First you heard that social media was good for customer service. Now there’s someone saying that it isn’t.
So which is it?
I think it depends. There are viable ways to use social media for customer service. However, it won’t work for every company.
If you find that it uses up too many resources or that you can’t respond to customer service queries fast enough, then let your customers know that you can’t take customer service concerns through social media. The big thing is communication. In fact, the best customer service you can deliver through any medium is communication.
Consider limiting your social media customer service actions to specific hours – then post those hours on your website and in your social media bios.
If that won’t work, you can take more drastic measures and remove your Facebook page or Twitter account – but only do that if you need to. After all, you can use those accounts for purposes other than customer service.
If your marketing department and your customer service department don’t communicate well and you are making customers unhappy by not responding fast enough, fix the problem. Maybe you need to encourage more interaction between your departments. Or maybe you need to set up a separate social media account for customer service. Kick around the ideas and see what works for you.
In most cases, I’d say if you wanted to build an off site e-commerce application to replace your onsite store, then you should rethink your strategy. But what if you want to add an off site store – on Facebook, for instance – as an adjunct to your onsite store? Then I’d say more power to you.
Facebook now has applications that allow you to set up your page as an e-commerce storefront. That’s not a bad thing.
Remember what your Facebook page is. Primarily, it’s a branding and marketing tool. If you promote it well on Facebook and it gets a good bit of traffic, why not allow your fans to buy directly from the page? Why send them to your website to look for what they want when you stand a chance of losing them in the process to recidivism? Give them the opportunity to buy right where they are and they are more likely to buy.
In other words, put the end goal closer to your customer.
That’s what the Facebook page as e-commerce store is all about. You can use it as an outpost, a franchise to your main store. And sell more product in the process.
I see a day when serious online merchants will have their main website as well as outposts on Facebook and the other most popular social networks.
As we enter a new year, search marketers will start to make their predictions for the coming year. I always read and pay attention to what the leaders in the industry are saying. One leader I like to keep tabs on is Rand Fishkin of SEOmoz. His predictions for 2013 aren’t really striking (most of them), but I’d like to hone in on three of them for a little bit.
- Google+ – Rand says that Google+ will continue to grow albeit at a slower pace. I think that’s a reasonable prediction. I also believe that some time in the near or mid-term future Google+ will be an essential element of SEO. We’re not there yet, but I believe it’s coming, and a part of that is the steady growth of the service.
- Facebook/Twitter metrics – One of the downsides of marketing on Facebook and Twitter is that neither service offers very robust tracking and metrics tools for marketers. Facebook is further along than Twitter, but their admin portal is still quite slim. If Rand’s prediction on this one comes to fruition, then you can expect Facebook’s and Twitter’s value as marketing tools to increase.
- Co-citations – Another interesting prediction is that anchor text will diminish and co-citations increase. This has already started happening, but Rand is saying that confirmation of it will come in 2013. I suspect that Google’s reliance on the change will also grow. This will be a big deal to search marketers who have traditionally relied on link building techniques for search rankings.
Interesting, there was hardly any mention of mobile search or tablets in Rand’s predictions. Don’t think that these will be off the table in 2013. I still see growth in those areas as well.
Facebook has introduced its answer to Yelp and Foursquare, and in a certain sense Google Places and Bing Local, with a product called Facebook Nearby. This is a feature available to Android and iOS users.
Facebook Nearby looks to be a way for users to see what businesses are in the local vicinity while on the go. Are you looking for a restaurant? Use Facebook Nearby. Need a roadside emergency service? Use Facebook Nearby. How about a party planner? Facebook Nearby.
I haven’t used the service – yet – but it looks useful. Or course, it combines two of the fastest growing segments of online marketing – social and mobile.
Facebook Nearby Is Local Marketing At Its Finest
I like the idea behind Facebook Nearby. You’re already on Facebook every day anyway, socializing friends, hamming it up with fans, etc. So why not give you one more reason to stay there? Facebook Nearby gives you a reason to connect on your smartphone – and stay connected.
Local online marketing is often forgotten outside the realm of SEO, but Facebook Nearby bridges that gap, and it does it in a big way.
According to TechCrunch, Facebook Nearby works like this:
Similar to how it ranks stories in the news feed, Nearby looks at a ton of signals to determine what to show you first, including friends who’ve Liked a business, checked in, left a short text recommendation, or given the Place a star rating.
