How To Recover From A Social Media Blunder
There’s no question that social media is a large component of internet marketing strategies for many companies. With more than 1 billion active users on Facebook alone offers huge opportunities for business in a variety of different ways. Obviously, advertising is the largest opportunity for businesses, 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 a lot of social media fails when companies respond to customer’s feedback online.
The concern here is that anything you post on the internet, stays on the internet, so it’s necessary that sufficient time is spent in delivering 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 fails aren’t dealt with suitably, they can significantly damage a brand’s image and can even put a business into crisis mode in just a couple of minutes. So here’s a quick overview of how your business can bounce back from social media fails with minimal damage to your brand and reputation.
Have a sense of humour
When harmless social media blunders happen, making a joke of the situation by using some quick wit is one of the best remedies. In most 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 experience high volumes of interactions, including likes, comments and replies, so it’s conceivable to transform a simple blunder into higher exposure and a bigger target market, all from an innocent mistake!
Irrespective of the type of social media blunder, the quicker you take action, the better your result will be. In today’s online world, controversial news spreads like wildfire, so it’s essential that you confess your mistake, genuinely apologise then properly explain the next steps you will be taking to rectify the situation. Simply ignoring the error can have harmful 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 resolve.
It’s essential that you are honest about your social media 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 blunder! If you blatantly lie about how long 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. Conversely, 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 magnify which can essentially turn your blunder into a disaster.
Keep moving forward
Social media blunders, even crises, does not define a brand so once you’ve corrected the situation as best you can, keep moving forward with business as usual. 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 much better than dwelling on the situation. You’ll ought to put procedures in place to decrease the chances of such mistakes arising again, and this will only improve your social media team with more experience. Social media blunders are like a wake-up call, and in some situations, you may identify ways to improve your product’s or brand’s image because of your error. But whatever you do, don’t shy away from your social media’s initiatives. There’ll always be someone else’s social media fail to hear about 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 extraordinary, and you need to be prepared for social media blunders because they will occur at some point or another. This article discusses 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, talk to digital marketing professionals who will be able to assist you quickly and effectively. Contact the team at Internet Marketing Experts Rockhampton on 1300 595 013 or visit their website: http://www.internetmarketingexpertsrockhampton.com.au