Social networks are in everything, their surprising adoption in the day to day of many users has led to the emergence of some problems in the brand-user relationship. To give the correct handling to these “unexpected situations”, nothing more advisable than to have the support and advice of a digital marketing agency . You must already have some active profiles or accounts on social platforms, so it is essential that you know that when the prestige of social networks is affected, it is where an online crisis begins; and that is where you will have to have an “ace up your sleeve”. No one who has worked hard to build their brand, business, or company name would want to see their reputation tarnished; you are surely among them. The truth is that these types of situations arise without prior notice; In other words, you will never know when a delicate moment may arrive. Bank Email List While it is true that many of these problems can be solved with timely intervention, it is also true that poorly managed crises can occur that eventually erupt. That is why by entrusting everything related to Social Media to a digital marketing agency , it will allow you to have a good digital crisis management plan. What can a digital marketing agency do for you? 1. Be attentive to detect the problem in time Today there is a lot at stake in social networks, so it is important that you have professionals who manage your brand profiles. A good Community Manager will be able to schedule appropriate messages and be attentive to the user community.
Having feedback is also among your qualities, you will be able to respond diligently to positive comments and also; This will show that your brand is always accessible. In addition, with this they can even manage a crisis quickly to reduce its effect. 2. Analyze each situation Before giving a response to the user for any situation, especially if it involves a threat or a possible crisis warning, the professionals will rigorously analyze what happened; giving you answers to questions such as the reason for the conflict, who is complaining and to whom it has reached, in which networks the criticisms are being shared. In this way, you will take into account with them the basic information of the conflict, and thus develop an action plan. 3. Design an Action Protocol This is undoubtedly the most important step, because you have to define with the agency team how to act before a negative comment, what steps do you suggest to take so that it does not become an unstoppable snowball. The 4 keys that you have to manage a reputation crisis, and among which you must choose together with them are: Don’t be silent. The worst thing you can do is not respond to a comment on social media. If it’s positive, thank him or share the success. Now, if it is negative, evaluate the situation and respond individually. Don’t delete negative comments. Deleting it will not help you give a good company image. On the contrary, it can turn against you because it will be considered as censorship. Rectify and face the problem. Become fully aware of the problems and face them diplomatically, this will be crucial for you to give a good image; since you will be demonstrating that the customer’s opinion has value and that brands are human.
Compensate your user . Depending on the case, it is possible that the best way to solve the problem is by compensating the user. This will help the user to regain trust in the brand. Other aspects in which they will diligently intervene That you understand and admit the problem . So that you know how to act correctly in those moments when impulse, anger, indignation or helplessness can play a trick on you; experts can advise you to initially understand what the problem really is. Hong Kong Lead Thus, you will be able to analyze the situation cold to be able to admit what happened and offer apologies transmitting total transparency. Your customers will appreciate it. That you think about the emotions that you must address and that you can choose your words carefully. In this particular they act with the firm intention that when you go to apologize, you do it well; that for the good of your company you speak from the heart and do not make a statement that sounds like a press release. They will suggest how to explain what happened and how you plan to solve it. Nobody better than digital marketing connoisseurs to know perfectly well that the public on social networks loves to give advice, which by the way will be very useful for your brand.