How To Recover From A Social Media Fail
There’s no question that social media is a significant ingredient of online marketing strategies for many businesses. With more than 1 billion active users on Facebook alone offers enormous opportunities for business in a range of different ways. Certainly, advertising is the largest opportunity for companies, but there’s also a brilliant opportunity for businesses to connect with their customers on a personal level through 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 without a doubt, 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 that you post on the internet, stays on the internet, so it’s crucial that adequate time is spent in presenting accurate and suitable responses to customers through social media. At the same time though, there’s typically going to be some newsworthy controversy. If social media blunders aren’t controlled suitably, they can significantly damage a brand’s image and can even put a business into crisis mode within a couple of minutes. So here’s a quick guide of how your business can recover from social media blunders with little 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 remedies. In most 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 encounter high volumes of interactions, including likes, comments and replies, so it’s possible to convert a basic blunder into increased exposure and a broader target audience, all from a basic mistake!
No matter what the type of social media blunder, the quicker you respond, the better your end result will be. In today’s online world, controversial news spreads like wildfire, so it’s paramount that you accept your mistake, sincerely apologise then accurately 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 more difficult it will be to resolve.
It’s crucial that you are honest about your social media fail and the steps you’re taking to deal with the predicament. There’s no point arguing with your customers if you’re the one who has made the mistake! 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. On the other hand, 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 magnify which can possibly turn your blunder into a disaster.
Keep moving forward
Social media fails, even crises, doesn’t define a brand so once you’ve remedied 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 procedures in place to reduce the likelihood 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 situations, you may find ways to improve your product’s or brand’s image as a result of your mistake. But whatever you do, don’t reduce your social media’s endeavours. There’ll always be another businesses social media fail to speak about tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the numerous opportunities it presents. Having the ability to communicate with your customers on a personal level is tremendous, and you have 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, 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, contact digital marketing professionals who will be able to assist you quickly and efficiently. Contact the team at Internet Marketing Experts Bathurst on 1300 595 013 or visit their website: http://www.internetmarketingexpertsbathurst.com.au