Customers often use social media sites like Twitter to express their concerns and complaints. Even though it's a great way for businesses to connect with their customers, it can also quickly turn a small problem into a big one. So, companies need to have a good plan for dealing with crises on Twitter.
Why is Twitter crisis management important?
There are numerous examples of crises on Twitter that have blown up and hurt the brand's reputation.
For instance, after letting people go, the clothing store HMV got a lot of flak on social media. A worker broke into the company's Twitter account and tweeted about what was going on as it was happening. Staff members were shown leaving the building. People talked about it a lot, and many of them didn't like how HMV handled the situation.
Other problems like client complaints, threats and bad publicity can also happen on Twitter. Thus, it is crucial to manage these issues promptly and minimize the damage. Developing an accurate response can help humanize the firm, engage the consumers and provide updates to key stakeholders and the general public.
Read on for a few tips you can follow while handling a crisis on Twitter.
communicate with stakeholders
There should be effective and successful communication with stakeholders during a crisis. This is how you can go about it.
- Identify the brand's stakeholders and address them in order of their importance. For example, if the crisis affects the general shareholders, address their worries first.
- Identify the appropriate communication channels. Sometimes a direct email or phone call is preferable to social media.
- Focus on each stakeholder group's unique needs when drafting messages.
- Track conversations and feedback from stakeholders by using social listening tools.
Manage Negative Publicity
- Promptly answer any negative comments or reviews. If you act quickly and decisively, you can stop a small problem from blowing up.
- Acknowledge the problem, take responsibility for it, and apologize if necessary. Show empathy for those affected.
- Provide practical solutions to resolve the issue. Ensure that you follow through.
- If appropriate, use humor to lighten the mood and defuse tension. But, be careful not to offend or belittle anyone.
Also read, How to Login on Twitter?
Protect the Brand's Reputation
- Use tools to keep an eye on the brand's online presence. Quickly respond to negative comments and give the correct information.
- Share helpful articles, blog posts, and how-to guides with your customers regularly.
- Build a group of brand advocates who can shield the company when things get rough.
- Reward loyal customers and encourage them to spread positive notes about the brand.
- Be truthful and open about the business's goals, values, and practices. Share your successes and failures, and give honest, helpful answers to feedback.
Blaze is the best way to stay in touch with customers during and after a crisis. It puts community, social media, and on-chain data in one place to help understand customers better. With Blaze, you can set up community KPIs, make automated reports and alerts, and always know what's happening. So why wait? Sign up with Blaze today and improve your brand's crisis management strategy.