Everything that we do is interrelated in one way or another. We communicate, study, and respond to things happening around us with considerable weight given to how our actions would affect other people. Getting along with most people is important. If you have other people backing you up, it would be much easier for you to achieve your goals and be successful.
This sense of belonging, feeling of involvement, engagement, whatever you would like to call it is highly displayed in social networking sites. Among these sites, Facebook is fast emerging as the most prominent way of reaching people. Due to its influence in drawing a large crowd, more and more business are thinking of ways on how to effectively penetrate Facebook’s realm.
Don’t allow yourself to be left behind. Go with the flow and find meaningful relationships for your business to flourish. Here are some ways you can manifest engagement with your customers through Facebook.
PHASE 1- Customer’s Corner
Every relationship has its own beginnings. Giving attention to customers’ needs and wants would be a good starting formula. Putting weight on their feelings will further add to the strength of your relationship. The following are some steps that will guide you in your quest for fruitful engagement between you and your customers (existing or future) by focusing on details concerning their side.
Let your customers know about your Facebook page
How can you promote engagement if the other party doesn’t even know that you have a Facebook page? Don’t immediately assume that all your customers will search for your company’s name in the social network. A strategic way on how your customer will be made aware that you have a Facebook page is to include the Facebook name of your business page on cards, shopping bags, etc. You can start this strategy with your close friends and then allow it to spread to other customers.
Get to know your customers through Facebook
You will learn a lot about your customer’s preferences if you maintain an interactive way of communication. Posting statuses about upcoming sales, offers and giveaways as well as posting pictures of your merchandise, and asking for feedback on discussion boards will help. Moreover, by studying your customer’s basic information, you can assess segmentation variables such as demographic that is most attracted to your product. This will pave a way for a solid target marketing strategy.
Provide the best deal
Timing plays a critical role for a successful promotion. You can also apply this idea in Facebook. Highlighting special offers or handing discount codes and coupons on specific days will make followers feel privileged and can certainly influence them to be loyal. A good example of such strategy is coming up with certain promotions or deals during Christmas or other occasions. This will lead to increased traffic to your page and will build up the image of your company.
Let your customers be winners
If you hold competitions from time to time, it gives your followers a reason to visit your page and promote it to their friends. In the same way, you are also encouraging them to participate in a conversation with your company.
It doesn’t necessarily need to involve big giveaways. You just need to make it appealing to your audience. Let’s say, you hold a certain contest in which whoever gives the most feedback on your page gets a gift. This will certainly entice people to participate.
Put your customer in the spotlight
Companies like Oreo have come up with campaigns asking fans to post a photograph of themselves for the chance to feature as fan of the week. The winner’s picture is then posted as the page’s profile image for everyone to see. The attention given to the winners is a useful drive for your customers to join the fun. This is a good way to share memories with a positive mood.
Entertain your users
Facebook is the ideal platform for people who love playing casual online games. Of course, you will need the help of a skilled developer to create your own game associated with your product or service. But then going the extra mile gives extended added values as long as pros and cons are carefully weighed.
PHASE 2- Your Side
Now that you already have some ideas about dealing with your audience, it’s time to flip the other side of the coin – YOUR side now. Make sure that your Fagebook page is well organized and presentable in a way you would want your customers to see it. Here are the rest of the steps geared towards a fruitful engagement this time focusing on how you can improve your own page.
Categorize Your Posts
Categorizing the different types of post you’re likely to see on your page in groups such as praises, complaints, questions and general conversation will let you create basic guidelines for responding to each. This will ease up the flow of communication.
Create a Process for Handling Inquiries
As anticipated, your Facebook Page will attract customer service inquiries even if let’s say this is not the main purpose of the page. You can minimize this issue by clearly posting your customer service URL and phone number on your page. It would also be helpful if you come up with a stock response to customer service inquiries that includes a link, address and/or phone number where the fans can direct their inquiries.
Establish Acceptable Response Times
Now, if you deliberately include customer service inquiries as a component of your Facebook page, you should be able to set up response times for your customers’ inquiries and other concerns. Even if you have no idea how to address the issue, you should let your customers or followers know that you’re aware of their inquiries and you’re finding the best response to their concern. If you aren’t able to answer someone’s question immediately, you should at least let them know right away that you’ll respond soon with an answer.
In terms of response times, you should give priority on complaints and questions over praise and general conversation.
Develop Guidelines for Resolving Issues
How you respond to issues is just as important as how fast you respond. In certain cases, it would be ideal to take conversations offline (to e-mail or a phone conversation) when resolving issues. If you can respond right away to a complaint left on your Facebook Page, do it. Chances are, there are other people who also share the same sentiments and you would want them to see the conversation created for them to have an idea about the answer to their concerns. But don’t be preoccupied in making your response through your Facebook page alone. If the situation heats up and continues to escalate, ask the person to contact you by phone or e-mail so that you better understand his/her specific concern and find the best solution to their individual problem.
Set Clear Ground Rules For Fan Posts
To ensure that healthy communication is maintained, you need to create an external policy for fan comments with stated guidelines about what constitutes objectionable content and how you will handle offensive or inappropriate posts. This can be placed on your “info” tab for people to view.
Set the Appropriate Tone
After establishing the ground rules for when and how to engage, providing guidelines for what to say and how to say it comes next. Successful engagement typically involves being open, friendly and authentic. Set yourself as an example. Whenever you make a post or respond to customer inquiries, act like you’re a hospitable host, making sure that your visitors will be at ease and feel at home.
Understanding your audience and adopting what you’ve learned for your own improvement will certainly go a long way in creating a harmonious relationship between you or your brand and your customers. And since your goal is to create a meaningful relationship, staying aloof would not help at all. You should eye for engagement. Engage with your customers in Facebook and let it power you towards success.
Need help with it? Our virtual assistants are expertly trained in integrating Facebook to your marketing campaign. They can help increase your revenues by engaging with your customers for you!