Get Facebook to Facebook with your Customers
There have been a number of great articles about Web 2.0 on the Canadian Marketing Blog. There is no denying the fact that Facebook has taken Canadians by storm when it comes to social networking. We are among the world leaders in Facebook usage.
Wherever people gather (physically or virtually) there are opportunities to listen to your Customers and deliver some value added services.
Wal-Mart and Target have been in the news recently with their foray into Facebook marketing. David Wilson wrote a great summary of his take on the Facebook strategy of the two organizations (and who is winning so far).
I was discussing the Facebook opportunities with someone from another organization and was surprised to hear they had not done anything in that area.
Our own strategy thus far on Facebook is to be personally available to our Customers in the Facebook sites they have created. We have been able to provide some "insider" information that they love, and provided some Customer support wherever needed. The sites have grown and people are constantly discussing anything and everything to do with our organization. We are trying to build trust because we genuinely want to build trust. There are no ulterior motives. We are by no means experts in this area. We are learning by being involved.
If you haven't joined Facebook, you may be surprised what is being said about your organization. These are genuine Customers giving genuine feedback about your products and services. Making yourself available to them in an honest way can only help build the relationship between you and your Customers. How much more loyal would these Customers be if they were the first to hear about a new product or service coming from your organization?
The person I spoke to the other day was surprised when I told him there was a group created that loved the service his organization provided. He was floored when I told him there were already more than 3000 members in the group and growing strong.
