Recovering From A Social Media Disaster

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Face in hands

Previously, I wrote about how to plan for potential problems with your company’s social media campaigns. Today, let’s think about how to right the ship, so to speak. Recently, HotelNewsNow published some advice about how to recover from a social media crisis. Though the site is geared towards hotel administrators, the tips ring true regardless of your business.

Be sure to read through the article and think about how you would specifically implement each piece of advice. As with most any advice of this nature, preparedness, quick action and honesty are key. Be sure to keep that in mind while you are struggling with your message in response to the crisis. How quickly you respond and how honest you are can often be more important that the message itself.

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Plan For Potential Pitfalls of Social Media Marketing

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While reading about advances and ideas on how to grow your business through online marketing are plenty helpful, you should also keep your eyes out for advice and warnings about potential problems that may befall you. Not to sound too much like your older relatives, but the Internet can be a dark and seedy place. In the context of social media, it can be an interconnected place where bad news travels fast.

That’s why Prasanna Bidkar recently wrote an article for Business2Community highlighting 5 potential problems that could ruin your business’s reputation. In it, he points to disgruntled employees, poor products and leaked documents that could all lead to your hard earned reputation online going down the drain.

There aren’t many solutions in the article, but that may actually be good for you. This way, you can think about potential problems and how you and your company should deal with them, not prescribe someone else’s solution to your situation.

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Social Media Marketing Basics

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Building Blocks

Regardless of your expertise in social media marketing, it’s always helpful to go back and review the basics from time to time and compare your company’s campaigns and strategies to these building blocks. Have you set a secure, stable foundation? Are you working efficiently to save time and money?

Leiden Johnson, of Business2Community, has a few of these social media marketing basics for you to keep in mind. Make sure you haven’t strayed too far from the path in your own campaigns.

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Using Apps To Grow Your Facebook Audience

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Are you hoping to grow your business through Facebook? Chances are, if you’re here, you are trying to do exactly that. It seems like everywhere you turn there are articles dispensing advice about what you should and should not be doing to gain a fantastic ROI from your company’s Facebook page. Many of those articles give you fairly similar advice about engaging with your audience and posting interesting, engaging content. While those are certainly great ideas to get the ball rolling, it’s refreshing when you read an article that has something different to say.

Such is the case with the article posted on the unofficial Facebook blog, AllFacebook. Head over and check it out to get a rare perspective about how Facebook apps can help your business grow from an employee of an app company. There are some other tips as well, which, while useful, are mostly things you’ve heard many times before. Concentrate on the advice concerning apps. It’s a unique perspective you won’t find many other places.

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Take Zappos For a Social Media Marketing Example

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You may have heard of Zappos, a web site known primarily for selling shoes. They recently revealed some of their online marketing strategy, including some successes and failures, that could be helpful to many businesses, both big and small, as Laura Stampler reports for Business Insider.

For instance, Zappos’ Digital Marketing Director calls sponsored posts on Facebook “a necessary evil” and “the difference between 1000 likes versus 10.”

He also discusses a shift in their message on Facebook. Rather than talking about what was happening locally around and in their home offices, they emphasize their products and have seen an increased response. This particularly seems like a simple and obvious change, but one that might be helpful to apply to your own Facebook page.

One other important message from Zappos was the far reaching effect of the right wording. Posting an identical message, but with slightly improved wording can be the difference between seeing 10 people share your story and 100. Zappos saw a 7-percent increase in users who created a story on social media about their purchases after such a slight change in verbiage. That adds up to a much larger audience over time.

 

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Excellence In Social Media To Inspire You

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When marketing your business through social media, it can be easy to hit a proverbial wall and decide that everything worth doing has already been done. When you find yourself stuck in this rut, it can be extremely helpful to read about the innovative ways other companies are using social media. This will hopefully inspire you to put your own spin on a particularly interesting or engaging campaign, rather than solidify your thought that everything has already been thought of.

David Moth has a fantastic list of excellence in social media at Econsultancy. Some even come with a disclaimer that they’re no longer possible since they bent the rules of a specific social media platform, but that should encourage you to bend your own rules.

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Bigger is Better For Facebook Ad Images

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When it comes to online marketing, images are very in. Facebook has taken notice and plans to up their advertising haul by expanding image size within their sidebar ads and tweaking the format.

Jennifer Van Grove, of CNet, writes that Facebook is currently testing the new ads on a small percentage of U.S. users’ screens. The image is larger and stretches from border to border of the right-hand column. Ad text, including a bold headline then appears underneath the ad.

This change makes Facebook ads more attractive to users, which in turn makes them more attractive for advertisers and brings in more money for Facebook.

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How To Craft An Ideal Facebook Ad

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Your ad for Facebook should be different from ads on other platforms. Even if you’re also advertising on other social media sites, your Facebook ad has to be unique, as would an ad for Twitter or Tumblr. That’s because you need to consider not only who is going to encounter this ad, but where they will see it and what mindset they’ll be in when they do. That seems like a lot but it is the key to crafting the ideal ad.

Robin Bresnark has an article at Business2Community that delves into this idea of incredibly specific audience targeting. Although I disagree with some of his finer points, everyone should agree on the core of the article, which is simply to think of who you are selling to before creating your selling tool.

The prevailing thought is ‘Facebook isn’t for selling’ so you’ll need to take a different route. Once you figure out what exactly works for Facebook, you can start trying to work within those parameters to find what works for your key demographic.

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Your New Social Media Strategy: Visualize and Attack

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In case you haven’t noticed, Pinterest has exploded over the past year and a half. In fact, it is now the fourth largest driver of traffic worldwide. The lesson to learn is that visual content moves the masses. Ryan Wilson at Business2Community has some clever ways to  increase social media engagement by using more images in your posts.

1. Create your own Meme

They are easy to create and give a fun, lighthearted vibe rather than a more desperate, “we want your business” type of message that drives away social media users. And they are literally everywhere.

2. Infographics

We’ve used quite a few on this very blog. They contain a ton of information that you would never read an entire article to glean.

3. Regular Photos

Old school and timeless. Whether it’s of customers, your store or your new product, take a picture and share it with the masses.

4. Take Submissions

Ask your audience to send in their own pics of them utilizing your products. They do the heavy lifting but you reap the benefits.

The point is, be creative and visual. You’ll see a remarkable difference.

 

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Customer Service Aided By Social Media

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At this point, social media in some form has been incorporated into most businesses. The most obvious way to use it is to incorporate social media into your sales and marketing strategy. But, you can also greatly improve your customer service in a variety of ways simply by posting on a social media platform.

Mike Gingrich of the Goshen News has some great examples of how social media can not only improve your customer service, but in turn improve customer satisfaction and brand loyalty.

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