Learn How to Handle Social Media Backlash

By Cam Velasco

CEO & Co-Founder
Published: Apr 3, 2024
Navigate social media backlash with swift, sincere engagement to transform challenges into growth opportunities.
A vintage typewriter with a paper that reads "CANCEL CULTURE" It looks to teach how to handle social media backlash.

Facing social media backlash can be daunting for any brand. With this guide, you’ll understand how to manage it while implementing some crisis response strategies. This approach helps in not just surviving the backlash but also in turning it into an opportunity for growth and improvement.

Triggers of Social Media Backlash

Ads that come off as offensive or make fun of serious issues, messages that seem insensitive during tough times, and looking like you don’t care about diversity or including everyone.

If you don’t handle this backlash the right way, it can hurt your brand:

Impacts of Unmanaged Backlash

People might stop buying from you, leading to lost sales, your brand’s good name could take a hit that’s hard to fix, and you could end up in the news for all the wrong reasons.

The best move is to quickly, kindly, and clearly, address any issues that come up. Having a plan for dealing with social media problems can help keep them from messing up your brand’s image and future success.

Social Media Backlash: Preparing for Future Situations

Getting ready ahead of time for any social media problems can help lessen their impact. Here’s how you can do that:

Monitoring Tools

Use tools like Google Alerts and other platforms that listen to social media chatter to catch issues early on. Keeping an eye on what people are saying about your brand and topics that are heating up lets you jump in and fix things before they get out of hand.

Dedicated Response Team

Have a team ready to go that knows how to deal with unhappy customers and public issues. Give them the power to speak for the company and make sure they understand your company’s tone and what it stands for.

Integrated Social CRM

Use a system that brings together all customer interactions and responses on social media. This helps you keep track of everything in one place, especially when things get tense. Knowing the history of a customer can help you respond better.

Company Policies

Make sure you have clear rules for how to act on social media backlash and what to do in a crisis. This should cover how to talk to people, how quickly to respond, what steps to take if things escalate, and more. Try out these plans with practice runs to find any problems.

By planning, keeping an eye on what’s being said, and having the right team in place, you can better handle social media issues before they blow up. Staying calm and tackling problems head-on is also important. You want to fix things in a real way, not just make it look like you’re addressing the issue.

Crisis Response Strategies

A typewriter with a sheet of paper printed with the word 'Crisis'.

Here’s a step-by-step guide on what to do when you’re facing a tough time on social media.

Don’t Delete

Keep up the negative comments so everyone can see you’re being open. If you have to remove something mean or against the rules, just explain why. Getting rid of honest criticism can make it look like you’re trying to hide something.

Take Conversations Offline

Try to sort things out one-on-one through private messages or emails. This way, you can talk more freely and work things out without everyone watching. Remember to check back in with them.

Respond ASAP

Quickly say you’re aware of the problem and you get why people are upset. Keep your cool and be honest in your reply. Share what you plan to do about it without making excuses.

Apologize and Take Action

If you messed up, say you’re sorry and mean it. Tell everyone what you’re doing to fix the issue and make sure it doesn’t happen again. Being open about what you’re changing is key.

Highlight Supporters

If some customers are sticking up for you, let them know you appreciate it. Their positive words can help turn the conversation around. Say thanks and steer the chat towards more helpful topics.

Following the Storm

A focused woman wearing glasses looks at a laptop, contemplating."

Review and Learn

After everything calms down from a social media backlash, it’s key to look back and figure out what went wrong, why it happened, and if your response helped. This helps you get better for next time.

  • Analyze the data and feedback: Check out the main points from negative comments, how many times things were shared, and try to understand the overall mood. Look into what topics caused the most trouble. Also, ask your customers directly what they think through surveys or chats.
  • Assess crisis response effectiveness: Go over how you handled things, like how fast you responded, the way you talked about the issue, the tools you used, and how your team worked together. Identify what worked and what could be better.

Learning from tough times can help you react quicker, communicate better, and keep your brand looking good when problems pop up again.

Emotional First Aid

Dealing with criticism and leading through tough times can be hard. You can feel better by writing down your thoughts. Looking back on what you’ve written can show how you’ve grown.

Chatting with others who’ve been through the same thing can be helpful. They can offer support and advice. Step away for a bit to clear your head. A quick walk or some light exercise can help.

Finding ways to deal with stress helps you stay calm and lead your team effectively.

Ongoing Monitoring

Keep an eye out even after things have settled down by setting up Google Alerts for your brand and products to know when they’re mentioned online. Use social listening tools like Mention or Hootsuite to keep track of what people are saying in real time.

Staying on top of things lets you handle problems before they blow up again. It also shows your customers you’re committed to making things better.

Conclusion

When your brand faces social media backlash, how you deal with it can change things for the better. Being ready with tools to keep an eye on what people are saying, having a plan for how to respond, and teaching your customer service team how to handle complaints can help turn tough times into chances to grow.

The key is to listen to what people are upset about and respond in a caring way. Saying sorry and fixing the problem can help win back trust. It’s also important to look back at what happened and update how you do things to avoid the same mistakes.

Always keeping an eye on social media helps too – if you know what’s coming, you can deal with it before it gets out of hand. By staying engaged and monitoring, brands can spot problems early.

In the end, dealing with backlash is tough, but it’s something you can get through. If you show your customers that you’re listening and making changes for the better, it can make your brand stronger.

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Cam Velasco

CEO & Co-Founder

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