How To Recover From A Social Media Blunder
There’s no doubt that social media is a big ingredient of internet marketing strategies for many businesses. Having more than one billion users on Facebook alone brings about massive opportunities for business in a variety of different ways. Certainly, advertising is the largest opportunity for companies, but there’s also an excellent opportunity for businesses to connect with their customers on a personal level via 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 without a doubt, there’s going to be a considerable amount of social media blunders when companies reply to customer’s feedback online.
The problem here is that anything that you post on the internet, stays on the internet, so it’s important that sufficient time is spent in presenting accurate and applicable responses to customers via social media. At the same time though, there’s typically going to be some newsworthy controversy. If social media blunders aren’t managed properly, they can severely tarnish a brand’s image and can even put a business into crisis mode in a couple of minutes. So here’s a quick guide of how your business can recover from social media blunders with minimal damage to your brand and image.
Have a sense of humour
When harmless social media fails happen, making a joke of the predicament by using some quick wit is one of the best solutions. Most of the time, shedding some humour so everybody has a laugh is the internet version of almost tripping on the footpath 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 convert a basic blunder into greater exposure and a wider target market, all from a basic mistake!
Whatever the type of social media blunder, the quicker you respond, the better your result will be. In today’s digital world, controversial news spreads like wildfire, so it’s essential that you accept your error, sincerely apologise then clearly describe the next steps you will be taking to remedy the situation. Just ignoring the problem 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 solve.
It’s vital that you are honest about your social media fail and the steps you’re taking to remedy the predicament. There’s no point arguing with your customers if you’re the one who has made the oversight! If you deliberately lie about how long 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. On the contrary, 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 intensify which can potentially turn your blunder into a disaster.
Keep moving forward
Social media blunders, even crises, doesn’t define a brand so once you’ve rectified the situation as best you can, keep moving forward with business as normal. 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 have 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 identify ways to improve your product’s or brand’s image as a result of your blunder. But whatever you do, don’t shy away from your social media’s efforts. There’ll always be someone else’s social media blunder to talk about tomorrow!
Social media is a powerful force in today’s society and businesses are making the most on the various opportunities it presents. Being able to interact with your customers on a personal level is incredible, and you will need to be prepared for social media blunders because they will transpire at some point or another. This article features some key ways to recover from social media fails, including using humour, reacting fast, being honest and moving forward with business. If you find yourself in a deep social media crisis and you need help before things get out of hand, speak with digital marketing experts who will be able to assist you quickly and proficiently. Contact the team at Internet Marketing Experts Traralgon on 1300 595 013 or visit their website: http://www.internetmarketingexpertstraralgon.com.au