There’s no question that social media is a big component of internet marketing strategies for many companies. Having over one billion users on Facebook alone presents tremendous opportunities for business in a range of different ways. Evidently, advertising is the largest opportunity for businesses, but there’s also a great opportunity for businesses to interact 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 of course, there’s going to be heaps of social media blunders when companies reply to customer’s feedback online.
The problem here is that anything that you post on the internet, stays on the internet, so it’s critical that an adequate amount of time is invested in delivering accurate and appropriate 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 governed accordingly, they can significantly damage a brand’s image and can even put a company into crisis mode in a couple of minutes. So here’s a brief outline of how your business can recover from social media blunders with little damage to your brand and image.
Have a sense of humour
When innocent social media fails happen, making a joke of the scenario by using some quick wit is one of the best antidotes. Most 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 transform a basic blunder into greater exposure and a wider target market, all from a simple mistake!
Take action immediately
Whatever the type of social media fail, the faster you take action, the better your result will be. In today’s internet world, controversial news spreads like wildfire, so it’s paramount that you admit your mistake, sincerely apologise then properly describe the next steps you will be taking to resolve the situation. Merely ignoring the error can have disastrous consequences 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 remedy.
It’s important that you are honest about your blunder and the steps you’re taking to remedy 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 harm your brand and reputation by further frustrating 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! Nowadays, honesty is refreshing and lies only magnify 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 remedied 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 ought to put measures in place to significantly lower the chances of such mistakes 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 circumstances, you may uncover ways to improve your product’s or brand’s image as a result of your error. But whatever you do, don’t reduce your social media’s efforts. There’ll always be someone else’s social media fail to speak about tomorrow!
Social media is a powerful force in today’s society and businesses are making the most on the various opportunities it presents. Having the capacity to interact with your customers on a personal level is spectacular, and you need to be prepared for social media fails because they will occur at some point or another. This article outlines some key ways to recover from social media fails, including using humour, reacting 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 specialists who will be able to assist you quickly and effectively. Contact the team at Internet Marketing Experts Warrnambool on 1300 595 013 or visit their website: http://www.internetmarketingexpertswarrnambool.com.au