So what it looks like is, you don’t have to register to be listed in Facebook Nearby, but you do need to have some interaction with your brand. This is just one more reason to have a Facebook page.
If you have a Facebook fan page for your brand, it can show up in the search engine results. But you should optimize it to give it an extra boost. Here are 5 Facebook fan page optimization tips, courtesy of SEOmoz.
- Get a vanity URL – Facebook allows you to get a vanity URL for your fan page after it has received 25 likes. Make sure you use a vanity URL that utilizes your primary keyword or brand name.
- Use a branded title for your page name – When you name your Facebook fan page, give it a name associated with your brand name. If you can’t do that, give it a keyword-based name. This will go a long way to making your fan page better optimized for search traffic.
- Include a phone number and address - This is very important for local businesses. This information will make your business more searchable in Google Local Search.
- Link back to your Facebook fan page – If you own a blog or you have a Google+ account, link to your Facebook fan page. Associating your fan page with your brand in all the places where you are recognized online will help that page to rank better in the search engines.
- Optimize your status updates – When you create a new status update on your Facebook fan page, use keywords. That will optimize the status update as well as the page overall. The first 18 characters of your post serve as your meta description, so be sure to front-load your keywords.
Optimizing your Facebook fan page is just one more thing you can do to boost your brand’s search chutzpah online. Don’t overlook it.
When Google introduced Google Chrome, it was a challenge to Internet Explorer and Mozilla Firefox. And when Google brought us Google+, it was a direct assault upon Facebook’s social media juggernaut. Well, Firefox and Facebook have teamed up to fire back.
With Facebook Messenger for Firefox, Firefox users can chat with their Facebook friends any time and from any page on the Web. That’s a powerful feature. Google can’t top that.
The war has been brewing for well over a year now – since Google+ hit the airwaves. The war is starting to look like the Apple-Microsoft battle that’s been going on for 20+ years now. This time it’s between Google and Facebook, with Firefox serving as a more-than-adept Facebook sidekick.
The problem that Google has in this battle is it doesn’t have a sidekick. Google is the giant that goes it alone. And they seem to like it that way.
It remains to be seen whether Facebook Messenger for Firefox will convert IE users to Firefox or encourage Facebook fanatics to download the application, but if it does catch on, then what’s next? How will Firefox improve the social app? Will users be able to have hangouts akin to Google+ Hangouts within the Firefox browser – right from any page on the web? If so, that will be a major game changer.
The one thing I’m afraid of is that Internet marketing could become a walled city where you are forced to either go with the Google model or the Facebook model. I’d hate to see that kind of cyber segregation. Wouldn’t you?
Online marketing is a multimedia enterprise. Some small businesses do it effectively while others struggle day to day. To truly be effective at marketing online, you’ll need to learn how to use images effectively. Here are 6 ways you can use images for better online marketing.
- Turn them into infographics – Infographics are popular right now, and they’re effective. Use eye-popping images with statistics and a powerful message to highlight key talking points and drive your target market to take action.
- Create shareable memes – On Facebook, Google+ and other social networks, memes get people talking. Your images with just a few choice words can give people something to talk about.
- “Look inside” photos – Show people on your social networks what goes on in your business “behind the scenes.” Take photos of your customers and employees interacting and doing their thing. Then post them on Facebook, Google+, and Pinterest.
- Make them Pintering – Take cool photos and share them on Pinterest. Watch them go viral.
- Add them to your blog posts - Your blog posts will become a hundred times more interesting with images that draw readers in. Pick the right images and you’ll get more readers, more traffic, and more interaction.
- Liven up your Timeline – Your Facebook Timeline is the place people go to see what you’re all about. Make it easy for them. Give them images to look at and they’ll stay longer and interact with you. With the proper Facebook engagement, you’ll be the life of the party.
You make your online marketing better with images in many formats. So why not take advantage of the opportunity?
Last month, Facebook CEO Mark Zuckerberg announced that there are now 1 billion people on Facebook. 1 billion. That’s 1/7th of the world’s population. And it continues to grow.
