This is a cross-blog post from Network Solutions Solutions Are Power website that I guest wrote. Originally posted on SolutionsArePower.com on April 21, 2010.
For companies interested in getting into the conversation on social
networks and going where their customers are, the one area to certainly
consider is Facebook.
One of the most well loved social networks, the one advantage of going
onto Facebook is that you’re able to interact with the customer’s
profile and also make your own presence. A couple of years ago,
Facebook did something quite ingenious…rather than just setting up an
account and having company employees respond to customers using their
personal accounts (or even making up new accounts – which apparently is
against Facebook’s policy), now you can make what’s known as Facebook “fan pages” or business pages,
as they are sometimes referred to as. Basically you’re establishing a
Facebook entity where it’s your corner of the social network that your
company can use to promote your own brand and get better acclimated with
your customers.
FACEBOOK FAN PAGES, GROUPS & PROFILES? I’M CONFUSED.
Before we get any further, it should be vital to note that
Facebook does already have multiple options for people to make their
presence known, including profiles and groups. So what’s the huge deal
about using a Facebook fan page? Well I’ll clarify…if you have a brand
like Coca-Cola, Kohl’s, American Airlines, etc, you don’t really have a
individual that represents your brand, like you would with Mashable (which has Pete Cashmore),
Mr Clean or another company that has a imaginary or real spokesperson
that people can readily identify and associate with your brand. So
unless you meet this qualification, then the best bet is to go with a
fan page. Moreover, you’re probably going to want to curate more than
5,000 fans to your page, right? Setting up a profile won’t satisfy your
needs since there is a limit on the number of fans you’re able to have
on your profile. Score another point for the fan page. Now what about
groups? I reckon of Facebook groups has more customer-made and not
something that a brand would necessary make. Look at the types of
Facebook groups out there – in fact, just do a search for “I despise” and
you’ll see some fascinating ones like “I despise Hannah Montana” or “I despise
the new Facebook” or even “I despise Coca-Cola”. Reckon of these Facebook
groups as your communities that you, as a brand, should look into and
evaluate whether you should be involved. But it’s over there that you
won’t be able to manage what’s being said – they’re a unionized group
and you’re only there as an observer…
WHAT YOUR FAN PAGE MEANS TO YOUR BRAND.
So
if you’re not allowed to properly play in their playground, then may I
suggest Facebook fan pages? Set up shop on Facebook and essentially
make your own “profile”. It’s here that you can post your press
releases, blog posts, videos, photos, etc and share with your customers.
People on Facebook will flock to your website to leave comments about
how cool your product is or provide you feedback when they reckon you’re
doing something incorrect. You can also leverage your soon-to-be growing fan
base by enticing people to join through contests run through your page.
Just look at what Sears is doing on their page.
In order to get exclusive discounts to their Sears store, all you’re
going to need to do is to be a fan of their page. As a result of that,
the company can now send you messages on a periodic basis alerting you
on new things, sales, discounts, coupons and other news related to Sears
– it’s nearly like a opting-in for email, but on a social network!
IT’S MORE THAN JUST A DULL FAN PAGE.
Facebook
fan pages will also let you make other sections on there using a
special programming code called FBML and you can embed special pages
just for your own use. In Sears’ example, they’ve set up a whole tab
promoting the NCAA basketball tournament. And it’s not all static text
and images. Instead, they’ve made it a bit more interactive with a
custom look complete with video (see image on left). Sears has converted
a regular, probably dull, fan page into something where it will
entice customers and fans alike to come back and check out what’s new.
The new tabs serving a variety of campaigns is something that should be
regularly refreshed so people won’t be coming back for the same dull
thing over and over again. On Kohl’s Facebook fan page,
they have leveraged it by making tabs to promote a line of clothing
by Lauren Conrad, along with contests for recipes and even a PR section
to tout the company’s green initiatives.
CAN YOU SEE YOUR FAN PAGE? WILL OTHERS?
