3 Social Media Branding Mistakes from Which You Can Recover
When it comes to social media branding, mistakes can happen. The good news is—not all social media mishaps are insurmountable. Since digital marketing moves at such a rapid pace, it is important to handle these mistakes in a quick and efficient manner. Here are three examples of potential social slip-ups and how to respond when one happens to you:
1. Inappropriate postings
Your brand's social media manager likely works between your business pages their own personal social pages. What do you do if the unthinkable happens, and your social media manager accidentally makes an inappropriate post on your brand's social page instead of their own?
This exact scenario actually happened to Red Cross. One of their employees accidentally posted a less than positive tweet from the Red Cross’ official Twitter account instead of their personal account. Thanks to quick action on the part of Red Cross, this scenario was contained. The Red Cross immediately deleted the post and responded with an apology. They thanked their fans for understanding and worked to move past the incident quickly. Instead of the anticipated backlash, fans actually got a kick out of the faux pas. Twitter users began donating both blood and money to the Red Cross because of the publicity this incident fostered.
2. Responding to negative comments
Complaints and bad reviews are an unfortunate part of conducting business online. You may not be able to prevent them, but you can turn unhappy customers into happy customers by responding quickly and professionally. For example - if someone posts a bad review on a product, quickly respond with a helpful solution, an offer for a refund or even a gift certificate. Even if you don't convert that person into a happy customer, others will see your company's response and realize that you stand by your products and/or services.
Spelling errors and other grammatical mistakes are a very valid social media taboo. It's hard for a customer to put their trust in a brand that doesn't seem to have a good grasp of language. Consumers expect companies to proof and edit to avoid unnecessary typos. So, how should you react online if a typo accidently gets posted?. If no-one has commented on the mistake, fix it quickly and without comment. If attention has been brought to the mistake, fix the error anyway and give the person or people a quick thanks. Acknowledging these users will alleviate the pressure of the situation and allow your brand to move past the incident.