Connect with customers using Facebook

Facebook can be a great way to connect with your customers, especially if your products or services are geared to consumers. But Facebook can also be useful to B2B marketers. Facebook’s popularity means that many of your customers already use Facebook to keep in touch with friends, participate in groups, and keep up with celebrities and companies. Your company should join in the conversation.

Facebook can be a great way to connect with your customers, especially if your products or services are geared to consumers. But Facebook can also be useful to B2B marketers. Facebook’s popularity means that many of your customers already use Facebook to keep in touch with friends, participate in groups, and keep up with celebrities and companies. Your company should join in the conversation by using the following Facebook features: Personal Timeline,  Groups, and Pages. All three are a great way to keep in close contact with your customers.

A Timeline can contain information all about you, including both personal and professional details. You can include your work history, your education, your interests, and as much personal information as you’d like to include. You can easily add photos and videos to your profile, plus there is an ever-growing collection of applications you can add to your page to share even more about yourself. If you’re going to use Facebook for business, it’s best to keep the information on your profile professional. However, don’t be afraid to show a little personality.

Once you have put your pertinent information on your profile, you can connect with other people, who become your Facebook “friends.” When friends accept your invitation, you can see their Timelines and they can see yours. Your friends can be your personal friends and family, or your peers and customers—if you want to use your Facebook Timeline for business. You can also put your Facebook friends into lists, each with custom settings that determine how much or how little of your Timeline friends on each list can see.

On your Timeline, you can let your friends know what you’re doing in a few different ways. You can update your status at the top of the page with a short phrase, or write something longer on your “wall.” Information that you share on your Facebook “wall” or in the status field is visible to your Facebook “friends” and appears on their walls. Depending on your security settings, this information can be shown to the world, just to your Facebook friends, or a custom set of people. And, your friends can comment on the things you share on your Timeline, letting you interact with others.

Facebook users can also create Facebook Groups to give others a place to start discussions, share information and events, and get answers to their questions. Groups can be centered around a common interest, an industry, a hobby, a travel destination, a school, or almost anything. You should join groups in your industry or groups that might interest your customers. Get involved by commenting on the group’s wall, answering questions, or joining in discussions. You can also create a group of your own if there isn’t already one where your customers hang out.
Facebook Pages are created by businesses, by celebrities, or for products. You should create a Page for your company, completing all the contact information, and be sure to add a link to your website and add photos or videos for your business. You can post information about your company, sales, new products or services, coupons, and more on your wall, plus send messages directly to those who “like” your page. And, those who have “liked” your page can comment back on everything you post, making your company wall another place to connect with customers.

For a quick guide to opening a free account on Facebook, check out Getting Started with Facebook.

For information about other social media sites your company should be using, read Social Media Quickstart Guide — 6 Tools You Need.

9 thoughts on “Connect with customers using Facebook”

  1. We’re a group of volunteers and starting a new scheme in our community. Your web site offered us with valuable information to work on. You’ve performed a formidable job and our whole neighborhood can be thankful to you.

  2. Hi onlinecashdigest — thanks for the comment. If you can get a good custom url (facebook.com/insertkeywordhere) for your fan page, it’s even easier to get that fan page ranking organically with just a bit of linkbuilding — even linkbuilding via articles and press releases. Add in a few high pagerank links and you’ll rank easily, which can add a nice increase to your overall traffic.

    On my actual facebook page, I have 2 affiliate banners (through share a sale) and on my site, I have adsense and affiliate links (girly-drinks.com/store is almost all affiliate links). I also have an email list. I spend some money via Facebook advertising whenever I’m trying to promote a specific product to a specific group, but I’ll direct that traffic to my fan page first so that I can continue marketing to them for a while down the road.

    I have two other fan pages that have great custom urls and are really niche — I actually started off by buying traffic via Facebook and directing them to the fan page, then once I got 25 fans I made the page a custom url. I only submit affiliate links to that page — each update (daily) is a “product of the day” link that goes to an affiliate link. It’s a specific product but there’s lots to choose from for that product. I’ve almost used my Facebook “like page” as an email list for that product. It’s worked well so far.

  3. Hey,Fantastic post, although i’m more intrigued in what will take place out of the google vs facebook social network war. I have not discovered much news on it recently, which most likely indicates that its not that far off, but i’ve a feeling its likely to result in many large changes to social networks. In my opinion, i would rather facebook came out of the war still in the lead for the reason that google’s already big enough, additionally they currently hold excessive data on absolutely everyone. I don’t feel that both have the opportunity to exist though, either google’s social network will control or absolutely fail. What does anybody else feel?

  4. Hi Kirsti, interesting read thanks…
    My thoughts: I feel the important thing to remember when embarking on a social media marketing campaign is to decide beforehand what your measures of success are. Also, ROI in terms of direct sales isn’t necessarily a good benchmark when marketing on social networks. More often you have to make clients understand that it is engagement that matters. Listen to your audience, keep them engaged with quality content or some other form of value and you will turn them into paying customers or indeed retain them as such.

  5. Social media is definitely the new SEO; website design on your pages is still important tho, too. It is vital to ensure that the visitors you drive to your URL via social networking land on a page that is optimized and urges them to make a purchase.

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