How To Recover From A Social Media Fail
There’s no question that social media is a big ingredient of internet marketing strategies for many businesses. Having more than 1 billion users on Facebook alone brings about massive opportunities for business in a variety of different ways. Certainly, advertising is the largest opportunity for businesses, but there’s also a wonderful opportunity for businesses to interact with their customers on a personal level through 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 ultimately, there’s going to be an abundance of social media fails when businesses respond to customer’s feedback online.
The concern here is that whatever you post on the internet, stays on the internet, so it’s important that an adequate amount of time is spent in delivering accurate and appropriate responses to customers via social media. At the same time though, there’s always going to be some newsworthy controversy. If social media blunders aren’t governed suitably, 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 brief guide of how your company can bounce back from social media fails with little damage to your brand and image.
Have a sense of humour
When harmless social media blunders transpire, making a joke of the situation by using some quick wit is one of the best remedies. A lot 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 encounter high volumes of interactions, including likes, comments and replies, so it’s possible to convert a basic blunder into greater exposure and a wider target audience, 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 online world, controversial news spreads like wildfire, so it’s imperative that you confess your blunder, genuinely apologise then accurately explain the next steps you will be taking to correct the situation. Merely ignoring the mistake can have devastating outcomes and the longer it takes you to react, the more momentum your social media blunder will be gaining and the harder it will be to remedy.
It’s essential that you are honest about your blunder and the steps you’re taking to resolve the situation. There’s no point arguing with your customers if you’re the one who has made the error! 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 annoying your customers. Alternatively, 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 mistakes, 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. 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 ought to put procedures in place to reduce the likelihood of such blunders 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 situations, you may discover ways to improve your product’s or brand’s image as a result of your error. But whatever you do, don’t shy away from your social media’s efforts. There’ll always be another businesses social media fail to hear about tomorrow!
Social media is a powerful force in today’s society and businesses are capitalising on the many opportunities it presents. Having the capacity to interact with your customers on a personal level is wonderful, and you have to be prepared for social media fails because they will materialise at some time or another. This article illustrates some key ways to recover from social media fails, 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, get in touch with digital marketing specialists who will be able to assist you quickly and efficiently. Contact the team at Internet Marketing Experts Tamworth on 1300 595 013 or visit their website: http://www.internetmarketingexpertstamworth.com.au