There’s no doubt that social media is a considerable aspect of online marketing strategies for many companies. Having more than 1 billion users on Facebook alone generates tremendous opportunities for business in a variety of different ways. Evidently, advertising is the largest opportunity for businesses, but there’s also a wonderful opportunity for businesses to communicate with their customers on a personal level through 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 ultimately, there’s going to be an abundance of social media fails when companies address customer’s feedback online.
The problem here is that whatever you publish on the internet, stays on the internet, so it’s important that a sufficient amount of time is invested in providing accurate and suitable responses to customers through social media. At the same time though, there’s continually going to be some newsworthy controversy. If social media blunders aren’t managed effectively, 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 brief outline of how your company can recover from social media blunders with little damage to your brand and credibility.
Have a sense of humour
When innocent social media blunders happen, making a joke of the issue by using some quick wit is one of the best antidotes. In many cases, shedding some humour so everyone has a laugh is the internet version of nearly tripping on the footpath 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 transform a simple blunder into greater exposure and a wider target market, all from a basic mistake!
Take action immediately
Whatever the type of social media fail, the faster you react, the better your end result will be. In today’s online world, controversial news spreads like wildfire, so it’s crucial that you confess your blunder, genuinely apologise then clearly describe the next steps you will be taking to fix the situation. Merely ignoring the blunder can have destructive outcomes and the longer it takes you to respond, the more momentum your social media fail will be gaining and the tougher it will be to resolve.
It’s crucial that you are honest about your blunder and the steps you’re taking to remedy the predicament. There’s no point arguing with your customers if you’re the one who has made the oversight! If you deliberately 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 annoying 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! Nowadays, honesty is refreshing and lies only compound which can likely turn your blunder into a disaster.
Keep moving forward
Social media mistakes, even crises, does not define a brand so once you’ve resolved 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 far better than dwelling on the situation. You’ll need to put measures in place to minimise the likelihood 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 scenarios, you may uncover 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 company’s social media fail to hear about tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the many opportunities it presents. Having the capacity to communicate with your customers on a personal level is excellent, and you must be prepared for social media fails because they will occur at some point or another. This article features some key ways to recover from social media fails, 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, talk to digital marketing experts who will be able to assist you quickly and efficiently. Contact the team at Internet Marketing Experts Newcastle on 1300 595 013 or visit their website: http://www.internetmarketingexpertsnewcastle.com.au