How To Recover From A Social Media BlunderCharles
There’s no question that social media is a significant component of online marketing strategies for many businesses. With more than one billion users on Facebook alone presents enormous opportunities for business in a variety of different ways. Certainly, advertising is the biggest opportunity for businesses, but there’s also a brilliant opportunity for businesses to connect with their customers on a personal level via 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 naturally, there’s going to be a lot of social media fails when businesses respond to customer’s feedback online.
The issue here is that whatever you post on the internet, stays on the internet, so it’s vital that an adequate amount of time is spent in providing accurate and fitting responses to customers through social media. At the same time though, there’s often going to be some newsworthy controversy. If social media fails aren’t controlled effectively, they can significantly damage a brand’s image and can even put a business into crisis mode within a few minutes. So here’s a quick overview of how your company can recover from social media blunders with minimal damage to your brand and credibility.
Have a sense of humour
When innocent social media fails occur, making a joke of the predicament by using some quick wit is one of the best remedies. A lot of the time, shedding some humour so everybody has a laugh is the internet version of almost 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 turn a basic blunder into increased exposure and a bigger target market, all from an innocent mistake!
Irrespective of the type of social media blunder, the quicker you act, the better your outcome will be. In today’s internet world, controversial news spreads like wildfire, so it’s critical that you confess your blunder, sincerely apologise then clearly describe the next steps you will be taking to correct the situation. Merely ignoring the mistake can have disastrous repercussions and the longer it takes you to respond, the more momentum your social media blunder will be gaining and the tougher it will be to solve.
It’s imperative 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 error! 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 annoying your customers. Conversely, if you are honest, your customers may not be happy but they’ll appreciate the fact that you’re not making another mistake! These days, honesty is refreshing and lies only multiply 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 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 significantly better than dwelling on the situation. You’ll ought to put measures in place to decrease the chances of such mistakes arising again, and this will only strengthen your social media team with more experience. Social media fails are like a wake-up call, and in some situations, you may uncover 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 endeavours. 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 capitalising on the many opportunities it presents. Having the ability to connect with your customers on a personal level is spectacular, and you must be prepared for social media blunders because they will occur at some point or another. This article features 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 help before things get out of hand, talk with digital marketing professionals who will be able to assist you promptly and effectively. Contact the team at Internet Marketing Experts Albany on 1300 595 013 or visit their website: http://www.internetmarketingexpertsalbany.com.au