Brands are clear that they must be on social networks because nowadays they constitute a very important means of communication to achieve their objectives. Now, will they be clear about what actions should never be carried out on social media ? That a poorly developed practice can cause bad experiences with great damage to the company? We all know that social platforms are currently the fastest way to reach users, Things You but it is also true that the same networks poorly used can be a very easy way to distance ourselves from customers.
For example an upset
Customer with a bad experience on a social network may abandon the brand’s community or even worse, may dedicate themselves to damaging the executive data company’s image with other users through “word of mouth,” which can originate a crisis 2.0. In this case it will be important to be clear about some basic advice to solve a possible 2.0 crisis : Do not rush (it is important to remain calm to be able to give a response in accordance with the interests of the brand); Be conciliatory (do not fuel controversy. Always try to calm the crisis and prevent it from escalating.
Things You censor
Analyze the scope of the problem know how long the. Negative comment has been circulating online, know its origin, how many negative mentions. Have been EF Leads made of the brand, the number of followers involved, etc. Plan different response options (with the data obtained from the analysis. And make a decision about the possible responses); It is important. To apologize in case of error, acknowledge it, apologize. Publicly and correct it to prevent it from happening again.
Control how the response given evolves to know if it is. Sufficient to solve the problem or if it is necessary to take other measures. Although it may not seem like it, managing a brand’s presence on social networks is not an easy task and therefore, it is very important to have a good action plan in Social Media and know how to execute it when necessary.