There’s no question that social media is a significant aspect of internet marketing strategies for many companies. With more than 1 billion users on Facebook alone creates remarkable opportunities for business in a range of different ways. Clearly, advertising is the largest opportunity for businesses, but there’s also a fantastic opportunity for businesses to connect 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 obviously, there’s going to be an abundance of social media blunders when businesses respond to customer’s feedback online.
The dilemma here is that anything that you publish on the internet, stays on the internet, so it’s critical that sufficient time is invested in presenting accurate and applicable 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 dealt with appropriately, they can seriously damage a brand’s image and can even put a company into crisis mode within a few minutes. So here’s a quick overview of how your company can recover from social media fails with minimal damage to your brand and credibility.
Have a sense of humour
When innocent social media fails occur, making a joke of the blunder by using some quick wit is one of the best remedies. Most of the time, shedding some humour so everybody 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 transform a simple blunder into increased exposure and a bigger target audience, all from a simple mistake!
Irrespective of the type of social media blunder, the quicker you respond, the better your end result will be. In today’s internet world, controversial news spreads like wildfire, so it’s paramount that you admit your error, sincerely apologise then clearly explain the next steps you will be taking to rectify the situation. Merely ignoring the mistake can have devastating outcomes and the longer it takes you to react, the more momentum your social media fail will be gaining and the more difficult it will be to resolve.
It’s critical that you are honest about your blunder and the steps you’re taking to deal with 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 the length of time it will take for your servers to be back online or the length of time before new stock arrives, it’s only going to hurt your brand and reputation by further frustrating your customers. However, 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 multiply which can possibly turn your blunder into a disaster.
Keep moving forward
Social media blunders, 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. 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 much better than dwelling on the situation. You’ll need to put procedures 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 mistakes are like a wake-up call, and in some instances, you may find ways to improve your product’s or brand’s image as a result 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 talk about tomorrow!
Social media is a powerful force in today’s society and businesses are making the most on the various opportunities it presents. Being able to connect with your customers on a personal level is spectacular, and you need to be prepared for social media blunders because they will transpire at some point or another. This article discusses 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 to digital marketing experts who will be able to assist you promptly and efficiently. Contact the team at Internet Marketing Experts Sunshine Coast on 1300 595 013 or visit their website: http://www.internetmarketingexpertssunshinecoast.com.au