How To Recover From A Social Media Fail
There’s no doubt that social media is a big component of online marketing strategies for many companies. Having more than one billion users on Facebook alone presents massive opportunities for business in a variety of different ways. Evidently, advertising is the largest opportunity for businesses, but there’s also a fantastic opportunity for businesses to interact 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 of course, there’s going to be a considerable amount of social media fails when businesses respond to customer’s feedback online.
The dilemma here is that anything that you post on the internet, stays on the internet, so it’s vital that an adequate amount of time is invested in presenting accurate and applicable responses to customers via social media. At the same time though, there’s continually going to be some newsworthy controversy. If social media blunders aren’t dealt with effectively, they can seriously tarnish a brand’s image and can even put a business into crisis mode in just a couple of minutes. So here’s a quick guide of how your business can bounce back from social media fails with little damage to your brand and credibility.
Have a sense of humour
When innocent social media fails happen, 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 nearly tripping on the pavement 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 simple blunder into greater exposure and a larger target market, all from a simple mistake!
Irrespective of the type of social media blunder, the faster you take action, the better your result will be. In today’s internet world, controversial news spreads like wildfire, so it’s crucial that you admit your blunder, sincerely apologise then clearly explain the next steps you will be taking to resolve the situation. Simply ignoring the oversight can have adverse implications and the longer it takes you to take action, the more momentum your social media fail will be gaining and the more challenging it will be to solve.
It’s important that you are honest about your social media 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 how long it will take for your servers to be back online or how long before new stock arrives, it’s only going to harm your brand and reputation by further irritating your customers. Moreover, 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 possibly turn your blunder into a disaster.
Keep moving forward
Social media mistakes, even crises, does not define a brand so once you’ve rectified 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 minimise the possibility of such blunders arising again, and this will only strengthen your social media team with more experience. Social media blunders 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 error. But whatever you do, don’t shy away from 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 capitalising on the numerous opportunities it presents. Being able to communicate with your customers on a personal level is marvelous, and you must be prepared for social media fails because they will happen at some point or another. This article explains 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, speak with digital marketing professionals who will be able to assist you quickly and efficiently. Contact the team at Internet Marketing Experts Bendigo on 1300 595 013 or visit their website: http://www.internetmarketingexpertsbendigo.com.au