How To Recover From A Social Media Fail
There’s no question that social media is a significant element of internet marketing strategies for many businesses. With more than one billion active users on Facebook alone offers huge opportunities for business in a variety of different ways. Evidently, advertising is the largest opportunity for businesses, but there’s also a brilliant opportunity for businesses to communicate 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 of course, there’s going to be a lot of social media blunders when companies reply to customer’s feedback online.
The problem here is that whatever you post on the internet, stays on the internet, so it’s vital that adequate time is spent in presenting accurate and suitable responses to customers through social media. At the same time though, there’s regularly going to be some newsworthy controversy. If social media fails aren’t controlled accordingly, they can significantly tarnish a brand’s image and can even put a company into crisis mode in just a couple of minutes. So here’s a quick overview of how your business can rebound from social media fails with minimal damage to your brand and reputation.
Have a sense of humour
When innocent social media blunders happen, making a joke of the situation by using some quick wit is one of the best antidotes. Most of the time, 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 encounter high volumes of interactions, including likes, comments and replies, so it’s possible to convert a simple blunder into increased exposure and a bigger target audience, all from an innocent mistake!
Regardless of the type of social media blunder, the faster you act, the better your result will be. In today’s internet world, controversial news spreads like wildfire, so it’s essential that you acknowledge your mistake, sincerely apologise then clearly state the next steps you will be taking to fix the situation. Merely ignoring the oversight can have tragic implications and the longer it takes you to take action, the more momentum your social media fail will be gaining and the more difficult it will be to solve.
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 mistake! If you blatantly 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 harm your brand and reputation by further frustrating 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! Nowadays, honesty is refreshing and lies only intensify 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 corrected 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 ought to put procedures in place to reduce the possibility of such mistakes 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 circumstances, you may identify ways to improve your product’s or brand’s image because of your blunder. But whatever you do, don’t reduce your social media’s initiatives. There’ll always be another company’s social media fail to discuss tomorrow!
Social media is a powerful force in today’s society and businesses are making the most on the many opportunities it presents. Having the ability to connect with your customers on a personal level is remarkable, and you will need to be prepared for social media fails because they will transpire at some point or another. This article explains some key ways to recover from social media fails, including using humour, acting 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 specialists who will be able to assist you promptly and effectively. Contact the team at Internet Marketing Experts Townsville on 1300 595 013 or visit their website: http://www.internetmarketingexpertstownsville.com.au