One key thing to point out in order to maximize your Facebook fan
page is to make sure that it’s FOUND. Yes, just simply setting it up and
telling your friends and co-workers about it doesn’t make it an instant
hit. That is, unless you’re verbally telling a million friends. But
realistically you’re going to need to find some way to promote it
without it sounding intrusive or pushy. The first thing you should do is
to place links on your website and blog clearly and conspicuously so that
people know that they can be friends with you on Facebook. And don’t
make it marketing speak either. Make the copy clear and explicit:
“Follow me on Facebook”. If you make it too wordy or full of buzz, then
you’re going to confuse people and they won’t know what you’re talking
about. If possible, include the Facebook logo next to the link – people
will automatically associate the Facebook logo with your Facebook fan
page. Bonus! Oh, and did you know that Facebook even has custom widgets
that you can install so people can be fans of your page right from
other sites you own – including your company website? All without going
to Facebook directly! Make it simple for them!
INTEGRATE OTHER CONTENT. SHARING IS CARING.
In a Mashable post a year ago
about five elements of a excellent Facebook page, one recommendation is to
leverage existing content produced by customers and fans. They reference a Coca-Cola duo
who loved the soft drink so much that they produced some fascinating
content and made their own fan page. It has, in fact, become such a
hit that not only is it one of the largest product fan pages on
Facebook, but it also caught the attention of the folks at Coca-Cola who then chose to work with
the duo instead of demanding the page be turned over to them. Rewards
and VIP treatment was bestowed upon the creators and Coca-Cola did a
fantastic thing by deciding to work WITH the duo to make sure that they both
reaped the benefit. If you’re seeing a fan page that promotes your
brand or product better than yours, then don’t be in a rush to quash
them. In fact, you might be smart because you don’t want to rage
someone who has been an ardent fan of yours. That negativity could sway
others to go the opposite direction causing you more grief than excellent.
Work with other content creators and curate their information on your
fan page and make it a resource for people to find.
INTERACTION AND CONVERSATION SHOWS YOU EXIST.
Once you’ve started getting people to interact with your fan page,
then you should look closely at what people are saying and what types of
people are interacting with your site. Washington, DC’s tourism fan page
has ballooned to include over 140,000 fans so there are some clear
demographics about who visits and what types of things they’re
interested in. Facebook also includes statistics that you can look at if
you’re an administrator to gauge how many new fans are there, who’s
leaving, the gender balance, etc. Very informational things that you can
use to tailor your content to meet their needs. Maybe you’re going to
talk about cars, beer and sports on your fan page, but then look and see
your demographics leaning predominantly female. That would be a huge
shift in your strategy, but you can easily make corrections on the glide
or in near real-time to find what suits a majority of your fans. In
Washington, DC’s case, they are posting photos, news and links to things
people are interested in concerning the city – whether it’s new
exhibits, cherry blossoms or television movies that involve the city.

Other brands that have seemed to maximize their fan pages are finding
success in engaging in posts people make on their fan pages. Take
Kohl’s page, for example (shown above). As you can see, they have nearly
a million fans on their page, but in practically every example shown
above, a representative from Kohl’s (using the Kohl’s profile to post)
is responding to anything negative or positive in a way to show that
there is someone behind the browser showing concern about people’s
feedback. There are examples where Kohl’s has responded even to people’s
post on the Facebook wall about how they scored a deal shopping at the
store or to thank someone for shopping in preparation for their
vacation. It’s customer appreciation and Kohl’s is certainly leveraging
it in their situation. But on the opposite end of the spectrum, they
are also responding to people’s complaints about issues relating to
coupons or store complaints in a way to give customers another excuse to
show why they’re fans – that Kohl’s is a company that cares.
STILL NOT SURE ABOUT USING A FACEBOOK FAN PAGE
If you want to basically place a stick in the ground and let people
know that you’re serious about talking with them in a social network,
then I’d suggest you get a Facebook fan page. Don’t worry if your
numbers don’t happen straight away. But if you’re not sure that Facebook is
right for you, then I leave you with these statistics taken from their website and included in Steven Fisher’s post on Grow Smart Business regarding this very topic:
- More than 400 million active users
- 50% of our active users log on to Facebook in any given day
- More than 35 million users update their status each day
- More than 60 million status updates posted each day
- More than 3 billion photos uploaded to the site each month
- More than 5 billion pieces of content (web links, news tales, blog posts, notes, photo albums, etc.) shared each week
- More than 3.5 million events made each month
- More than 3 million active Pages on Facebook
- More than 1.5 million local businesses have active Pages on Facebook
- More than 20 million people become fans of Pages each day
- Pages have made more than 5.3 billion fans
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FANTASTIC 2 SITES 2 JOIN-
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