Your client is facing social media backlash. How can you guide them through a more strategic response?

If your client is facing backlash on social media the best way to address the issue is head on. A heartfelt apology and an acknowledgment of what they've learned in the face of adversity is key. Don't make excuses and try to justify the actions, just say you're sorry and then don't post for a little bit. You need to give people time to cool off before resuming a normal posting schedule.

The most important thing to do at first is to stay calm. Then, there are two things you have to keep in mind. First, analyze the scope of the issue. This means determining if it is a problem affecting one person or many people. Second, identify the actual problem causing these backlashes. Once you find the core reason behind the backlashes and understand how many people are affected, you can respond in a more effective manner. This response should be precise and genuinely helpful. Additionally, if others can validate your response, a stable situation can be created. Ignorance can negatively affect you in such situations, so avoid being silent.

Understanding the source of the backlash is key. Many times, apologies are labeled as tone deaf because this part of the process wasn't followed. Sometimes too if the client cannot restrain themselves taking time away from the spotlight might be the needed resolution.

- Acknowledge promptly: Silence can be seen as indifference. - Analyze feedback: Understand core concerns. - Craft a response: Be clear, empathetic, and accountable. - Outline steps: Detail actions to rectify the situation. - Engage constructively: Show willingness to listen and improve. - Monitor conversations: Adjust strategy based on ongoing sentiment. - Leverage endorsements: Use third-party support to rebuild trust.

In the initial assessment phase, leveraging advanced marketing technologies such as social listening tools can provide real-time insights into the sentiment and scale of the backlash. This data-driven approach ensures that your response is not only swift but also accurately targeted, addressing the root concerns effectively. Additionally, integrating customer-centric principles into your strategy can help rebuild trust and demonstrate genuine commitment to resolving the issue.

Eine klare und verständliche Sprache ist das A und O um Probleme und Schwierigkeiten aus dem Weg zu Räumen. Fachjargon und umständliche Formulieren erwecken immer den Eindruck, man wolle etwas vertuschen. Und selbst wenn man das garnicht will, darf man nicht davon ausgehen das jeder die Branchenspezifischen Fachbegriffe kennt und zuordnen kann. Daher ist immer wichtig, sich so einfach und verständlich wie möglich auszudrücken.

Die Frage ob man mit einem Unternehmenskonto oder ganz persönlich antwortet, ist Situationsabhängig und auch abhängig von der Größe des Unternehmens. Bei einem internationalen Großkonzern, erwarte ich nicht dass der Konzernchef persönlich antwortet. Aber es kann ein angenehmer Kompromiss sein, wenn das Social-Media-Management die Antwort dem Namen des Ansprechpartners / der Ansprechpartnerin signiert, damit man nicht das Gefühl bekommt nur eine Kundennummer zu sein. Bei kleineren Unternehmen, ist es nachvollziehbarer wenn man eine persönliche Antwort bekommt. Vor allem bei schwerwiegenderen Problemen oder Fehlern.