Engage with fans on facebook, it's good customer service
If your a business owner with a facebook fanpage here’s a facebook for business tip, don’t forget to engage with those that post comments on your facebook business page, it’s a customer service issue. According to Emil Protalinski in an article from ZDnet.com “Retailers have rushed to establish a presence on Facebook with their own Page, in the hopes of building a larger social following. When it comes to customer service, however, it turns out retailers aren’t treating Facebook users so well. In fact, some retailers are going so far as to regularly deleting questions posted on their Facebook Pages.”
In the article Emil, further reports on a STELLA Service test on how some business reacted to comments to their facebook pages, The results showed how businesses ignored the comments and even worst deleted some. From a customers service perspective this could be harmful to business growth and customer loyalty, hence this facebook for business tip.
Facebook for business tip – customer service includes responding to commenters
“There’s no doubt that retailers are receiving questions from customers on Facebook,” STELLAService Chief Executive Jordy Leiser said in a statement. “The questions we asked as part of this test were often stacked on top of other questions from customers. Someone is going to differentiate by going above and beyond with customer service on Facebook, and they will win sales and loyalty as a result.”read full post here
So whats the issue? Emils conclusion is:
The problem here is that most companies view their Facebook presence as a means for marketing. Facebook users, however, sometimes want to use the social network as an open dialogue between companies and consumers. Companies need to figure out how to do both.read full post here
Yes, I’m guilty of looking at facebook as a marketing tool, however I do also make sure that I respond to comments posted, even if it is only a ‘like’. So remember this facebook for business tip, customer service includes engaging with users of your facebook fanpages. It’s good for business and allows you to connect with your customers in a different way.
A fascinating dilemma. If a larger company wishes to use Facebook to build it’s customer interface – does that mean it will need to hire Facebook specialists to spend the time interacting? If they do – will those individuals know anything about the company – or represent the company? So many companies outsource non-business technical duties to foreign countries – so it is really not representative of that company. And for us in the smaller businesses – spending time in Facebook activities is just another few hours added on to an already full day. But as the article implies – it is a great opportunity to build loyalty. Any ideas how to squeeze a few more hours into a day? 🙂
I could do with a few more hours as well!! How & where to spend your time is a huge small business problem, as owners we often are trying to do too much. We often have no alternative.
Big companies often have in house people to do the online social media marketing. Many of them also ask all employees to be ambassadors of their brand online as well. Zappos has done this really well.
This is a GREAT post. I know I’ve been guilty of not replying to people on Facebook because I looked at it as a “forum” where all of our customers could talk with each other and, on certain topics, I didn’t have anything to add. But when I read your article it got me thinking about it in a completely different way.
Thanks!
Thanks Stacey, just a simple thanks sometimes is acknowledgement enough 🙂
I know many online marketers who will milk customers from their competitors by interacting with them better than the owners of the page. People take notice of those that pay attention to them…the customer always looks at you to see if you care about them first and foremost. So if it is not you but another on your page..in the end you will lose out.
Thanks Rebecca, that’s something to be very aware of.
Another great business tips in your series of posts. Great stuff, thanks!
Thanks Peter
I was surprised to read that some brands are removing questions…that could totally back fire in their face.
Absolutely, It’s very surprising!