Engaging Loyal Customers on Facebook
Your small business has finally made the jump to Facebook by creating a Page, adding some initial content and finding some ways to attract likes (previously known as Fans). What comes next in your plan to add value to your company through Facebook? Once you have your customers connected, this social media outlet really provides the greatest opportunities to deepen and maintain relationships with loyal customers.
Facebook is not the place to simply throw up some basic operating hours and product information and then expect that your business page is complete. Interaction is the key to a successful Facebook presence. Your Facebook page allows you to add genuine value to your brand and engage with customers like never before! Customers do not want a one-sided, passive experience – they want to see new content, to have a place to give their opinions and to receive personal attention for their valuable feedback.
Here are four ways you can engage your loyal customers through your business page:
Draw people back to your page from the news feed. Customers are going to be much more apt to visit and spend time on your page if they see new, fresh content pop up on their news feed. Promotions may be one of the quickest ways to send people to your page, as well as posting pictures, upcoming events, links to your blog, and tidbits of information about employees and new products or services. Catchy, short phrases in statuses for many new kinds of content can add value and spur people to click through to your page. For example, Jeni’s Splendid Ice Creams has an effective way of getting comments- posting a high quality picture of their food product and a fun description: “Pictured: Brambleberry Crisp Ice Cream–a gem of the Bakeshop Collection. Ohio blackberries and black raspberries and oven-toasted streusel (handmade in our kitchen), blended with our divine vanilla ice cream. An outstanding Valentine’s Day option, don’t you think?”
Give something back. You need a strong incentive to bring customers back to your Facebook page. Your customers live a busy life – why should they spend precious minutes of their day looking at your Facebook page? One way to get your loyal customers engaged is by showing your appreciation of them. Homage, a Vintage T-Shirt retailer, wanted to “pay homage” and give back to its loyal customers by announcing that once their Facebook page surpassed the 10,000 “like” mark, they would be giving out “something awesome to celebrate.” When the announcement came in that the t-shirt retailer would be hosting a 24 hour buy one, get one (BOGO) sale – their fans buzzed like crazy using Facebook and Twitter to spread the news. The BOGO sale was announced on a Monday through their HOMAGE Facebook page (the post got 116 likes and 16 comments). That Wednesday, the BOGO sale went live at 12:01 AM EST (that announcement post got another 82 likes and 65 comments). From the day the sale was announced (Monday) to the day after the sale (Thursday), the Homage Facebook page grew from 10,000 likes to 11,517 – that’s 15% increase in just 4 days! One can only presume that the company generated new business from this sale in addition to the business from loyal customers.
Showcase your knowledge of the field. Posting links to relevant business content in your field demonstrates knowledge of current events and once again, gets your name in the news feed. Sure, the link won’t directly take people to your page, but frequently posting interesting links establishes you as a good source for information in your field and that will have people coming back for news on your page. For instance, COSI Columbus’ Dynamic Hands-On Science Center! posts links to articles with descriptions such as: “Superbowl snacks too tame? Spice them up with some science!”
Ask questions to get conversations going. This is a quick and free way to gather useful information about your products and services. You can ask for feedback on current areas of your business, solicit ideas for the future, or even just ask things for fun. BalletMet Columbus is an example of a non-profit organization that often asks for feedback from its fans, such as with this question that ended up with 40 responses: “We’re thinking about the 2011-2012 season already, can you believe it?! What would you like to see next season?”
These are all great ways to interact with your loyal customers through Facebook. With some regular effort and time to keep your page up-to-date and the conversations flowing, Facebook can be a helpful tool to build deeper relationships with your most loyal customers.
Categories: Business Tips