Crises in social networks are one of the first obstacles for brands when they consider their strategy in social networks. We teach you how to manage them and how to prevent them.
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 in any social media news feed worth its salt. The reality is that in most cases there would be 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 crises in social networks are one of the first obstacles for brands when they consider their strategy in social networks .
They are a common fear. Brands are exposed to a universe in which customers have the power and most importantly, use it. Let's think about the typical scene of a client having dinner in a restaurant and uploading a photo of the dish that he is enjoying to his networks. Subsequently, interested users find out about their opinion and the aspect of the service provided.
Word of mouth is uninterrupted, we can't do anything to prevent consumers from speaking and giving their opinion, so we only 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, delivering a response. Never ignore a user. Never ignore a mention.
Monitor everything
Whether you are on the networks 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 any sensitive area, the best recommendation is to admit your mistake, engage with your followers and extract from the negative feedback received a lesson for the future.
Active listening
This is another of the frequent mistakes. Let's not fool ourselves, 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 network, quite the contrary, it is to deliver enough quality to win ambassadors who spread our brand through an unlimited universe of potential customers.
The team
the company itself: the great pending subject. The internal client, how to build the company, how to form a union of talents at the service of the needs of the market and how, thanks to them, to form 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 achieving them, the objectives and messages that their 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 bond with our external clients.
Conclusion
Finally, we cannot forget that, behind each click, there is a person and that, only by advancing towards the path of specialization, the temperance of emotions and the calming of the spirit, will our talents and qualities flourish.
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 leave without them because it is the reputation of your brand that is at stake and today! , influence is what leads us to business!
