How To Recover From A Social Media Blunder
There’s no question that social media is a substantial aspect of online marketing strategies for many companies. Having more than one billion users on Facebook alone offers enormous opportunities for business in a variety of different ways. Evidently, advertising is the biggest opportunity for businesses, but there’s also a terrific opportunity for businesses to connect with their customers on a personal level through various 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 a considerable amount of social media fails when companies reply to customer’s feedback online.
The dilemma here is that anything that you upload on the internet, stays on the internet, so it’s vital that adequate time is spent in providing accurate and applicable 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 appropriately, they can seriously damage a brand’s image and can even put a business into crisis mode in just a few minutes. So here’s a quick guide of how your business can recover from social media blunders with minimal damage to your brand and credibility.
Have a sense of humour
When harmless social media blunders transpire, making a joke of the blunder 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 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 possible to convert a basic blunder into increased exposure and a larger target audience, all from an innocent mistake!
No matter what the type of social media fail, the quicker you act, the better your outcome will be. In today’s internet world, controversial news spreads like wildfire, so it’s vital that you acknowledge your blunder, genuinely apologise then accurately describe the next steps you will be taking to remedy the situation. Merely ignoring the oversight can have adverse repercussions and the longer it takes you to respond, the more momentum your social media blunder will be gaining and the harder it will be to resolve.
It’s vital that you are honest about your mistake and the steps you’re taking to deal with the predicament. There’s no point arguing with your customers if you’re the one who has made the blunder! If you deliberately lie about the length of time it will take for your servers to be back online or how long before new stock arrives, it’s only going to harm your brand and reputation by further annoying 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 essentially turn your blunder into a disaster.
Keep moving forward
Social media blunders, even crises, does not define a brand so once you’ve resolved the situation as best you can, keep moving forward with business as normal. 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 much better than dwelling on the situation. You’ll ought to put measures in place to reduce the possibility of such fails arising again, and this will only strengthen your social media team with more experience. Social media mistakes are like a wake-up call, and in some circumstances, you may realise ways to improve your product’s or brand’s image because of your blunder. 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 talk about tomorrow!
Social media is a powerful force in today’s society and businesses are making the most on the numerous opportunities it presents. Having the capacity to interact with your customers on a personal level is exceptional, and you must be prepared for social media blunders because they will happen at some time or another. This article highlights 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 with digital marketing professionals who will be able to assist you promptly and proficiently. Contact the team at Internet Marketing Experts Ballarat on 1300 595 013 or visit their website: http://www.internetmarketingexpertsballarat.com.au