How To Recover From A Social Media Fail
There’s no doubt that social media is a significant aspect of online marketing strategies for many businesses. Having more than one billion active users on Facebook alone provides tremendous opportunities for business in a range of different ways. Clearly, advertising is the biggest opportunity for businesses, but there’s also a great 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 ultimately, there’s going to be loads of social media blunders when companies address customer’s feedback online.
The difficulty here is that anything that you post on the internet, stays on the internet, so it’s essential that sufficient time is spent in delivering accurate and fitting responses to customers via social media. At the same time though, there’s always going to be some newsworthy controversy. If social media fails aren’t controlled suitably, they can severely damage a brand’s image and can even put a business into crisis mode in just a few minutes. So here’s a brief outline of how your company can recover from social media fails with minimal damage to your brand and image.
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. 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 experience high volumes of interactions, including likes, comments and replies, so it’s conceivable to turn a simple blunder into higher exposure and a larger target market, all from an innocent mistake!
Take action immediately
Irrespective of the type of social media fail, the faster you take action, the better your end result will be. In today’s online world, controversial news spreads like wildfire, so it’s paramount that you confess your blunder, genuinely apologise then properly state the next steps you will be taking to rectify the situation. Merely ignoring the error can have destructive repercussions and the longer it takes you to take action, the more momentum your social media blunder will be gaining and the more challenging it will be to resolve.
It’s essential that you are honest about your social media fail 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 damage your brand and reputation by further frustrating your customers. Instead, 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 compound which can potentially turn your blunder into a disaster.
Keep moving forward
Social media fails, even crises, doesn’t define a brand so once you’ve corrected the situation as best you can, keep moving forward with business as normal. 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 procedures in place to minimise the likelihood of such mistakes arising again, and this will only strengthen your social media team with more experience. Social media blunders are like a wake-up call, and in some scenarios, 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 endeavours. 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 capitalising on the many opportunities it presents. Having the ability to communicate 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 time or another. This article discusses some key ways to recover from social media blunders, 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, reach out to digital marketing professionals who will be able to assist you promptly and effectively. Contact the team at Internet Marketing Experts Coffs Harbour on 1300 595 013 or visit their website: http://www.internetmarketingexpertscoffsharbour.com.au