There’s no question that social media is a significant ingredient of online marketing strategies for many businesses. Having over one billion users on Facebook alone provides remarkable opportunities for business in a variety of different ways. Certainly, advertising is the largest opportunity for businesses, but there’s also a great 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 naturally, there’s going to be loads of social media fails when businesses reply to customer’s feedback online.
The issue here is that whatever you publish on the internet, stays on the internet, so it’s vital 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 often going to be some newsworthy controversy. If social media fails aren’t governed suitably, they can significantly damage a brand’s image and can even put a business into crisis mode in a few minutes. So here’s a quick guide of how your company can bounce back from social media blunders with minimal damage to your brand and credibility.
Have a sense of humour
When harmless social media blunders happen, making a joke of the scenario by using some quick wit is one of the best remedies. Most of the time, shedding some humour so everyone 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 encounter high volumes of interactions, including likes, comments and replies, so it’s possible to convert a simple blunder into greater exposure and a wider target audience, all from a simple mistake!
Take action immediately
No matter what the type of social media blunder, the faster you act, the better your result will be. In today’s digital world, controversial news spreads like wildfire, so it’s crucial that you confess your mistake, genuinely apologise then clearly explain the next steps you will be taking to fix the situation. Just ignoring the mistake can have destructive implications and the longer it takes you to react, the more momentum your social media blunder will be gaining and the harder it will be to solve.
It’s vital that you are honest about your social media fail 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 error! If you deliberately 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 damage your brand and reputation by further irritating your customers. However, 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 blunders, even crises, doesn’t define a brand so once you’ve resolved the situation as best you can, keep moving forward with business as usual. As 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 procedures in place to reduce the likelihood of such blunders arising again, and this will only improve your social media team with more experience. Social media fails are like a wake-up call, and in some situations, you may discover ways to improve your product’s or brand’s image because of your blunder. But whatever you do, don’t shy away from your social media’s initiatives. There’ll always be another company’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. Having the ability to communicate with your customers on a personal level is spectacular, and you must be prepared for social media blunders because they will materialise at some time or another. This article highlights 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 assistance before things get out of hand, talk with digital marketing professionals who will be able to assist you quickly and effectively. Contact the team at Internet Marketing Experts Mackay on 1300 595 013 or visit their website: http://www.internetmarketingexpertsmackay.com.au