How To Recover From A Social Media Blunder
There’s no doubt that social media is a considerable ingredient of online marketing strategies for many companies. With more than 1 billion active users on Facebook alone creates enormous opportunities for business in a variety of different ways. Naturally, 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 convey all their feedback via a company’s social media account; the good, the bad, and the ugly. So ultimately, there’s going to be plenty of social media fails when businesses reply to customer’s feedback online.
The concern here is that anything that you publish on the internet, stays on the internet, so it’s necessary that sufficient time is spent in delivering accurate and fitting responses to customers via social media. At the same time though, there’s often going to be some newsworthy controversy. If social media blunders aren’t handled effectively, they can severely damage a brand’s image and can even put a company into crisis mode in a few minutes. So here’s a quick guide of how your company can recover from social media blunders with minimal damage to your brand and reputation.
Have a sense of humour
When harmless social media blunders occur, making a joke of the blunder by using some quick wit is one of the best solutions. A lot of the time, 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 conceivable to turn a simple blunder into higher exposure and a larger target audience, all from a basic mistake!
Whatever 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 vital that you acknowledge your mistake, genuinely apologise then properly state the next steps you will be taking to rectify the situation. Merely ignoring the mistake can have devastating implications and the longer it takes you to act, the more momentum your social media blunder will be gaining and the more difficult it will be to resolve.
It’s critical that you are honest about your mistake and the steps you’re taking to deal with the issue. There’s no point arguing with your customers if you’re the one who has made the mistake! If you blatantly 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 hurt your brand and reputation by further frustrating your customers. Alternatively, 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 potentially turn your blunder into a disaster.
Keep moving forward
Social media blunders, even crises, doesn’t define a brand so once you’ve remedied the situation as best you can, keep moving forward with business as usual. As 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 have to put procedures in place to significantly lower the likelihood of such blunders 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 situations, you may realise ways to improve your product’s or brand’s image because of your mistake. But whatever you do, don’t shy away from your social media’s initiatives. There’ll always be someone else’s social media fail to hear about tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the many opportunities it presents. Having the opportunity to interact with your customers on a personal level is amazing, and you will need to be prepared for social media blunders because they will occur at some time or another. This article highlights 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, get in touch with digital marketing specialists who will be able to assist you quickly and proficiently. Contact the team at Internet Marketing Experts Mildura on 1300 595 013 or visit their website: http://www.internetmarketingexpertsmildura.com.au