There’s no question that social media is a significant ingredient of online marketing strategies for many companies. With more than one billion active users on Facebook alone provides tremendous opportunities for business in a variety of different ways. Evidently, advertising is the biggest opportunity for businesses, but there’s also a brilliant opportunity for businesses to interact with their customers on a personal level through a variety of 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 an abundance of social media fails when companies respond to customer’s feedback online.
The dilemma here is that anything you post on the internet, stays on the internet, so it’s necessary that adequate time is invested in delivering accurate and suitable responses to customers via social media. At the same time though, there’s regularly going to be some newsworthy controversy. If social media blunders aren’t dealt with properly, they can seriously damage a brand’s image and can even put a company into crisis mode within a few minutes. So here’s a brief overview of how your business can rebound from social media fails with little damage to your brand and credibility.
Have a sense of humour
When harmless social media fails occur, making a joke of the scenario by using some quick wit is one of the best solutions. In many cases, shedding some humour so everyone 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 experience high volumes of interactions, including likes, comments and replies, so it’s possible to turn a basic blunder into increased exposure and a broader target market, all from an innocent mistake!
Take action immediately
Whatever the type of social media fail, the faster you take action, the better your result will be. In today’s online world, controversial news spreads like wildfire, so it’s imperative that you accept your mistake, genuinely apologise then clearly state the next steps you will be taking to resolve the situation. Just ignoring the mistake 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 harder it will be to solve.
It’s critical that you are honest about your blunder and the steps you’re taking to resolve 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 how long before new stock arrives, it’s only going to hurt your brand and reputation by further irritating your customers. However, 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 intensify which can likely 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 usual. 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 much better than dwelling on the situation. You’ll need to put measures in place to minimise the chances of such blunders arising again, and this will only strengthen 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 as a result of your mistake. But whatever you do, don’t shy away from your social media’s initiatives. There’ll always be someone else’s social media fail to speak about tomorrow!
Social media is a powerful force in today’s society and businesses are making the most on the many opportunities it presents. Having the opportunity to communicate with your customers on a personal level is exceptional, and you need to be prepared for social media fails because they will materialise at some time or another. This article outlines 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 assistance before things get out of hand, consult with digital marketing experts who will be able to assist you promptly and proficiently. Contact the team at Internet Marketing Experts Toowoomba on 1300 595 013 or visit their website: http://www.internetmarketingexpertstoowoomba.com.au