Post by account_disabled on Feb 27, 2024 9:15:50 GMT
Warren Buffet said: “It takes 20 years to build a good reputation and five minutes to ruin it. If you think about that, you will do things differently.” However, many brands do not take these words seriously. An online reputation crisis is a situation that has, or risks having, a long-term negative impact on the reputation of a business. This type of crisis can go viral quickly, in a very short period of time. A crisis can occur when you least expect it. It could be something that leaves customers upset, an angry employee posting something on social media, or a thousand other scenarios. When it comes to social media crisis management, businesses must be prepared to respond quickly and sincerely. You have to show empathy to upset consumers. There are two ways to handle a social media crisis: the right way and the wrong way. Steps to prevent a crisis on social networks Reputation management begins before a crisis hits. Handling a social media crisis is based on four key principles: Prevention: Try to minimize the risk of a crisis occurring in the first place. Preparation: Have a prior plan and create several scenarios ready to deploy, in case of a crisis. Answer: Put that plan into action to react to the crisis. Respond as quickly as possible. Staying calm is crucial. Recovery: Recognize the mistake and learn. Think about what you would do differently in a similar situation. Back to normal. These steps must be taken into account to prevent an online crisis: 1. Implement a crisis plan on social networks. 2. Train employees so they know what they should and should not do if a crisis occurs. 2. Decide what you are going to monitor, the keywords relevant to your company such as the name of the company product names executive names the CEO competition names expressions that have to do with the company and products, etc.
Set up accounts with free social New Zealand WhatsApp Number media monitoring tools. There are hundreds of tools available. For general mentions – Google Alert – social networks are very much about real time and allow problems to be solved instantly, through a quick and intelligent response. Being pleasant – avoiding comments from angry or threatening people shows that your business is listening, and that way you will gain the respect and support of others. Be proactive – when discussions arise related to your industry, it's a good idea to engage early with your prospect. Crisis assessment framework There is no incident (handle it like any activity). Ignore (activity of provocateurs; does not deserve a response). Delete (activity that contravenes only the basic rules). Accept (no resolution required or not possible). Solve directly. Requires intensification. Emergency (act). Always think if the answer could be misinterpreted or if it could make the situation worse. If a business made a mistake, admit it, apologize, and do everything in your power to correct it. We all make mistakes. Customers don't expect your business to be perfect, but they do expect it to be transparent and honest. The secret of crisis management is to prevent bad things from getting worse. Needed… Be transparent: Trying to hide things doesn't work. You have to be transparent and honest with followers and clients. Monitor what they say about your business: Listening to and analyzing people's comments on social media is key to improving things. React quickly: A quick and simple “We are aware of the problem. We are working on it and will get back to you as soon as possible” is better than a late response with more information. Learn from mistakes: This is the first step so that the crisis does not repeat itself. What can be learned from brand crises? FIFA FIFA received a red letter for handling the social crisis.
Fourteen FIFA officials were arrested in the United States and Switzerland, accused of accepting bribes. This was not the first time that FIFA's reputation has been called into question. FIFA's Twitter profile got more than 7,700 questions from users one month and they responded to zero. FIFA response rate on Twitter answered-vs-unanswered-questions This was a good example that the crisis will not go away if you ignore it. Insisting that there is no crisis is not a solution. In this example, the best way to respond would have been to accept responsibility. People want to know what the organization is doing to resolve the situation. Burger King Burger King's Twitter account was hacked and the person who accessed the account changed the name to McDonald's and started promoting McDonald's in their tweets. By the time Burger King regained control of its account and issued an apology, the account had 30,000 new followers. Burger King's account during the Twitter crisis Several fast food brands took advantage of this and tweeted their responses. answers-from-other-fast-food-brands Wendy's Response to Bueger King Twitter Hack The lesson in this case has to do with the importance of password security. Amy's Baking Company Or also known as the greatest crisis in history. Amy's Baking Company appeared in the American version of Gordon Ramsey's Kitchen Nightmares. On the show, Gordon highlights the problems restaurant owners have. Amy stole tips from waitresses, yelled at customers, and Gordon, who subsequently no longer worked with them. After the show, people took to Amy's Baking Company's Facebook page to criticize.
Set up accounts with free social New Zealand WhatsApp Number media monitoring tools. There are hundreds of tools available. For general mentions – Google Alert – social networks are very much about real time and allow problems to be solved instantly, through a quick and intelligent response. Being pleasant – avoiding comments from angry or threatening people shows that your business is listening, and that way you will gain the respect and support of others. Be proactive – when discussions arise related to your industry, it's a good idea to engage early with your prospect. Crisis assessment framework There is no incident (handle it like any activity). Ignore (activity of provocateurs; does not deserve a response). Delete (activity that contravenes only the basic rules). Accept (no resolution required or not possible). Solve directly. Requires intensification. Emergency (act). Always think if the answer could be misinterpreted or if it could make the situation worse. If a business made a mistake, admit it, apologize, and do everything in your power to correct it. We all make mistakes. Customers don't expect your business to be perfect, but they do expect it to be transparent and honest. The secret of crisis management is to prevent bad things from getting worse. Needed… Be transparent: Trying to hide things doesn't work. You have to be transparent and honest with followers and clients. Monitor what they say about your business: Listening to and analyzing people's comments on social media is key to improving things. React quickly: A quick and simple “We are aware of the problem. We are working on it and will get back to you as soon as possible” is better than a late response with more information. Learn from mistakes: This is the first step so that the crisis does not repeat itself. What can be learned from brand crises? FIFA FIFA received a red letter for handling the social crisis.
Fourteen FIFA officials were arrested in the United States and Switzerland, accused of accepting bribes. This was not the first time that FIFA's reputation has been called into question. FIFA's Twitter profile got more than 7,700 questions from users one month and they responded to zero. FIFA response rate on Twitter answered-vs-unanswered-questions This was a good example that the crisis will not go away if you ignore it. Insisting that there is no crisis is not a solution. In this example, the best way to respond would have been to accept responsibility. People want to know what the organization is doing to resolve the situation. Burger King Burger King's Twitter account was hacked and the person who accessed the account changed the name to McDonald's and started promoting McDonald's in their tweets. By the time Burger King regained control of its account and issued an apology, the account had 30,000 new followers. Burger King's account during the Twitter crisis Several fast food brands took advantage of this and tweeted their responses. answers-from-other-fast-food-brands Wendy's Response to Bueger King Twitter Hack The lesson in this case has to do with the importance of password security. Amy's Baking Company Or also known as the greatest crisis in history. Amy's Baking Company appeared in the American version of Gordon Ramsey's Kitchen Nightmares. On the show, Gordon highlights the problems restaurant owners have. Amy stole tips from waitresses, yelled at customers, and Gordon, who subsequently no longer worked with them. After the show, people took to Amy's Baking Company's Facebook page to criticize.
