There’s no doubt that social media is a considerable element of internet marketing strategies for many businesses. Having over one billion active users on Facebook alone offers remarkable opportunities for business in a variety of different ways. Evidently, advertising is the biggest opportunity for companies, but there’s also an excellent opportunity for businesses to connect with their customers on a personal level via various social media platforms. Customers can express 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 a considerable amount of social media fails when businesses address customer’s feedback online.
The dilemma here is that anything that you upload on the internet, stays on the internet, so it’s imperative that sufficient time is invested in delivering accurate and fitting responses to customers through social media. At the same time though, there’s continually going to be some newsworthy controversy. If social media blunders aren’t handled appropriately, they can seriously tarnish a brand’s image and can even put a company into crisis mode within a couple of minutes. So here’s a quick overview of how your business can bounce back from social media blunders with minimal damage to your brand and reputation.
Have a sense of humour
When harmless social media fails occur, making a joke of the issue by using some quick wit is one of the best remedies. In many cases, 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 turn a basic blunder into greater exposure and a wider target audience, all from an innocent mistake!
Irrespective of the type of social media fail, the faster you respond, the better your result will be. In today’s internet world, controversial news spreads like wildfire, so it’s critical that you confess your mistake, sincerely apologise then clearly specify the next steps you will be taking to correct the situation. Just ignoring the blunder can have harmful implications and the longer it takes you to take action, the more momentum your social media blunder will be gaining and the more challenging it will be to solve.
It’s vital that you are honest about your blunder and the steps you’re taking to remedy 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 how long before new stock arrives, it’s only going to hurt your brand and reputation by further annoying your customers. Conversely, if you are honest, your customers may not be happy but they’ll appreciate the fact that you’re not making yet another mistake! Nowadays, honesty is refreshing and lies only intensify 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. So 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 minimise the chances of such fails 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 uncover ways to improve your product’s or brand’s image as a result of your blunder. But whatever you do, don’t reduce your social media’s efforts. There’ll always be another businesses social media blunder to discuss tomorrow!
Social media is a powerful force in today’s society and companies are making the most on the many opportunities it presents. Having the opportunity to interact with your customers on a personal level is remarkable, and you must be prepared for social media blunders because they will happen at some time or another. This article illustrates 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, contact digital marketing experts who will be able to assist you promptly and efficiently. Contact the team at Internet Marketing Experts Launceston on 1300 595 013 or visit their website: http://www.internetmarketingexpertslaunceston.com.au