There’s no doubt that social media is a sizeable component of online marketing strategies for many businesses. With more than one billion active users on Facebook alone presents tremendous 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 communicate with their customers on a personal level via various social media platforms. Customers can convey all their feedback via a company’s social media account; the good, the bad, and the ugly. So naturally, there’s going to be an abundance of social media fails when companies address customer’s feedback online.
The concern here is that anything that you post on the internet, stays on the internet, so it’s crucial that a sufficient amount of time is invested in presenting accurate and fitting responses to customers via social media. At the same time though, there’s always going to be some newsworthy controversy. If social media fails aren’t governed sufficiently, they can significantly tarnish a brand’s image and can even put a company into crisis mode in a few minutes. So here’s a quick outline of how your company can bounce back from social media blunders with minimal damage to your brand and image.
Have a sense of humour
When innocent social media fails occur, making a joke of the scenario by using some quick wit is one of the best solutions. In most cases, 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 possible to convert a basic blunder into greater exposure and a larger target audience, all from a simple mistake!
Take action immediately
Irrespective of the type of social media fail, the faster you act, the better your result will be. In today’s internet world, controversial news spreads like wildfire, so it’s crucial that you admit your error, sincerely apologise then clearly explain the next steps you will be taking to rectify the situation. Just ignoring the problem can have devastating implications and the longer it takes you to react, the more momentum your social media blunder will be gaining and the tougher it will be to remedy.
It’s vital that you are honest about your blunder and the steps you’re taking to resolve 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 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 frustrating your customers. Alternatively, if you are honest, your customers may not be happy but they’ll appreciate the fact that you’re not making yet another mistake! These days, honesty is refreshing and lies only multiply which can possibly 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 much better than dwelling on the situation. You’ll have to put measures in place to significantly lower the possibility of such errors 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 uncover ways to improve your product’s or brand’s image because of your blunder. But whatever you do, don’t reduce your social media’s efforts. There’ll always be someone else’s social media fail to speak 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 communicate with your customers on a personal level is excellent, and you need to be prepared for social media blunders because they will happen 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 help before things get out of hand, reach out to digital marketing experts who will be able to assist you promptly and proficiently. Contact the team at Internet Marketing Experts Kalgoorlie on 1300 595 013 or visit their website: http://internetmarketingexpertskalgoorlie.com.au