Introduction to Facebook pages for business
Facebook
is the king of social networks and as such, almost doesn’t need an
introduction. It is likely that you are already familiar with Facebook
and probably have your own profile. With over a billion users, it’s the
biggest social network with a user base that is still growing.
As
with other social media platforms, Facebook allows businesses to build a
community with the potential of turning a proportion of those community
members into customers. By clearly showcasing a combination of the
attractiveness of your goods and services, your customer service and
your brands personality and/or USPs, you can use Facebook to attract new
customers to you and foster brand loyalty in your existing customers.
Just like on your website, your aim is to make people stick around long
enough that you get the opportunity to persuade them to buy in to your
brand and become a customer.
Don’t make the mistake of using
Facebook like a one-way sales channel. Bombard your Facebook fans with
offer after offer, and you’ll find this is the quickest way to lose
potential customers (unless you have a deal based business model such as
Groupon or Wowcher). As a rule, no one wants constant hard sell
filling up their timeline. The key to successful use of Facebook for
businesses lies in your ability to engage followers, listen to them and
to balance the content you are publishing.
What’s the point of Facebook?
Facebook provides businesses with the ability to create and grow an engaged community of customers and potential sales leads.
Building communities and individual relationships
Facebook
provides an excellent means by which a company can not only demonstrate
their expertise in any given area, but they can actively create a brand
personality, in keeping with brand values and marketing strategy and
promote their unique selling points.
Facebook is all about
engagement and adding value. As a result of reaching out to your
customers, you’ll obtain highly valuable insights that will shape your
communications (extending to other social networks and even transferable
to your traditional marketing channels), making them even more
effective.
Successful use of Facebook relies upon effective engagement and in your ability publish fresh and interesting content.
Building
a community doesn’t come easily and it certainly won’t happen
overnight. You will need to commit to and invest in a long-term
strategy that will underpin all of your social media activities. If you
are after a quick win or instant results, then social media is not
going to provide that, unless you are using paid advertising.
Whilst
this introduction to Facebook deals primarily with the free page all
businesses can set up, you do have the option of enhancing your presence
further by taking advantage of promoted posts and Facebook ads.
Similarly enhancing your page with free or paid-for Facebook apps, can
help to improve the quality of your content and help you to attract more
visitors.
Facebook pitfalls to avoid
Ignore your Facebook Wall at your own peril
Checking
your social media pages every now and again just isn’t enough, and for
any page with more than a few hundred Likes or followers, it is critical
that you are regularly monitoring interactions.
Consider this
scenario. An irate customer posts on your Facebook wall complaining
about a customer service issue. Respond to such a post quickly,
providing an apology, reason and resolution and you can effectively turn
the situation into a positive PR opportunity. Consider that same irate
post on your Facebook wall left un-answered for several days. This
makes it look like you don’t care about customer service and also shows
that you don’t pay attention to your Facebook wall, sending a very
negative message to anyone visiting your page and it certainly won’t
help you convert new customers.
Once set up, the single most
important thing to remember is to monitor your Facebook wall. Whilst
daily monitoring is acceptable, for active Facebook communities, then
you are going to want to check your wall for any mentions, pre-sales
questions or customer service issues several times a day.
Fake likes are largely worthless to you
You
are likely to come across companies offering to sell you ‘Likes’ and
for a new page, this can certainly be tempting. Consider this though –
why do you want to buy likes? What benefit do you get from appearing to
have more likes? The real value of Facebook comes in the form of
genuine fans, which should largely be made up of existing and potential
customers – these fans are receptive sales leads and so have an
intrinsic value, making it worthwhile to invest your time into engaging
them.
Buy likes and your new fans will have no real interest in
your brand and as such can’t be categorised as potential sales leads, in
which case they are of little or no value to you.
Failing to engage sends out negative signals
To
make Facebook work you need to give people a reason to come to your
Facebook page; when they are on your page, your goal is to ensure that
they see something they are interested in, resulting in a desirable
action, such as clicking through to your website. If you rarely update
your wall you aren’t giving people a reason to come back. If however
your content is interesting and fresh, then people will like your page
and will keep coming back.
Facebook and all social media, is about
crafting two-way conversations. Engaging fans isn’t about constantly
pushing out content; it’s about publishing content and then pausing to
listen to your fans responses. This way you will learn what they like
and will be more able to understand how to reach your target audience.
When a fan is actively engaging via activities on your wall, they are
highly receptive. Give them what they want and engaged fans can turn
into customers.
Controversy can increase the viral potential of content but is unlikely to win you customers
Some
believe that posting controversial content will help that content
spread and go viral. Whilst this can be an effective strategy for
achieving viral spread, it isn’t recommended. Controversy often stirs
up strong emotions which can have very negative implications.
Stay
away from being too controversial, you don’t want to polarise or
alienate people; you might have strong political or personally held
views, your business’s Facebook wall however is not the right place for
you to express them.
Beware of the Facebook Troll
Lurking
online is a special breed of person, known as a Troll. Simply put, a
Troll is someone who is purposely antagonistic, argumentative and/or
offensive. They will often respond to posts just to create an argument
or cause a reaction and will frequently use abusive or offensive
language.
Depending on your point of view, you might see them as a
harmless nuisance or you might see them as anarchistic trouble makers.
Once identified as a Troll, my own stance is to block the offender from
posting. Blocking or banning should not be taken lightly though – if
someone has a real customer service issue or complaint to air, it is
always advisable to deal with it rather than simply removing the post
and banning the user.
Don’t be tempted to deal with the potential
threat of the Troll by locking your profile down and stopping people
from posting on your wall altogether though. If you do that, you will no
longer see any of the true benefit that social media provides, as you
will no longer be inviting two-way conversation, turning Facebook into
just another one-way marketing channel.
Part two of this
introduction to Facebook will be published later this week and will
provide you with some facts and tips that will help you get the most out
of your Facebook activities, as well as some suggestions for engagement
activities that you can take away and implement.
Courtesy of Social Media Today