5 Ways to Give Your Customer a Voice on Facebook (& Build Brand Loyalty)
Involving your customers in your social media content is paramount to building a relationship with them. When you allow your fans to have an honest dialogue with you, you will build brand trust and a solid relationship. Here are some ways you can build brand loyalty on your Facebook by offering your customer an authentic conversation.
1. Customer Photos & Video
There are a few different ways to implement customer photos. You can either get the customers’ permission to photograph them with your product or you can ask them to submit their own photos. There are also contests involving photo submissions, sometimes you can just ask and people will send in their photos. Always remember to ask for permission if you’re showing a customer’s face and name on your page.
Ex. A simple photo congratulating a family on their new home encourages fans of that page to believe that they, too can find a new home through that Realtor.
Understanding your customers’ needs is essential. Sometimes the easiest way to do this is just to ask a question on Facebook. This also allows the customer to have a real voice on your territory, which helps you build brand trust.
Ex. If you’re a garden center and you ask your fans, “What are you growing in the garden this summer?” you’ll find out which seeds, fertilizers, and equipment your customers will need from you.
You can build brand awareness and gain new fans by involving your current followers in a contest. This invites rewards, such as coupons or gift certificates, for spreading the word about your brand. A particularly effective contest is a “share” contest.
Ex. Offer a reward to a random user selected from the pool of users who “Share” your contest post. Every share is an entry, and at the end of the day (or couple of days) you can pick a random winner. Even if only 5 people with 400 friends each share the post, that’s another 2,000 people who just heard your company’s name. (Note: Be sure your contest follows Facebook’s rules.)
4. Invite Their Opinions
Tell customers you want to hear from them. They’ll have good ideas on what they’re looking for, and you will be able to improve your services or products, build more brand loyalty and increase sales.
Ex. Write a post about how you’d love to hear their recommendations on the Facebook page, or how you want to hear from them in a private messages about something they’d like to see at your store.
5. Offer a Solution
It’s okay to tell the customer that you have what they want. This is an expert-level move, though. You’ll need to pre-empt this offer by going to the customers and asking them what they want. Then, present the solution they were looking for and tell them to take it. It’s okay to give a call-to-action like, “You asked and we delivered! Buy our new yellow cotton paper today.”
Ex. Share a post with a product or service you have that will be an answer to their problem. If you’re a plumbing and heating company, offer them something like a discounted air conditioner tune-up if they call in the next 24 hours and schedule an appointment.
When you focus your content on customers, they will respond. Seek out their voices and let them be heard. They will see you as an open company who willingly accepts their needs and offers a solution. You can be an influencer by focusing on your fans and being available for them. You can build brand awareness and loyalty through daily customer involvement.