There’s no question that social media is a big aspect of online marketing strategies for many businesses. With more than one billion active users on Facebook alone brings about massive opportunities for business in a variety of different ways. Clearly, advertising is the biggest opportunity for businesses, but there’s also a brilliant opportunity for businesses to communicate with their customers on a personal level via various social media platforms. Customers can convey 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 heaps of social media blunders when businesses address customer’s feedback online.
The problem here is that anything that you post on the internet, stays on the internet, so it’s essential that a sufficient amount of time is invested in delivering accurate and appropriate responses to customers through social media. At the same time though, there’s always going to be some newsworthy controversy. If social media fails aren’t controlled sufficiently, they can severely damage a brand’s image and can even put a business into crisis mode in a couple of minutes. So here’s a brief overview of how your business can bounce back from social media fails with minimal damage to your brand and image.
Have a sense of humour
When innocent social media blunders happen, making a joke of the blunder by using some quick wit is one of the best solutions. In most cases, 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 encounter high volumes of interactions, including likes, comments and replies, so it’s possible to turn a basic blunder into higher exposure and a bigger target audience, all from an innocent mistake!
Whatever the type of social media fail, the quicker you respond, the better your result will be. In today’s internet world, controversial news spreads like wildfire, so it’s essential that you acknowledge your blunder, genuinely apologise then clearly state the next steps you will be taking to correct the situation. Just ignoring the problem can have adverse outcomes and the longer it takes you to react, the more momentum your social media blunder will be gaining and the tougher it will be to remedy.
It’s vital that you are honest about your mistake and the steps you’re taking to resolve the problem. There’s no point arguing with your customers if you’re the one who has made the error! If you blatantly lie about how long it will take for your servers to be back online or the length of time before new stock arrives, it’s only going to harm your brand and reputation by further irritating your customers. Conversely, 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 compound 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 resolved the situation as best you can, keep moving forward with business as usual. 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 significantly better than dwelling on the situation. You’ll have to put procedures in place to reduce the possibility of such mistakes 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 situations, you may realise 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 endeavours. There’ll always be another company’s social media fail to speak about tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the numerous opportunities it presents. Having the opportunity to communicate with your customers on a personal level is tremendous, and you need to be prepared for social media fails because they will materialise at some time or another. This article discusses some key ways to recover from social media blunders, 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 with digital marketing specialists who will be able to assist you promptly and effectively. Contact the team at Internet Marketing Experts Wollongong on 1300 595 013 or visit their website: https://internetmarketingexpertswollongong.com.au