How To Recover From A Social Media Blunder
There’s no doubt that social media is a significant element of internet marketing strategies for many companies. Having over 1 billion users on Facebook alone brings about huge opportunities for business in a variety of different ways. Naturally, advertising is the biggest opportunity for companies, but there’s also a fantastic opportunity for businesses to connect with their customers on a personal level via a variety of social media platforms. Customers can share 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 a considerable amount of social media blunders when businesses address customer’s feedback online.
The difficulty here is that whatever you post on the internet, stays on the internet, so it’s necessary that a sufficient amount of time is spent in providing accurate and fitting responses to customers through social media. At the same time though, there’s typically going to be some newsworthy controversy. If social media blunders aren’t managed accordingly, they can significantly damage a brand’s image and can even put a business into crisis mode in just a couple of minutes. So here’s a quick guide of how your company can bounce back from social media blunders with little damage to your brand and credibility.
Have a sense of humour
When innocent social media blunders transpire, making a joke of the situation by using some quick wit is one of the best solutions. Most of the time, shedding some humour so everybody has a laugh is the internet version of almost tripping on the sidewalk 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 simple blunder into greater exposure and a bigger target audience, all from an innocent mistake!
Irrespective of 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 vital that you admit your mistake, sincerely apologise then properly describe the next steps you will be taking to resolve the situation. Just ignoring the blunder can have tragic repercussions and the longer it takes you to act, the more momentum your social media blunder will be gaining and the harder it will be to resolve.
It’s essential that you are honest about your social media blunder and the steps you’re taking to deal with the situation. There’s no point arguing with your customers if you’re the one who has made the error! If you deliberately lie about how long it will take for your servers to be back online or the length of time before new stock arrives, it’s only going to harm your brand and reputation by further irritating your customers. However, 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 intensify which can possibly turn your blunder into a disaster.
Keep moving forward
Social media fails, 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 much better than dwelling on the situation. You’ll ought to put procedures in place to significantly lower the chances of such fails 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 circumstances, you may discover ways to improve your product’s or brand’s image as a result of your mistake. But whatever you do, don’t reduce your social media’s endeavours. There’ll always be another company’s social media blunder to speak about tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the various opportunities it presents. Having the ability to communicate with your customers on a personal level is excellent, and you must be prepared for social media fails because they will happen at some point or another. This article features 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, contact digital marketing specialists who will be able to assist you quickly and proficiently. Contact the team at Internet Marketing Experts Cairns on 1300 595 013 or visit their website: http://www.internetmarketingexpertscairns.com.au