Guest post by Chris Norton.
A social media crisis is like a wildfire: one mistake can quickly get out of control. When your business commits a critical error on social media, you risk losing not just followers, but also current and prospective future customers.
The dynamics of a social media crisis are similar to social proof. If people read positive news about your business, they are more likely to transact with you. On the other hand, if your social media reputation is damaged, consumers may feel they have a social and ethical responsibility to avoid your brand.
Repairing the damage from a social media crisis is not as simple as deleting the offending post or tweet. You need a strategy for dealing with criticism on social media. Here are six steps that will help your brand recover from a social media crisis.