Marketing Guide

How to use Facebook for customer engagement

A lot of businesses using Facebook to connect to customers complain that the platform isn’t suited to get customer engagement. However, improving customer engagement on the platform isn’t rocket since if you know how to use it right. Here are a few tips on how customer engagement on your company’s Facebook page can be improved.

Use Facebook for legitimate customer service

Most brands still haven’t embraced Facebook as a legitimate and genuine customer service avenue. But, given how much time the average consumer spends on Facebook each day, the social media platform can be used to drive customer engagement way up. By just having a customer service employee man the Facebook page through working hours, you can handle complaints, queries and feedback promptly. And for a customer with a complaint or question, nothing feels as good as getting a prompt response. Once your customers learn that your Facebook page can be used to get in touch with the company, customer engagement on your Facebook page would shoot way up.

Make the most of images

They say a picture says a thousand words. Never has that been more true that in the age of social media. Using images on your company’s Facebook page can be a virtual goldmine in terms of customer engagement on the site. You can use a picture of your brand’s most popular image as the page’s profile picture and use a more compelling one for your cover picture. Also, using pictures to communicate genuine messages like offers, discounts, contests etc. can also be more effective than making the same announcements via text updates.

Use Facebook Timeline to tell your brand’s story

As hated as it is, the Timeline feature on Facebook is here to stay. And you can use it to tell customers the story of your company. It can include information and pictures related to when the company was “born” to its first 100 customers, first award or recognition, first big office, etc. this will make the company appear a lot more “real” to the customer. In terms of customer engagement, this feature can be very useful as Facebook users are known for spending lots of time “exploring” the pictures and timelines of Facebook profiles they like. Of course, this also means that you would need to keep your company’s Facebook updated though it would promote customer engagement on the platform highly.

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Dr Prem Jagyasi and Team (C)

Dr Prem is an award winning strategic leader, renowned author, publisher and highly acclaimed global speaker. Aside from publishing a bevy of life improvement guides, Dr Prem runs a network of 50 niche websites that attracts millions of readers across the globe. Thus far, Dr Prem has traveled to more than 40 countries, addressed numerous international conferences and offered his expert training and consultancy services to more than 150 international organizations. He also owns and leads a web services and technology business, supervised and managed by his eminent team. Dr Prem further takes great delight in travel photography.

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