How To Recover From A Social Media Fail
There’s no doubt that social media is a substantial aspect of online marketing strategies for many businesses. Having more than 1 billion active users on Facebook alone creates remarkable opportunities for business in a variety of different ways. Clearly, advertising is the largest opportunity for businesses, but there’s also an excellent opportunity for businesses to interact 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 obviously, there’s going to be an abundance of social media fails when companies respond to customer’s feedback online.
The problem here is that anything you upload on the internet, stays on the internet, so it’s necessary that adequate time is spent in providing accurate and suitable responses to customers via social media. At the same time though, there’s typically going to be some newsworthy controversy. If social media blunders aren’t managed properly, they can significantly tarnish 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 company can bounce back from social media fails with little damage to your brand and credibility.
Have a sense of humour
When harmless social media fails happen, making a joke of the issue 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 almost tripping on the pavement 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 conceivable to transform a simple blunder into greater exposure and a wider target audience, all from a basic mistake!
Take action immediately
No matter what the type of social media blunder, 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 admit your error, sincerely apologise then clearly specify the next steps you will be taking to resolve the situation. Just ignoring the oversight can have harmful consequences and the longer it takes you to react, the more momentum your social media blunder will be gaining and the tougher it will be to remedy.
It’s critical that you are honest about your social media blunder and the steps you’re taking to deal with the problem. There’s no point arguing with your customers if you’re the one who has made the error! If you blatantly lie about the length of time it will take for your servers to be back online or the length of time before new stock arrives, it’s only going to damage 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! Nowadays, honesty is refreshing and lies only magnify which can essentially turn your blunder into a disaster.
Keep moving forward
Social media fails, even crises, doesn’t define a brand so once you’ve resolved the situation as best you can, keep moving forward with business as usual. Provided that you’ve taken a professional approach and you learn from your mistake, acting like it’s water off a duck’s back is far better than dwelling on the situation. You’ll have to put measures in place to decrease the possibility of such blunders 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 scenarios, you may identify 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 efforts. There’ll always be someone else’s social media blunder to hear about tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the numerous opportunities it presents. Having the capacity to communicate with your customers on a personal level is exceptional, and you have to be prepared for social media blunders because they will happen at some point or another. This article features some key ways to recover from social media blunders, 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 help before things get out of hand, get in touch with digital marketing experts who will be able to assist you quickly and efficiently. Contact the team at Internet Marketing Experts Maitland on 1300 595 013 or visit their website: http://www.internetmarketingexpertsmaitland.com.au