Social Media: Leveraging ‘Likes’
The Internet is often the first place people go to leave reviews about their customer experiences. If you know your business could benefit from public reviews, you should strategize how to incorporate social media. Why? Because social networking is becoming integrated into almost every aspect of email, websites and more.
If people are talking about products and services, Facebook is one of the best places to start facilitating and encouraging those discussions. With 600 million active users, Facebook has become the heart of social media marketing for a number of businesses. The social networking site has taken steps to encourage conversations between businesses and customers by adding a number of interactive features to Facebook Pages, the public profile for businesses.
Places, Oh My!
Facebook has made a number of features that marketers use to leverage their customers' reviews:
• Facebook Questions. This is one of the most recent updates, designed to help users find answers to questions they may have. The reason using Facebook Questions is so beneficial to marketers is when more people answer the question, it will appear in more news feeds. For example, when you ask a question and your Facebook fans answer it, their friends can see and answer the question, too.
Facebook Questions allows marketers to create an open-ended question or a poll for their Facebook networks to answer directly from their news feeds. This gives marketers the ability to gain instant feedback on particular concerns they may have.
One example of using an open-ended question to leverage reviews on Facebook would be asking your audience what services they like most and why. This sets up your audience to think about the positive experiences they've had with your business and what they've enjoyed most about it. It also gives them an accessible outlet to quickly share a compliment about your business.