Transparency is Key when Addressing Problems on Social Media
The currency of transparency adds emormouns value to a brand’s public image and improves customer loyalty.
The currency of transparency adds emormouns value to a brand’s public image and improves customer loyalty.
Transparency in business is more than a buzzword. It has become the new standard of business-as-usual. Without transparency, a business risks being branded as unethical, unjust, or even bioget. Transparency is the standard that everyone from CEOs to company social media accounts are being held to.
With transparency across operations, businesses build trust with both employees and customers, enjoying improved brand reputation to drive growth. How can your company demonstrate transparency when addressing problems? Read on!
Transparency in social media and in business stems from the term for personal relationships. Someone who is transparent is open, honest, and accountable. They have nothing to hide.
In the business context, transparency can refer to open financial disclosures, open meetings, external audits, and other measures to ensure ethical and just business practices. It also encompasses regular communication with employees and response to feedback for workplace improvements.
In the context of social media, the term transparency relies more heavily on the open and honest qualities of personal relationships. This can include disclosing partnerships or paid promotions, but also involves building a sense of personal relationship with your business community. This is especially important when there are problems or criticism in everything from faulty or inferior quality products to poor customer service or management complaints.
Addressing problems with transparency on social media is much like addressing problems in real life: say sorry and don’t push. Don’t try to hide the problem, negate it, or avoid it. Acknowledge the mistake and try to make it better. While this is simple, as seen by many company’s disastrous social media responses, sometimes this is easier said than done.
The key to addressing problems on social media is to start building trust before the problems arise. Use your company’s social media platform to build an authentic, original voice. That voice is your transparent company voice which conveys authenticity and trustworthiness, making it easier to address problems on social media.
Social media is a powerful way to connect with customers and build a community. The currency of transparency adds emormouns value to a brand’s public image and improves customer loyalty.
Transparency starts from the company foundation. Transparent business practices, a workplace, and happy employees are the first step. Trust, communication, and openness within the company will convey these same values on social media.
To effectively address problems on social media, demonstrate transparency and authenticity across social media platforms. This is most effective not only in addressing problems, but in all social media interactions. Build a community on trust and transparency, and they will become your company’s greatest advocates.