How To Recover From A Social Media Fail
There’s no question that social media is a sizeable aspect of online marketing strategies for many companies. Having over one billion users on Facebook alone generates enormous opportunities for business in a range of different ways. Naturally, advertising is the largest opportunity for companies, but there’s also a fantastic opportunity for businesses to connect 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 heaps of social media fails when companies respond to customer’s feedback online.
The issue here is that anything you publish on the internet, stays on the internet, so it’s essential that sufficient time is spent in delivering accurate and appropriate responses to customers through social media. At the same time though, there’s regularly going to be some newsworthy controversy. If social media blunders aren’t managed effectively, they can severely damage a brand’s image and can even put a company into crisis mode in just a few minutes. So here’s a brief guide of how your business can recover from social media fails with little damage to your brand and image.
Have a sense of humour
When harmless social media fails happen, making a joke of the situation by using some quick wit is one of the best remedies. In many cases, shedding some humour so everyone has a laugh is the internet version of nearly tripping on the sidewalk 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 conceivable to turn a simple blunder into greater exposure and a bigger target audience, all from an innocent mistake!
No matter what the type of social media blunder, the faster you respond, the better your result will be. In today’s online world, controversial news spreads like wildfire, so it’s crucial that you confess your mistake, genuinely apologise then properly describe the next steps you will be taking to correct the situation. Simply ignoring the mistake can have adverse repercussions and the longer it takes you to react, the more momentum your social media blunder will be gaining and the more challenging it will be to resolve.
It’s imperative that you are honest about your blunder and the steps you’re taking to remedy the situation. There’s no point arguing with your customers if you’re the one who has made the mistake! If you deliberately lie about how long it will take for your servers to be back online or how long before new stock arrives, it’s only going to hurt your brand and reputation by further irritating your customers. Instead, 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 magnify which can potentially turn your blunder into a disaster.
Keep moving forward
Social media mistakes, even crises, doesn’t define a brand so once you’ve rectified 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 decrease 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 circumstances, you may uncover ways to improve your product’s or brand’s image as a result of your mistake. But whatever you do, don’t reduce your social media’s efforts. There’ll always be another company’s social media fail to talk about tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the various opportunities it presents. Having the ability to communicate with your customers on a personal level is incredible, and you must be prepared for social media blunders because they will materialise at some point or another. This article illustrates 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 help before things get out of hand, consult with digital marketing specialists who will be able to assist you promptly and efficiently. Contact the team at Internet Marketing Experts Geelong on 1300 595 013 or visit their website: http://www.internetmarketingexpertsgeelong.com.au