Facebook groups are a dime a dozen. Everyone is asked to join a group at least once a month, if not more. It can get quite tiring to see the invitations, however, it's worth a look as to WHY the groups are being formed in the first place. Why, when creating a business page is so easy, do groups exist in the first place? Why would any business use them?
The fact is that Facebook is the number one social media network right now. It is the place to be for marketing, and the Facebook team knows it. Among all the options - promoted posts, business pages and special groups - it is the special groups that seem to get the most attention. When a business, non-profit or individual has an agenda to complete, creating a Facebook group is the place to go. When a group is formed, individuals with interest in the subject can join. Anyone not interested can opt out, and will not receive information on the topic at hand. Users can invite friends who might be interested to join the group, as well. So how does this work for business? Groups work best for businesses when they are used for a specific agenda - this translates to promotions. Customers like to feel that they are being let in on a secret. When invited to a special group, a customer feels like the deal is only for them. Creating a feeling of "I'm in on something special" will entice customer loyalty. Loyalty leads to sales, and it also leads to word of mouth advertising. Inviting customers into exclusive Facebook groups gives them a juicy secret, especially when a discount or coupon is offered as part of the package. Customers won't be able to keep it to themselves. Word of mouth tends to spread faster when the customer believes something was obtained simply because he or she is part of an exclusive Facebook page.
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This is the number one rule of customer service right now: The customer remains at the center of the customers' universe.
It is absolutely essential to drive this home to your staff continuously. You need to remind them every single day of this reality, and remind yourself when the day gets rough. It wasn't like this fifteen years ago, when we didn't have the Internet in our hand everywhere we went. It wasn't as easy to pull up the competition on the spot, and there was some give-and-take in the customer relationship. Those days are gone, and if you don't move with the tide, you won't keep up with your competitors. Understand what the number one rule means in layman's terms: it means that your hangover or traffic jam on the way to work doesn't matter to your customer, even when it's the only thing on your mind. Your frustration or misunderstanding of the technology at work doesn't matter to your customer, unless it's directly affecting him. The only thing that matters to the customer is the customer and the people that customer cares about. That doesn't include you very often. Every minute the customer works with you to obtain a product, they are existing in their own reality. This reality is what will matter if there is any misunderstanding between you and the customer. Be careful and provide customers with literature, when possible, to avoid this confusion. Remember, their reality is what matters, and when you are welcome into that reality, you need to push your own aside and exist only in theirs to create not only the sale but a return customer. |
AuthorRebecca has been blogging for ten years. She'd love to help you fill your blog! Archives
August 2019
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