There’s no doubt that social media is a big component of online marketing strategies for many companies. Having over 1 billion users on Facebook alone provides massive opportunities for business in a variety of different ways. Obviously, advertising is the largest opportunity for businesses, but there’s also a great opportunity for businesses to connect 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 ultimately, there’s going to be a lot of social media fails when companies reply to customer’s feedback online.
The dilemma here is that anything you upload on the internet, stays on the internet, so it’s imperative that sufficient time is spent in presenting accurate and fitting responses to customers via social media. At the same time though, there’s always going to be some newsworthy controversy. If social media fails aren’t controlled properly, they can significantly tarnish a brand’s image and can even put a company into crisis mode in just a few minutes. So here’s a brief overview of how your company can rebound 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 predicament by using some quick wit is one of the best solutions. Most of the time, shedding some humour so everyone 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 experience high volumes of interactions, including likes, comments and replies, so it’s possible to transform a basic blunder into greater exposure and a wider target audience, all from a basic mistake!
No matter what the type of social media fail, the quicker you react, the better your outcome will be. In today’s digital world, controversial news spreads like wildfire, so it’s important that you accept your mistake, sincerely apologise then accurately specify the next steps you will be taking to rectify the situation. Simply 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 tougher it will be to remedy.
It’s critical that you are honest about your mistake and the steps you’re taking to remedy the problem. There’s no point arguing with your customers if you’re the one who has made the oversight! If you blatantly 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 hurt your brand and reputation by further annoying your customers. Moreover, 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 intensify which can potentially turn your blunder into a disaster.
Keep moving forward
Social media blunders, even crises, does not define a brand so once you’ve rectified the situation as best you can, keep moving forward with business as usual. Provided 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 procedures in place to reduce the chances of such fails 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 situations, you may realise ways to improve your product’s or brand’s image because of your mistake. But whatever you do, don’t shy away from your social media’s initiatives. There’ll always be another businesses social media blunder to hear about tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the many opportunities it presents. Being able to communicate with your customers on a personal level is amazing, and you have to be prepared for social media blunders because they will occur at some point or another. This article discusses 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, talk to digital marketing experts who will be able to assist you promptly and proficiently. Contact the team at Internet Marketing Experts Hobart on 1300 595 013 or visit their website: http://www.internetmarketingexpertshobart.com.au