At ShopTab, we’ve worked with thousands of Facebook stores all over the world. They come from different countries, sell different products, and have different goals. We’ve been able to watch small Facebook stores grow into large, extremely active businesses moving hundreds (sometimes thousands) of dollars in revenue a day through their fan pages. There are a few underlying techniques that the most successful pages use to grow their fan base and sell more products on Facebook.
What’s their secret?
The most successful Facebook stores spend time communicating with their customers 1-on-1. They listen, they react, and most importantly – they treat people like people. If you’re a small business looking to grow, reaching out to customers personally can be the magic formula needed to jumpstart your growth on Facebook. Customers that get personal attention are more likely to talk about their experience, and as a result, more likely to talk about your brand.
Bottom line: Customer experience is critical. Sometimes it can take 3 or 4 great experiences before someone you’ve talked to becomes a customer.
Zappos, a company that many use as a model for their own customer experience strategies, has some great information on how you can create personal connections with customers. For example, just taking a tour of Zappos will get you:
– A complimentary bottle of water when you check-in at the front desk / reception
– Popcorn in the lobby
– A free drink or snack as you make a quick stop in the cafeteria (I grabbed a Diet Coke)
– A picture while sitting on the V.I.P throne
– A complimentary copy of Delivering Happiness and the 2010 Culture Book at the end of the Tour
– An e-mail containing a 20% off discount on your next order (thanks Valerie!)
They want every customer to remember their experience and feel like they are getting individual treatment. It’s a great mindset to take, especially when your Facebook store is small.
Here are a few ideas you can implement today to start giving the “personal touch” to your customer experience. As you grow, you’ll have to find ways to scale the personal outreach.
1. Send customers personal “thank you’s” through Facebook messages when they make a purchase
2. Don’t be afraid to pick up the telephone and call someone who is having a problem- it’s a great way to handle difficult customer service issues that can’t be handled well through messages (and it’s a great way to learn about your customer’s “pain points”!)
3. Respond to Facebook posts and comments on your page with the person’s first name (you can tag their name by putting the @ sign before you type it)
4. Take pictures of individual people with your product and post it on your page! It’s a great way to reinforce their purchase decision.
5. Ask for feedback… from everyone! This can be in the form of an email, a message, or even a call. Tell them you want to hear how THEIR experience was and how you can improve it.
If you have more ideas, let us know in the comments or message us on Facebook! You can also give us a call – we’d love to talk to you in person đź™‚