How To Recover From A Social Media Fail
There’s no question that social media is a considerable component of internet marketing strategies for many businesses. With more than one billion active users on Facebook alone offers incredible opportunities for business in a variety of different ways. Evidently, advertising is the largest opportunity for companies, but there’s also a brilliant opportunity for businesses to communicate with their customers on a personal level via 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 obviously, there’s going to be an abundance of social media fails when companies respond to customer’s feedback online.
The concern here is that anything you post on the internet, stays on the internet, so it’s imperative that sufficient time is invested in providing accurate and applicable responses to customers through social media. At the same time though, there’s regularly going to be some newsworthy controversy. If social media blunders aren’t controlled accordingly, they can severely tarnish a brand’s image and can even put a company into crisis mode within a couple of minutes. So here’s a brief overview of how your business can rebound from social media fails with minimal damage to your brand and credibility.
Have a sense of humour
When harmless social media fails occur, making a joke of the scenario by using some quick wit is one of the best antidotes. In many cases, shedding some humour so everybody 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 encounter high volumes of interactions, including likes, comments and replies, so it’s possible to transform a simple blunder into increased exposure and a broader target audience, all from a basic mistake!
Whatever the type of social media blunder, the quicker you take action, the better your end result will be. In today’s digital world, controversial news spreads like wildfire, so it’s critical that you admit your mistake, genuinely apologise then accurately specify the next steps you will be taking to remedy the situation. Just ignoring the problem can have tragic 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 remedy.
It’s vital that you are honest about your blunder 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 oversight! 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 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 another mistake! Nowadays, honesty is refreshing and lies only compound 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 usual. Provided that 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 have to put procedures in place to reduce the chances of such blunders arising again, and this will only improve your social media team with more experience. Social media mistakes are like a wake-up call, and in some instances, you may uncover ways to improve your product’s or brand’s image because of your error. But whatever you do, don’t reduce your social media’s initiatives. There’ll always be another businesses social media fail to hear about tomorrow!
Social media is a powerful force in today’s society and companies are making the most on the many opportunities it presents. Having the capacity to connect with your customers on a personal level is fantastic, and you must be prepared for social media blunders because they will materialise at some point 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 with digital marketing specialists who will be able to assist you quickly and proficiently. Contact the team at Internet Marketing Experts Dubbo on 1300 595 013 or visit their website: http://internetmarketingexpertsdubbo.com.au