As more and more people come online, the number of people using Facebook will also grow. There are an estimated 2.5 billion people online around the world right now. So 1/5th of that number are also using Facebook. That’s a big pool of people that could potentially see your Facebook page or interact with you in some way through Facebook.
Is it any wonder then that brand pages are as popular as they are? If you’ve wondered why big brands are taking to Facebook, there’s your clue. There are a lot of potential customers there.
But that’s true for Mom & Pop as much as it is for McDonald’s or any of the world’s largest brand names. Put your business online and give it a Facebook presence. This is the future of marketing.
But it’s not enough to simply add a Facebook page. What you really want to do is market that page, and there’s more to it than simply joining Facebook and building a brand page. Link to your page from your blog or website. Promote your page through other social media outlets. If you do any paid advertising, then drive traffic to your page through Google AdWords or Facebook’s own paid advertising model.
People are looking at brand pages. Don’t let them down.
Last Friday, Facebook announced that you can see the searches you’re making. You can also remove your searches, they say. That’s all nice, but why are they tracking them?
Like everything else Facebook does, this new thing is going to be rolled out “over the next few weeks.” In other words, starting “today” (i.e. last Friday), you can see your searches and delete them, but you won’t be able to do that until Facebook actually allows you to do that by adding the Search option under your Activity Log. That will happen at Facebook’s discretion, of course.
Here’s the question: Why is Facebook even tracking your searches? So far, I have met very few people who think Facebook’s search feature is even that good.
Frank Reed at Marketing Pilgrim thinks it’s because Facebook is planning to create a search engine and allowing its users to view and delete their searches prior to making that announcement would ease the shock to privacy advocates. That’s a reasonable suggestion, but does it hold water?
Since Facebook has commented in the past that a search engine could be in the works, I don’t think he’s too far off the mark. If Facebook had a search engine, would you use it? Would you attempt to optimize your content for Facebook search?
Facebook just keeps getting better and better. One evidence of that is the recent launch of Facebook Stories, as separate website from the most popular social network online.
There are several things that make Facebook Stories an interesting social product:
- It has a highly visually appealing format.
- It’s open to anyone to submit a story that will be reviewed by Facebook Stories’ staff and if your story meets their approval, it will be published.
- Each month, Facebook Stories will feature an infographic that highlights that month’s theme.
- The huge box graphic highlighting The New Yorker in this month’s theme is quite breathtaking and eyecatching.
- You can view Facebook Stories in Map mode, which shows where in the world the stories are coming from.
- There is nothing in Facebook Stories that says it can’t be used for business purposes, which tells me that if you submitted a story that was compelling enough about your business, then they would publish it.
This month’s theme is “Remembering.” On the introduction to Facebook Stories, the opening paragraph reads:
Welcome to Facebook Stories, a new site dedicated to sharing the extraordinary, quirky and thought-provoking stories and ideas from the more than 950 million people around the world who make up Facebook’s community.
So what do you think? Are you going to take Facebook Stories up on its offer? Submit a story about your business and see what happens. This could be a unique opportunity for networking.
If you’ve been measuring your Facebook analytics on a regular basis and observing your data religiously, then you may be disappointed at the recent news that Facebook has updated how it measures Reach through Insights. This recent announcement says Facebook is going to begin measuring Reach by the number of people who scroll down on your page and actually load a news story.
What? You mean that’s not how they’ve been measuring Reach? No, evidently not.
This is rather startling news when you consider that Facebook Insights has been active for a while now. And marketers have been relying on it for information regarding their brand page engagement, but this recent change in addition to the announcement that Facebook is now going to start including mobile views means that your Reach data has likely not been very accurate until now. Essentially, it means that your historical data is completely worthless.
You might see the announcement that mobile views will now be included in your Reach numbers as good news, but my question is, Why wasn’t it included before? Facebook’s announcement doesn’t tell us.
I hope that this data helps you and that you are able to use it to improve your social media marketing. Otherwise, you’ll be operating on inaccurate data.
A post at Constant Contact shares 21 ways non-profits can use Facebook. You can use these same tactics to promote your business. Here are 21 outstanding ways to market your business through Facebook.
- Shoot videos of your employees working.
- Share your company history on your Facebook page.
- Make good use of all of Facebook’s tabs.
- Use as many of the tabs as you can for your business.
- Take a survey.
- Share your customer testimonials.
