How To Recover From A Social Media Fail
There’s no doubt that social media is a big component of internet marketing strategies for many companies. Having more than 1 billion users on Facebook alone provides remarkable opportunities for business in a range of different ways. Certainly, advertising is the largest opportunity for companies, but there’s also a great opportunity for businesses to connect with their customers on a personal level via a variety of social media platforms. Customers can convey 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 a lot of social media fails when businesses address customer’s feedback online.
The issue here is that anything that you post on the internet, stays on the internet, so it’s imperative that an adequate amount of time is spent in providing 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 seriously damage a brand’s image and can even put a company into crisis mode within a couple of minutes. So here’s a quick outline of how your company can rebound from social media fails with minimal damage to your brand and credibility.
Have a sense of humour
When innocent social media blunders 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 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 encounter high volumes of interactions, including likes, comments and replies, so it’s possible to convert a simple blunder into increased exposure and a bigger target audience, all from a simple mistake!
Regardless of the type of social media blunder, the quicker you take action, the better your end result will be. In today’s online world, controversial news spreads like wildfire, so it’s crucial that you confess your mistake, sincerely apologise then properly explain the next steps you will be taking to rectify the situation. Just ignoring the error can have destructive implications and the longer it takes you to act, the more momentum your social media blunder will be gaining and the more difficult it will be to solve.
It’s critical that you are honest about your blunder 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 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 hurt 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 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 fails, even crises, doesn’t define a brand so once you’ve corrected 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 far better than dwelling on the situation. You’ll have to put measures in place to reduce the likelihood of such blunders arising again, and this will only improve your social media team with more experience. Social media mistakes are like a wake-up call, and in some circumstances, you may realise 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 businesses social media fail to discuss tomorrow!
Social media is a powerful force in today’s society and businesses are capitalising on the numerous opportunities it presents. Having the capacity to interact with your customers on a personal level is marvelous, and you must be prepared for social media blunders 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 help before things get out of hand, contact digital marketing specialists who will be able to assist you quickly and efficiently. Contact the team at Internet Marketing Experts Canberra on 1300 595 013 or visit their website: http://www.internetmarketingexpertscanberra.com.au