Tuesday Tips: Respond to Messages

Today's tip is a pretty obvious one, but some page admins may forget to do this.

When your customers/fans message you (if you have the option for them to message you available), be sure to respond to them.  This shows you care about your customers and is a great way to offer quality customer service and build relationships outside of normal business hours.  Not to mention it shows that you care about their input which can help build customer bases when they tell their friends about the positive and fast reply they received from you.

Replying to messages isn't just limited to the private message feature.  When a customer posts something to your wall, be sure to address it as well.

Tuesday Tips are a series of tips released on Tuesday each week regarding a hint or tip to help you manage and market your Facebook presence better.  You can find all the Tuesday Tips by clicking on the Tuesday Tips tag below.

Wednesday Words: Engagement

For the first Wednesday Words we're going to talk about a word that will be used a lot in this blog and that is "Engagement."

Engagement, also referred to interchangeably as interactions, refers to how users and your page administrators engage, or interact, with your page.

Engagement plays an important part in how many views a post gets.  As most current page owners know, only a relatively small percentage of your already active userbase see your posts - generally between 10-20%.  What most page admins don't know is that the more "users" who like, share, and comment will raise the number of people who see your posts because the posts are being engaged by users.

Every like is important.  Every share is important.  Every comment by users and by your page admins in response to your users raises the number of people who see your post because they are engaged.

It's why I encourage people who are admins on my page, not only to switch to their account to like a post, but to share it on their personal walls as well, and - perhaps - leave a pertinent comment on the page.

Sharing of posts is probably the most important thing.  The reason for this is more people will see the post on their walls when it is shared than the page - at least initially.

Just remember this: every like, share, and comment is considered users being engaged with your site.  Encourage your admins, your friends and your families to help you increase your reach by regularly liking and sharing posts.  You will see an increase in stats on posts they share compared to posts they don't share.

FYI for my readers - there will not be Wednesday Words for the net two weeks due to the holidays.  I figure people will be spending time with their families on those days and not online reading.

Wednesday Words are a series of definitions released on Wednesday each week regarding a word found specific to Facebook's social media platform, or may be a generic word dealing with social media.  These definitions are to help provide you with a better understanding of common and uncommon terms associated with Facebook and social media.   You can find all the Wednesday Words by clicking on the Wednesday Words tag below.

Tuesday Tips: Respond to and Interact With Your Customers

Many people underestimate the impact of interacting with their customers/fans via Facebook.  You must remember that every like on Facebook is a customer and every customer can lead to a number of other potential customers via likes, shares and comments that their friends receive.  Responding in a positive (even if the commentator is negative or rude) and timely manner can impact your brand.

People who interact with a page like to see their interaction recognized.  As you respond or like their posts, they see that and are encouraged to like more.

Every like, comment and share is important whether you are a new page or an established page with a significant following.  Not to mention, if you respond, Facebook sees it as an interaction and boosts the number of people who normally see the post.

Interacting with customers/fans isn't hard and is as simple as answering questions they post to your wall, responding to comments they leave on posts, liking comments, etc.

Facebook is, for some companies, the front facing communication tool. Be sure to be polite and courteous and not let angry or trolling users aggravate you and make you respond in an undiplomatic way.  Remember, what you post on the internet can last forever - even if you delete it.  One goof up and most will forgive you.  Repeated slips and you will earn a bad reputation.  So the key is to interact in a positive manner and if someone makes you angry, don't reply till you cool off.

Tuesday Tips are a series of tips released on Tuesday each week regarding a hint or tip to help you manage and market your Facebook presence better.  You can find all the Tuesday Tips by clicking on the Tuesday Tips tag below.