How To Recover From A Social Media Fail
There’s no question that social media is a big element of internet marketing strategies for many businesses. With more than one billion active users on Facebook alone creates remarkable opportunities for business in a variety of different ways. Certainly, advertising is the biggest opportunity for businesses, but there’s also a fantastic opportunity for businesses to interact with their customers on a personal level via various social media platforms. Customers can share all their feedback via a company’s social media account; the good, the bad, and the ugly. So without a doubt, there’s going to be a considerable amount of social media blunders when businesses reply to customer’s feedback online.
The concern here is that anything you publish on the internet, stays on the internet, so it’s crucial that an adequate amount of time is spent in providing accurate and applicable responses to customers via social media. At the same time though, there’s often 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 outline of how your business can recover from social media fails with minimal damage to your brand and credibility.
Have a sense of humour
When harmless social media fails transpire, making a joke of the scenario by using some quick wit is one of the best antidotes. In most cases, shedding some humour so everybody has a laugh is the internet version of nearly 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 transform a simple blunder into increased exposure and a bigger target market, all from a basic mistake!
Take action immediately
Irrespective of the type of social media fail, the faster you respond, the better your outcome will be. In today’s online world, controversial news spreads like wildfire, so it’s crucial that you acknowledge your mistake, genuinely apologise then properly specify the next steps you will be taking to remedy the situation. Simply ignoring the blunder can have harmful repercussions 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 crucial that you are honest about your mistake and the steps you’re taking to resolve the predicament. 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 damage your brand and reputation by further frustrating 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! These days, honesty is refreshing and lies only compound which can essentially turn your blunder into a disaster.
Keep moving forward
Social media fails, even crises, does not define a brand so once you’ve rectified the situation as best you can, keep moving forward with business as normal. 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 significantly better than dwelling on the situation. You’ll need to put measures in place to significantly lower the likelihood of such mistakes 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 find ways to improve your product’s or brand’s image because 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 discuss tomorrow!
Social media is a powerful force in today’s society and companies are making the most on the many opportunities it presents. Having the opportunity to connect with your customers on a personal level is marvelous, and you have to be prepared for social media fails because they will transpire at some point or another. This article outlines 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, get in touch with digital marketing experts who will be able to assist you promptly and proficiently. Contact the team at Internet Marketing Experts Melbourne on 1300 595 013 or visit their website: http://www.internetmarketingexpertsmelbourne.com.au