How to Reach Out to Customers on Facebook
With more than 1 billion visitors monthly, Facebook provides a platform for your company to directly connect with customers on a personal level. In a March 2009 Forbes.com article, it was stated that "Facebook can be an effective way to build a customer-centric organization that not only communicates authentically but also listens to customers and learns from that interaction". While developing a Facebook strategy, establishing a presence, creating a network and promoting engagement are elements that can set you apart from your competitors.
Here are 6 tips for reaching out to your customers on Facebook:
1. Focus on the user
The content on your page should add value by focusing on user interests. Create a Facebook
page that aligns with your brand. Make sure to include a brief company overview, and contact
information. Use a casual and genuine tone so that users can make positive associations with
your brand.
2. Create a network and leverage your contacts
Invite contacts and employees to visit your page and connect as "fans". Display your
company description and what you have to offer users. Tag them in posts that align with their
interests.
3. Encourage interaction
Provide the platform for users to engage with your brand. The more your customers interact
with your page through reviews, surveys and polls, the more you'll learn about them and what
they need/want.
4. Join related groups and utilize applications
Connect with groups that complement your product/industry or relate to your target market's
interests, and get your name out by interacting in group discussion board posts. The "Causes"
application has become popular because it allows users to support charitable organizations.
5. Advertise
Facebook allows you to target very specific demographics, ensuring that your message
reaches the right users. In addition to linking to your Facebook page, engagement ads enable
users to become fans of your page directly within the ad, maximizing usability.
6. Engage, engage, and engage
Promote discussion-board topics and surveys on your page and encouraging users to upload
photos and videos. Sponsor events and giveaways that encourage users to return to interact
with your brand. Avoid overwhelming your fans with nonstop alerts, always ask yourself if
there is value in the messages and updates that you send out. Also be sure to promote your
Facebook presence on your corporate website, blog and other places online.