Crises in social networks are one of the first obstacles for brands when considering their strategy in social networks. We teach you how to manage them and how to prevent them Italy Email List.
One of the things that all brands ask us when they start their journey in social networks (or when they have been around for a while and want to turn their strategy around) is how to manage crises in social networks.
In fact, they remain one of the hottest topics on any social media news feed worth its salt. The reality is that in most cases there is nothing to worry about but as we always say:
Your brand is not relevant until it manages to have a good balance of positive and negative mentions. People who hate you and love you.
Thus, we can say that social media crises are one of the first obstacles for brands when considering their social media strategy.
They are a frequent fear. Brands are exposed to a universe in which customers have power and, most importantly, use it. Let’s think about the typical scene of a customer having dinner in a restaurant and uploading a photo of the dish that he is enjoying to his networks. Later the interested users, find out their opinion and the aspect of the service provided.
Word of mouth is uninterrupted, we can’t do anything to prevent consumers from talking and giving their opinions, so we just have to do things right.
How to prevent a crisis in social networks?
Don’t ignore a user or a mention
How much does it cost us to be followed, how much does it cost us to make ourselves visible? Whether it is a positive mention or – especially – if it is a complaint, the community manager must be there, as soon as possible, providing 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 out there about your brand? As we always say:
Listen first, speak later
Beware of trolls
Control your impulses. If we know that we have done things well, firmness and a timely response transform a hater into a strength for your brand. Now, if there is a sensitive area, the best recommendation is to acknowledge your mistake, engage with your followers and extract a lesson from the negative feedback received for the future.
This is another of the frequent errors. Make no mistake, brands seek to sell their products and services, we all do it … the key is not to deny it and eradicate any hint of “commerce” from our presence 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 clients.
the company itself: the great unfinished business. The internal client, how to build the company, how to form a union of talents at the service of the market’s needs 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 above anything else
That employees must know, share and be an active part in its achievement, the objectives and messages that your brand seeks to convey.
That motivation is the central axis of the conquest of the internal client and that, without it, we will not be able to impact and link with our external clients.
Finally, we cannot forget that, after each click, there is a person and that, only by advancing towards the path of specialization, the temperance of the emotions and the quieting of the spirit, will our talents and qualities emerge socialposts.
Crises in social networks occur because the company still has a long way to go in accepting and integrating the new rules of the game. The word, commitment, trust, responsibility, compliance, constant learning and customer service are 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 what drives us to business!