There’s no question that social media is a substantial element of online marketing strategies for many businesses. With more than one billion users on Facebook alone provides remarkable opportunities for business in a range of different ways. Obviously, advertising is the largest opportunity for businesses, but there’s also a fantastic opportunity for businesses to interact with their customers on a personal level via a variety of 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 blunders 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 important that an adequate amount of time is spent in providing accurate and applicable responses to customers through social media. At the same time though, there’s often going to be some newsworthy controversy. If social media blunders aren’t dealt with appropriately, they can seriously tarnish a brand’s image and can even put a company into crisis mode in a few minutes. So here’s a brief outline of how your business can rebound from social media blunders with little damage to your brand and credibility.
Have a sense of humour
When harmless 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 everybody has a laugh is the internet version of almost tripping on the footpath 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 conceivable to convert a basic blunder into higher exposure and a larger target market, all from a basic mistake!
Whatever the type of social media fail, the quicker you take action, the better your result will be. In today’s digital world, controversial news spreads like wildfire, so it’s crucial that you acknowledge your error, sincerely apologise then properly specify the next steps you will be taking to resolve the situation. Simply ignoring the problem can have tragic outcomes and the longer it takes you to respond, the more momentum your social media fail will be gaining and the more difficult it will be to solve.
It’s vital that you are honest about your mistake and the steps you’re taking to deal with the predicament. There’s no point arguing with your customers if you’re the one who has made the error! If you blatantly 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 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 magnify which can essentially 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. 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 measures in place to significantly lower the chances 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 mistake. But whatever you do, don’t shy away from your social media’s efforts. There’ll always be another company’s social media blunder to speak about tomorrow!
Social media is a powerful force in today’s society and businesses are capitalising on the various opportunities it presents. Having the ability to connect with your customers on a personal level is exceptional, and you will need to be prepared for social media blunders because they will happen at some point or another. This article illustrates some key ways to recover from social media blunders, 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 assistance before things get out of hand, talk with digital marketing professionals who will be able to assist you quickly and efficiently. Contact the team at Internet Marketing Experts Wagga Wagga on 1300 595 013 or visit their website: http://internetmarketingexpertswaggawagga.com.au/