How To Recover From A Social Media Fail
There’s no question that social media is a big ingredient of online marketing strategies for many companies. Having more than 1 billion active users on Facebook alone provides tremendous opportunities for business in a variety of different ways. Evidently, advertising is the biggest opportunity for businesses, but there’s also a terrific opportunity for businesses to interact with their customers on a personal level through various social media platforms. Customers can express all their feedback via a company’s social media account; the good, the bad, and the ugly. So obviously, there’s going to be a lot of social media fails 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 critical that a sufficient amount of time is invested in presenting accurate and appropriate responses to customers through social media. At the same time though, there’s continually going to be some newsworthy controversy. If social media fails aren’t managed effectively, they can seriously tarnish a brand’s image and can even put a business into crisis mode within a few minutes. So here’s a quick guide of how your business can rebound from social media fails with little damage to your brand and image.
Have a sense of humour
When innocent social media blunders transpire, making a joke of the scenario 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 almost tripping on the pavement 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 basic blunder into greater exposure and a larger target audience, all from a basic mistake!
No matter what the type of social media blunder, the quicker you take action, the better your outcome will be. In today’s internet world, controversial news spreads like wildfire, so it’s important that you acknowledge your error, sincerely apologise then clearly state the next steps you will be taking to fix the situation. Merely ignoring the problem can have devastating consequences and the longer it takes you to act, the more momentum your social media fail will be gaining and the more challenging it will be to remedy.
It’s important that you are honest about your social media fail and the steps you’re taking to resolve 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 hurt 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 yet another mistake! These days, honesty is refreshing and lies only compound which can essentially turn your blunder into a disaster.
Keep moving forward
Social media mistakes, even crises, does not define a brand so once you’ve rectified 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 significantly better than dwelling on the situation. You’ll ought to put measures in place to significantly lower 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 circumstances, you may identify 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 endeavours. There’ll always be someone else’s social media fail to discuss tomorrow!
Social media is a powerful force in today’s society and businesses are capitalising on the numerous opportunities it presents. Having the capacity 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 happen at some point or another. This article outlines 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 help before things get out of hand, consult with digital marketing experts who will be able to assist you quickly and efficiently. Contact the team at Internet Marketing Experts Orange on 1300 595 013 or visit their website: http://www.internetmarketingexpertsorange.com.au