How To Recover From A Social Media Fail
There’s no doubt that social media is a considerable aspect of internet marketing strategies for many businesses. Having more than 1 billion active users on Facebook alone presents enormous opportunities for business in a range of different ways. Obviously, 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 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 obviously, there’s going to be a lot of social media blunders when companies reply to customer’s feedback online.
The problem here is that anything you publish on the internet, stays on the internet, so it’s important that sufficient time is spent in presenting 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 fails aren’t controlled accordingly, they can significantly tarnish a brand’s image and can even put a company into crisis mode within a few minutes. So here’s a brief guide of how your company can rebound from social media fails with minimal damage to your brand and reputation.
Have a sense of humour
When innocent social media blunders happen, making a joke of the situation by using some quick wit is one of the best antidotes. Most of the time, shedding some humour so everyone has a laugh is the internet version of almost tripping on the sidewalk 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 greater exposure and a larger target audience, all from a basic mistake!
Take action immediately
Whatever the type of social media fail, the quicker you act, the better your result will be. In today’s internet world, controversial news spreads like wildfire, so it’s paramount that you confess your error, genuinely apologise then accurately explain the next steps you will be taking to rectify the situation. Just ignoring the mistake can have devastating outcomes and the longer it takes you to act, the more momentum your social media fail will be gaining and the harder it will be to resolve.
It’s critical that you are honest about your social media fail and the steps you’re taking to deal with the situation. There’s no point arguing with your customers if you’re the one who has made the blunder! 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 yet another mistake! These days, honesty is refreshing and lies only magnify which can essentially turn your blunder into a disaster.
Keep moving forward
Social media mistakes, even crises, does not 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 significantly better than dwelling on the situation. You’ll have to put measures in place to reduce the possibility of such errors 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 scenarios, you may realise ways to improve your product’s or brand’s image because of your error. But whatever you do, don’t reduce your social media’s efforts. There’ll always be another businesses social media blunder to talk about tomorrow!
Social media is a powerful force in today’s society and businesses are making the most on the many opportunities it presents. Being able to interact with your customers on a personal level is excellent, and you have to be prepared for social media fails because they will transpire at some time 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, reach out to digital marketing experts who will be able to assist you quickly and effectively. Contact the team at Internet Marketing Experts Port Macquarie on 1300 595 013 or visit their website: http://www.internetmarketingexpertsportmacquarie.com.au