It can happen in a flash; one of your employees posts something on social media intended for their personal page, while unintentionally logged into the company’s page. This is one of many moments where companies need to be prepared to prevent, respond, and fix mistakes.
The conversation about whether a company should or should not participate on social media is over. However, because of the fast moving (and often public) nature of social media communication, companies are in need of a strong communication strategy. This includes understanding why your company participates on a specific social network, identifying who and where your customers are online, and tailoring an action plan for when things go wrong.
Ironically, sometimes not participating on social media can be the moment when things go wrong. With our digital addictions, your customers are looking for your company to be at their fingertips at a moment’s notice. Since the consumer is forcing brands to behave like an API, it is important to start thinking about your social engagement as providing a better customer experience on their terms.
