How To Recover From A Social Media Blunder
There’s no question that social media is a considerable element of online marketing strategies for many companies. Having over one billion users on Facebook alone brings about enormous opportunities for business in a range of different ways. Obviously, advertising is the largest opportunity for businesses, but there’s also a wonderful opportunity for businesses to interact with their customers on a personal level through a variety of social media platforms. Customers can convey 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 fails when companies respond to customer’s feedback online.
The problem here is that anything you upload on the internet, stays on the internet, so it’s important that a sufficient amount of time is invested in providing 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 fails aren’t controlled accordingly, 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 bounce back from social media fails with little damage to your brand and reputation.
Have a sense of humour
When innocent social media blunders transpire, making a joke of the predicament by using some quick wit is one of the best remedies. A lot of the time, shedding some humour so everybody 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 experience high volumes of interactions, including likes, comments and replies, so it’s possible to turn a basic blunder into higher exposure and a bigger target audience, all from an innocent mistake!
Whatever the type of social media blunder, the faster you respond, the better your result will be. In today’s internet world, controversial news spreads like wildfire, so it’s vital that you confess your error, genuinely apologise then accurately state the next steps you will be taking to remedy the situation. Just ignoring the mistake can have harmful implications and the longer it takes you to respond, the more momentum your social media fail will be gaining and the more challenging it will be to solve.
It’s vital that you are honest about your social media blunder 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 oversight! 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 damage your brand and reputation by further irritating 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 another mistake! These days, honesty is refreshing and lies only magnify which can likely 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 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 much better than dwelling on the situation. You’ll need to put measures in place to significantly lower the chances of such fails arising again, and this will only strengthen your social media team with more experience. Social media fails are like a wake-up call, and in some instances, you may discover ways to improve your product’s or brand’s image because of your mistake. But whatever you do, don’t reduce your social media’s endeavours. There’ll always be someone else’s social media fail to talk about tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the numerous opportunities it presents. Having the capacity to communicate with your customers on a personal level is incredible, and you will need to be prepared for social media blunders because they will happen at some point or another. This article illustrates 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, speak with digital marketing professionals who will be able to assist you quickly and efficiently. Contact the team at Slingshot Internet Marketing on 1300 477 310 or visit their website: http://www.slingshotinternetmarketing.com