How To Recover From A Social Media Fail
There’s no question that social media is a big component of internet marketing strategies for many companies. Having more than one billion active users on Facebook alone brings about tremendous opportunities for business in a variety of different ways. Obviously, advertising is the largest opportunity for companies, but there’s also a brilliant opportunity for businesses to connect with their customers on a personal level through various 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 fails when businesses respond to customer’s feedback online.
The concern here is that anything that you post on the internet, stays on the internet, so it’s imperative that sufficient time is spent in delivering accurate and suitable responses to customers via social media. At the same time though, there’s often going to be some newsworthy controversy. If social media fails aren’t controlled accordingly, they can significantly damage a brand’s image and can even put a business into crisis mode in a couple of minutes. So here’s a brief outline of how your company can rebound from social media fails with minimal damage to your brand and reputation.
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 solutions. Most of the time, shedding some humour so everybody has a laugh is the internet version of almost 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 conceivable to convert a basic blunder into greater exposure and a larger target market, all from a simple mistake!
No matter what the type of social media fail, the faster you act, the better your result will be. In today’s internet world, controversial news spreads like wildfire, so it’s essential that you acknowledge your mistake, sincerely apologise then clearly explain the next steps you will be taking to fix the situation. Just ignoring the blunder can have harmful outcomes and the longer it takes you to act, the more momentum your social media fail will be gaining and the more difficult it will be to resolve.
It’s important that you are honest about your blunder and the steps you’re taking to remedy the predicament. There’s no point arguing with your customers if you’re the one who has made the error! 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 damage 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 another mistake! These days, honesty is refreshing and lies only multiply which can likely turn your blunder into a disaster.
Keep moving forward
Social media blunders, even crises, doesn’t define a brand so once you’ve corrected 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 much better than dwelling on the situation. You’ll need to put procedures in place to minimise the possibility 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 discover ways to improve your product’s or brand’s image because of your error. But whatever you do, don’t shy away from your social media’s initiatives. There’ll always be another businesses 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 many opportunities it presents. Having the opportunity to interact with your customers on a personal level is spectacular, and you will need to be prepared for social media blunders because they will materialise at some point or another. This article outlines 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, consult with digital marketing professionals who will be able to assist you quickly and proficiently. Contact the team at Internet Marketing Experts Adelaide on 1300 595 013 or visit their website: http://www.internetmarketingexpertsadelaide.com.au