How To Recover From A Social Media Blunder
There’s no question that social media is a big component of internet marketing strategies for many businesses. With more than 1 billion users on Facebook alone offers tremendous opportunities for business in a variety of different ways. Naturally, advertising is the largest opportunity for businesses, but there’s also a terrific opportunity for businesses to connect 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 a considerable amount of social media blunders when companies respond to customer’s feedback online.
The difficulty here is that anything you publish on the internet, stays on the internet, so it’s imperative that sufficient time is invested in delivering accurate and appropriate responses to customers through social media. At the same time though, there’s typically going to be some newsworthy controversy. If social media blunders aren’t controlled effectively, they can severely tarnish a brand’s image and can even put a business into crisis mode in a couple of minutes. So here’s a brief guide of how your company can recover from social media blunders with minimal damage to your brand and credibility.
Have a sense of humour
When harmless social media fails transpire, making a joke of the predicament by using some quick wit is one of the best solutions. In most cases, 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 experience high volumes of interactions, including likes, comments and replies, so it’s possible to transform a simple blunder into higher exposure and a wider target market, all from a simple mistake!
Regardless of the type of social media fail, the quicker you react, the better your end result will be. In today’s online world, controversial news spreads like wildfire, so it’s vital that you accept your error, genuinely apologise then clearly state the next steps you will be taking to remedy the situation. Just ignoring the blunder can have disastrous consequences and the longer it takes you to respond, the more momentum your social media blunder will be gaining and the more difficult it will be to resolve.
It’s imperative that you are honest about your social media fail and the steps you’re taking to resolve the predicament. There’s no point arguing with your customers if you’re the one who has made the blunder! 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 annoying your customers. Conversely, if you are honest, your customers may not be happy but they’ll appreciate the fact that you’re not making another mistake! These days, honesty is refreshing and lies only magnify which can potentially turn your blunder into a disaster.
Keep moving forward
Social media mistakes, 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. Provided 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 have to put measures in place to decrease the likelihood 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 situations, you may discover ways to improve your product’s or brand’s image because of your error. But whatever you do, don’t shy away from your social media’s efforts. There’ll always be another businesses social media fail to talk about tomorrow!
Social media is a powerful force in today’s society and businesses are capitalising on the many opportunities it presents. Having the opportunity to connect with your customers on a personal level is spectacular, and you will need to be prepared for social media fails because they will occur at some point or another. This article discusses 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 assistance before things get out of hand, talk to digital marketing experts who will be able to assist you promptly and effectively. Contact the team at Internet Marketing Experts Shepparton on 1300 595 013 or visit their website: http://www.internetmarketingexpertsshepparton.com.au