Social networking is all about making connections and forming relationships based on commonalities. For businesses trying to improve customer relations, social networking is one way to meet more potential clients. Building a strong customer base is essential for companies to grow and reach new markets, which will most likely return in profits. One form of social networking is Facebook, where making friends is the whole point. Oftentimes, users brag about the amount of friends they have. This easily lends itself to the business world, and encouraging customer contacts.
Customer relationship management (CRM) systems help companies provide better customer service. In short, CRM offers resources and processes to manage and organize customer information in a user-friendly way. The goals usually encompass ways to use customer data for more efficient assistance, and for targeting future markets.
Creating a Facebook profile can offer business a new medium of interacting with customers. Check out these reasons why your company might want to consider signing up.
Friends of Friends
Once you have accepted a friend on Facebook, you then have access to see who their friends are. Friend uses your company page because they need to. Well, the chances that they in turn also know people who would like your goods or services is highly likely. Facebook can introduce you to friends, or customers, that may not even know that they could benefit from doing business with you. Take advantage this marketing opportunity.
Gratuitous
There is no charge for making a profile page. While it is free, profile pages must be linked to persons’ name and not a business. So, make sure that you either incorporate someones name or create a fan page. Either way, this free marketing and customer service can really work for you.
Fan Page
A fan page on Facebook can be an important way a company solicit themselves. Basically, this is useful when trying to build a large fan base. These pages have the potential to offer customers added value, such as,
- Networking with other platforms can drive visitors to your fan page
- Creating resources: Use your fan page as a connection hub, or give important information to consumers
- Contests and Coupons: offering something to your customers entices them to join your page, and once they are a friend, you have created a great opportunity for cross-selling
Groups
Joining a group can give introduce your company to new customers. Within Facebook, there are tons of groups discussing a large variety of topic, some of which, may relate the products and services you offer. Another plus can be to create your own group.
Update Your Status
Most users are updating their status with mundane daily routines. Be innovative and share information with your friends. For example, restaurants can update their status with the daily specials, enticing Facebook friends to come in for themselves to taste the delicious food du jour.
Walls
Profiles have “walls” that allow other users to post comments, or inquires on your wall. This can be a simple way for customers to reach you, without the hassle of automated phone services. Customers don’t want to be put on hold, or talk to people without direct answers. However, a company can look at the comments posted on the wall, and find out the answers from the people who know, and no one needs to be on hold.
Using Facebook to facilitate better customer service is what CRM is all about. This social networking channel can help you stay in touch with customers, and meet new ones. So, when you are asked “Can I be your friend?”, your company should always say “YES”!
