How To Recover From A Social Media Fail
There’s no doubt that social media is a significant ingredient of online marketing strategies for many businesses. Having over 1 billion active users on Facebook alone offers remarkable opportunities for business in a range of different ways. Obviously, advertising is the largest opportunity for companies, but there’s also an excellent 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 without a doubt, there’s going to be plenty of social media fails when companies address customer’s feedback online.
The issue here is that anything you upload on the internet, stays on the internet, so it’s crucial that a sufficient amount of time is spent in providing accurate and suitable responses to customers through social media. At the same time though, there’s continually going to be some newsworthy controversy. If social media blunders aren’t controlled appropriately, they can significantly tarnish a brand’s image and can even put a business into crisis mode in just a few minutes. So here’s a brief guide of how your company can bounce back from social media fails with minimal damage to your brand and reputation.
Have a sense of humour
When innocent social media fails occur, making a joke of the issue by using some quick wit is one of the best remedies. In many cases, shedding some humour so everybody has a laugh is the internet version of nearly 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 conceivable to transform a basic blunder into greater exposure and a wider target audience, all from an innocent mistake!
No matter what the type of social media blunder, the faster you take action, the better your result will be. In today’s digital world, controversial news spreads like wildfire, so it’s imperative that you confess your blunder, genuinely apologise then accurately specify the next steps you will be taking to rectify the situation. Just ignoring the blunder can have devastating implications and the longer it takes you to take action, the more momentum your social media fail will be gaining and the more challenging it will be to solve.
It’s essential that you are honest about your social media fail and the steps you’re taking to remedy the problem. There’s no point arguing with your customers if you’re the one who has made the error! If you deliberately 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 tarnish your brand and reputation by further irritating your customers. Conversely, 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 multiply which can potentially turn your blunder into a disaster.
Keep moving forward
Social media fails, 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. So 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 significantly better than dwelling on the situation. You’ll need to put measures in place to reduce the possibility of such errors arising again, and this will only improve your social media team with more experience. Social media fails are like a wake-up call, and in some scenarios, you may realise ways to improve your product’s or brand’s image because of your blunder. But whatever you do, don’t reduce your social media’s initiatives. There’ll always be someone else’s social media blunder to speak 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 wonderful, and you need to be prepared for social media blunders because they will materialise at some time or another. This article outlines some key ways to recover from social media fails, including using humour, responding 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 professionals who will be able to assist you quickly and efficiently. Contact the team at Internet Marketing Experts Darwin on 1300 595 013 or visit their website: http://www.internetmarketingexpertsdarwin.com.au