One of the things all brands ask us when they start their social media journey (or when they’ve been around for a while and want to change their strategy) is how to handle social media crises.
In fact, they remain one of the hottest topics of any worthwhile social media feed. The reality is that in most cases there would be nothing to worry about, but as we always say:
Your brand is irrelevant until it manages to have a good balance of positive and negative mentions. People who hate you and love you.
So we can say that crises on social networks are one of the first obstacles for brands facing their social media strategy.
They are a frequent fear. Brands are exposed to a world in which customers have power and, most importantly, use it. Think of the typical scene of a customer having dinner in a restaurant and uploading a photo of the dish they are enjoying to their networks. Later, interested users find out their opinion and the aspect of the service provided.
Word of mouth is uninterrupted, there is nothing we can do to stop consumers from talking and giving their opinion, so we just have to do it right.
How to avoid a crisis on social networks?
Don’t ignore a user or mention
How much does it cost us to be followed, how much does it cost to make ourselves visible? Whether it is a positive mention or – above all – a complaint, the community manager must be there, as quickly as possible, to provide a response. Never ignore a user. Never ignore a mention.
Whether you are online or not, never stop monitoring what is being said about your brand. Prevention is the key to success! Do you know what is being said about your brand? As we always say:
Listen first, speak later
Be careful with Trolls
Control your impulses. If we know we’ve done it right, firmness and a quick response turn a hater into a force for your brand. Now, if there is a sensitive area, the best recommendation is to acknowledge your mistake, engage with your followers, and learn from the negative comments received going forward.
This is another of the common mistakes. Make no mistake about it, brands are looking to sell their products and services, we all do it … the main thing is not to deny it and to eradicate all traces of “commerce” from our presence on the web, on the web. on the contrary, it is to deliver enough quality to win ambassadors who spread our brand to an unlimited universe of potential customers.
the company itself: the big unanswered question. The internal client, how to build the company, how to form a union of talents to serve the needs of the market and how, thanks to them, to achieve a constant spiral of opportunities, alliances, synergies and the opening of new markets and business ideas.
- Accept that the company today is horizontal
- That managers must be leaders before anything else
- That employees must know, share and actively participate in its achievement, the objectives and messages that your brand seeks to convey.
- This motivation is the central axis of the conquest of the internal customer and that, without it, we will not be able to impact and bind ourselves with our external customers.
Finally, we cannot forget that after each click there is a person and that, only by advancing towards the path of specialization, temperance of emotions and calming of the mind, that our talents and qualities will emerge.
Social media crises They arise because the company still has a long way to go in accepting and integrating the new rules of the game. Speaking, commitment, trust, responsibility, compliance, constant learning and customer service are key. central axes of any strategy: do not go out without them because It is the reputation of your brand that is at stake and today, influence is the one that brings us to business!