Tu marca se enfrenta a una crisis en las redes sociales. ¿Cómo puedes reconstruir la confianza con tus clientes?

Information on social media spreads like wildfire. The first thing to do to rebuild trust is to communicate the reasons for the crisis and sincerely apologise if necessary. If it's a result of a rumour, come out clear by debunking the lie and approach trusted personalities who used to be your clients/customers if they can create content to talk about their experiences when they were working with you. If you're at fault, you'll have to promise a change and build publicly to share the transformation process with your audience. It will take some time but it will be worth it.

Para restaurar la confianza de los clientes, siempre asumo la responsabilidad de los errores y ofrezco soluciones rápidas y efectivas. Mantengo una comunicación clara y constante, actualizando sobre el progreso y resolviendo cualquier inquietud. Además, hago un seguimiento personalizado para asegurarme de que están satisfechos y me enfoco en superar sus expectativas en futuros encuentros.

Yes, it's important to acknowledge the issue, engage in active listening, and implement changes - but because you're managing a brand, there is more to it than that! As award-winning, Fortune 500 brand consultant and behavioral expert, Leslie Zane explains in her book, 'The Power of Instinct,' brand preference is based on the amount of mental connections and positive associations that exist about a brand in our minds. Because of this, brands must also proactively increase the positive connections and associations once more as they reduce the negative. Many brands have faced missteps. The ones that servived, addressed things head on and began the work of building up their positives again.

In a social media crisis, rebuilding trust starts with transparency and action. From my experience, the first step is to acknowledge the issue promptly and take responsibility if needed. Avoid defensive or vague responses—honesty is key. In past cases, we’ve helped brands rebuild by offering clear, actionable steps to resolve the situation and prevent recurrence. Engage directly with your audience, listen to their concerns, and show empathy. Consistent updates, meaningful solutions, and a genuine commitment to improvement are essential. Over time, your audience will see your brand's integrity through these efforts.

When your brand hits a bump on social media, regaining trust starts with truly listening. Show your audience that you’re open to feedback and ready to make things right. Acknowledge the issue, be transparent about how you’re fixing it, and let your actions speak louder than words. Trust is earned through accountability, and showing you’re in tune with what your community is saying makes all the difference.