How To Recover From A Social Media Fail
There’s no doubt that social media is a significant component of online marketing strategies for many businesses. Having more than 1 billion users on Facebook alone brings about incredible opportunities for business in a variety of different ways. Naturally, advertising is the biggest opportunity for companies, but there’s also a wonderful opportunity for businesses to connect with their customers on a personal level through a variety of social media platforms. Customers can convey all their feedback via a company’s social media account; the good, the bad, and the ugly. So obviously, there’s going to be an abundance of social media fails when businesses address customer’s feedback online.
The issue here is that whatever you post on the internet, stays on the internet, so it’s important that an adequate amount of time is invested in delivering accurate and appropriate responses to customers via social media. At the same time though, there’s typically going to be some newsworthy controversy. If social media fails aren’t managed appropriately, they can significantly damage a brand’s image and can even put a company into crisis mode in a few minutes. So here’s a brief outline of how your company can bounce back from social media fails with minimal damage to your brand and reputation.
Have a sense of humour
When innocent social media blunders transpire, making a joke of the issue by using some quick wit is one of the best antidotes. A lot of the time, 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 experience high volumes of interactions, including likes, comments and replies, so it’s conceivable to transform a simple blunder into increased exposure and a bigger target market, all from a simple mistake!
Take action immediately
Whatever the type of social media blunder, the faster you react, the better your result will be. In today’s online world, controversial news spreads like wildfire, so it’s crucial that you acknowledge your error, sincerely apologise then properly describe the next steps you will be taking to fix the situation. Just ignoring the oversight can have devastating 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 resolve.
It’s critical that you are honest about your blunder and the steps you’re taking to remedy the problem. There’s no point arguing with your customers if you’re the one who has made the oversight! If you blatantly 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 hurt your brand and reputation by further annoying your customers. On the other hand, 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 multiply 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 remedied 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 decrease the possibility of such blunders 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 realise ways to improve your product’s or brand’s image as a result of your mistake. But whatever you do, don’t reduce your social media’s endeavours. There’ll always be another company’s social media fail to talk about tomorrow!
Social media is a powerful force in today’s society and businesses are capitalising on the various opportunities it presents. Having the opportunity to communicate with your customers on a personal level is extraordinary, and you must be prepared for social media fails because they will transpire at some time or another. This article outlines some key ways to recover from social media blunders, 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, speak to digital marketing experts who will be able to assist you promptly and effectively. Contact the team at Internet Marketing Experts Brisbane on 1300 595 013 or visit their website: http://www.internetmarketingexpertsbrisbane.com.au