover From A Social Media Fail
There’s no question that social media is a big aspect of online marketing strategies for many companies. Having more than 1 billion active users on Facebook alone brings about enormous opportunities for business in a range of different ways. Evidently, advertising is the largest opportunity for companies, but there’s also an excellent opportunity for businesses to interact with their customers on a personal level through various 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 loads of social media blunders when companies address customer’s feedback online.
The dilemma here is that anything that you upload on the internet, stays on the internet, so it’s essential 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 always going to be some newsworthy controversy. If social media blunders aren’t dealt with sufficiently, they can significantly damage a brand’s image and can even put a business into crisis mode within a couple of minutes. So here’s a quick overview of how your business can rebound from social media blunders with minimal damage to your brand and image.
Have a sense of humour
When innocent social media blunders transpire, making a joke of the scenario by using some quick wit is one of the best antidotes. Most of the time, shedding some humour so everyone has a laugh is the internet version of almost tripping on the pavement 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 possible to transform a simple blunder into higher exposure and a broader target audience, all from a simple mistake!
Take action immediately
Whatever the type of social media blunder, the faster you act, the better your outcome will be. In today’s internet world, controversial news spreads like wildfire, so it’s vital that you accept your blunder, sincerely apologise then accurately state the next steps you will be taking to rectify the situation. Just ignoring the oversight can have adverse outcomes and the longer it takes you to take action, the more momentum your social media blunder will be gaining and the more challenging it will be to resolve.
It’s crucial that you are honest about your social media fail 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 oversight! 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 tarnish 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! These days, honesty is refreshing and lies only compound which can potentially turn your blunder into a disaster.
Keep moving forward
Social media mistakes, even crises, does not define a brand so once you’ve rectified 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 far better than dwelling on the situation. You’ll have to put procedures in place to decrease the possibility of such mistakes arising again, and this will only improve your social media team with more experience. Social media mistakes are like a wake-up call, and in some instances, 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 efforts. There’ll always be another businesses social media fail to talk about tomorrow!
Social media is a powerful force in today’s society and companies are making the most on the various opportunities it presents. Having the capacity to interact with your customers on a personal level is marvelous, and you will need to be prepared for social media blunders because they will materialise at some point 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, talk with digital marketing professionals who will be able to assist you quickly and effectively. Contact the team at Internet Marketing Experts Gladstone on 1300 595 013 or visit their website: http://www.internetmarketingexpertsgladstone.com.au