How To Recover From A Social Media Fail
There’s no doubt that social media is a large ingredient of internet marketing strategies for many businesses. Having more than 1 billion active users on Facebook alone provides massive opportunities for business in a range of different ways. Evidently, advertising is the biggest opportunity for businesses, but there’s also a fantastic opportunity for businesses to interact with their customers on a personal level through a variety of social media platforms. Customers can express 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 considerable amount of social media blunders when businesses reply to customer’s feedback online.
The dilemma 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 via social media. At the same time though, there’s typically going to be some newsworthy controversy. If social media fails aren’t governed appropriately, they can seriously 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 recover from social media blunders with little damage to your brand and image.
Have a sense of humour
When innocent social media blunders happen, making a joke of the scenario by using some quick wit is one of the best solutions. Most of the time, shedding some humour so everyone has a laugh is the internet version of almost tripping on the footpath 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 conceivable to convert a simple blunder into increased exposure and a wider target audience, all from a simple mistake!
Take action immediately
Irrespective of the type of social media fail, the quicker you react, the better your outcome will be. In today’s digital world, controversial news spreads like wildfire, so it’s paramount that you confess your mistake, sincerely apologise then clearly describe the next steps you will be taking to rectify the situation. Simply ignoring the oversight can have disastrous repercussions and the longer it takes you to respond, the more momentum your social media fail will be gaining and the more difficult it will be to resolve.
It’s crucial that you are honest about your blunder 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 oversight! 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 tarnish your brand and reputation by further irritating your customers. On the contrary, if you are honest, your customers may not be happy but they’ll appreciate the fact that you’re not making another mistake! Nowadays, honesty is refreshing and lies only intensify which can possibly turn your blunder into a disaster.
Keep moving forward
Social media mistakes, even crises, doesn’t define a brand so once you’ve rectified the situation as best you can, keep moving forward with business as normal. Provided that 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 have to put measures in place to significantly lower the chances of such errors 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 uncover ways to improve your product’s or brand’s image because of your mistake. But whatever you do, don’t reduce your social media’s initiatives. 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 making the most on the many opportunities it presents. Having the capacity to communicate with your customers on a personal level is incredible, and you have to be prepared for social media blunders because they will materialise at some time or another. This article illustrates 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 to digital marketing experts who will be able to assist you quickly and efficiently. Contact the team at Internet Marketing Experts Ellenbrook on 1300 595 013 or visit their website: http://www.internetmarketingexpertsellenbrook.com.au