There’s no question that social media is a sizeable element of internet marketing strategies for many companies. Having over 1 billion active users on Facebook alone brings about massive opportunities for business in a variety of different ways. Evidently, advertising is the biggest opportunity for businesses, but there’s also a great opportunity for businesses to communicate 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 without a doubt, there’s going to be an abundance of social media blunders when businesses reply to customer’s feedback online.
The issue here is that whatever you post on the internet, stays on the internet, so it’s imperative that sufficient time is invested in presenting 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 blunders aren’t dealt with suitably, they can significantly damage a brand’s image and can even put a company into crisis mode within a few minutes. So here’s a quick guide of how your business can bounce back from social media blunders with minimal damage to your brand and image.
Have a sense of humour
When innocent social media fails transpire, making a joke of the issue 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 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 possible to turn a simple blunder into higher exposure and a broader 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 digital world, controversial news spreads like wildfire, so it’s imperative that you admit your blunder, sincerely apologise then properly state the next steps you will be taking to correct the situation. Just ignoring the error can have devastating consequences and the longer it takes you to respond, the more momentum your social media blunder will be gaining and the tougher it will be to resolve.
It’s crucial that you are honest about your social media blunder and the steps you’re taking to deal with the issue. 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 the length of time before new stock arrives, it’s only going to damage your brand and reputation by further irritating your customers. On the contrary, 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 magnify which can likely 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. 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 procedures in place to significantly lower the chances of such fails 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 uncover 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 another businesses social media fail to discuss 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 connect with your customers on a personal level is amazing, and you must be prepared for social media fails because they will transpire at some point or another. This article highlights 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, reach out to digital marketing experts who will be able to assist you quickly and proficiently. Contact the team at Internet Marketing Experts Perth on 1300 595 013 or visit their website: http://www.internetmarketingexpertsperth.com.au