How To Recover From A Social Media Blunder
There’s no doubt that social media is a big aspect of online marketing strategies for many businesses. With more than one billion active users on Facebook alone generates huge opportunities for business in a variety of different ways. Clearly, advertising is the largest opportunity for businesses, but there’s also a great opportunity for businesses to connect with their customers on a personal level via various social media platforms. Customers can express all their feedback via a company’s social media account; the good, the bad, and the ugly. So obviously, there’s going to be a considerable amount of social media blunders when businesses reply to customer’s feedback online.
The issue here is that anything you upload on the internet, stays on the internet, so it’s essential that an adequate amount of time is spent in presenting accurate and appropriate responses to customers through social media. At the same time though, there’s typically going to be some newsworthy controversy. If social media fails aren’t controlled suitably, they can significantly damage a brand’s image and can even put a company into crisis mode within a couple of minutes. So here’s a quick overview of how your company can bounce back from social media blunders with minimal damage to your brand and credibility.
Have a sense of humour
When harmless social media fails transpire, making a joke of the issue by using some quick wit is one of the best antidotes. In many cases, shedding some humour so everybody 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 conceivable to convert a basic blunder into greater exposure and a broader target market, all from a basic mistake!
Take action immediately
Regardless of the type of social media blunder, the quicker you act, the better your result will be. In today’s online world, controversial news spreads like wildfire, so it’s crucial that you acknowledge your blunder, sincerely apologise then accurately state the next steps you will be taking to resolve the situation. Merely ignoring the blunder can have destructive outcomes and the longer it takes you to react, the more momentum your social media blunder will be gaining and the more difficult it will be to remedy.
It’s important that you are honest about your mistake and the steps you’re taking to remedy the situation. There’s no point arguing with your customers if you’re the one who has made the error! 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 irritating your customers. On the contrary, if you are honest, your customers may not be happy but they’ll appreciate the fact that you’re not making another mistake! Nowadays, honesty is refreshing and lies only multiply which can likely turn your blunder into a disaster.
Keep moving forward
Social media blunders, even crises, doesn’t 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 far better than dwelling on the situation. You’ll need to put measures in place to minimise the possibility of such fails 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 instances, you may realise ways to improve your product’s or brand’s image because of your mistake. But whatever you do, don’t shy away from your social media’s initiatives. 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 capitalising on the many opportunities it presents. Having the opportunity to interact with your customers on a personal level is exceptional, and you have to be prepared for social media fails 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, talk with digital marketing professionals who will be able to assist you quickly and efficiently. Contact the team at Internet Marketing Experts Nowra on 1300 595 013 or visit their website: http://www.internetmarketingexpertsnowra.com.au