- Take candid photos of your staff doing what they do and share it on Facebook.
- Get customer approval first, but show them being happy with the results they got.
- Link to press releases and press coverage of your business and its events.
- Link to relevant legislation that affects your business.
- Ask for comments on your page.
- Take pictures of your events and post them on Facebook.
- Post event invitations.
- Educate consumers.
- Share private feedback from customers (but get their permission first).
- Tag your partners and suppliers in posts that are relevant to them.
- Share news of common interest with your fans. It doesn’t even have to be about you.
- Sum up your business’s mission with your cover photo.
- Share awards you win as a company.
- Welcome new customers. However, if customers expect confidentiality, then get their permission first.
- Have a contest or a promotion.
Facebook is an incredible marketing tool. Most businesses aren’t using it to its fullest potential. Are you?
If you want a solid SEO plan for building back links to your website and taking over the SERPs within your niche, here’s a little secret: Try Squidoo, Facebook, and YouTube.
Let’s discuss this one-third of the triad at a time:
Let’s start with YouTube. Set up a YouTube channel using your primary keyword in the channel’s title. Then start producing videos. Make them short videos and give each video a unique title that uses the keyword you want to target in the search engines. Post them as often as you can. Post to YouTube at least once a week. Every day is better.
Build a Squidoo Lens around your keyword. Again, title your Squidoo Lens using the keyword you are targeting. Build great content around that keyword using a variety of modules. Include some of your YouTube videos.
Build a Facebook fan page. Again, make sure your keyword is in the title of your fan page. Post your YouTube videos to your fan page. Link to your Squidoo Lens on your Facebook fan page. And link to your Facebook fan page from your Squidoo Lens. Your triad should be completely linked together.
Your Triad Should Rule
If you do this correctly, you should see yourself rising in the SERPs and taking them over. You can move your website to the top of the SERPs by linking to it from each of your triad accounts. Get aggressive, but be smart.
If you use Facebook to post messages about your business, you might be interested to know that you can schedule them in advance. This is a relatively recent addition to Facebook, so not everyone knows about it. It is particularly useful to businesses, however.
Here’s what you do:
- Login to your Facebook account
- Switch over to using Facebook as your business page
- At the bottom of your Status post you’ll see a small link labeled “Add year.” Click on that.
- Choose the year. If you want to post your message to a specific time in the past, choose a year. Otherwise, choose the current year.
- After you choose the year you want your post to appear, you’ll see another dropdown box for the month. Choose your month.
- Another dropdown box will appear for the day of the month. Choose the date you want your post to be scheduled for.
- You’ll see a dropdown box for the time of the day. Select the time of the day you want your post to appear.
- Create your post and click Schedule
It’s fairly simple, but this Facebook feature allows you to create posts for the future as you get the information. It’s a great time management tool. So, for instance, if you are having a seminar and you’d like to promote your seminar a couple of times a day in advance, then you can create your seminar promotion posts in Facebook all the way up to the day of the event. Then you don’t have to think about it again.
I like this Facebook feature. How about you?
We’ve known for a while now that Bing and Facebook were in good with each. They’ve developed a pretty cozy relationship over the last few years. Last year, Twitter and Google were playing nice until Twitter ended their relationship with Google abruptly. Now I know why.
Bing made them a better offer.
Both Facebook and Twitter have toyed with the idea of developing a competing search engine. But no one has ever developed a search engine that even came close to the powerful Google. Until Bing.
Google has wanted its own social network. Until now all their attempts have been failed attempts. Then someone came up with the idea of Google+. Bingo! Huge sucess. Well, OK, it’s been a success.
Google+ is Google’s search engine plus social networking. Not everyone is buying it, but the people who are buying it are really buying it. On June 1, Bing announced something similar, only they don’t have their own social network so they’ve partnered with Facebook and Twitter.
Along with the new features in its search engine, Bing has redesigned its search results pages. They’ve added a third column.
The cool feature about the new Bing-Facebook relationship is that you can now query the search engine and then tag your Facebook friends on the search to get their feedback and have them answer your question. Beyond that, Bing will also notify you of experts in that area and you can ask the recommended experts. Pretty cool. But let’s take it a step further. If someone does have the answer to your question they can answer you on either Facebook or Bing.
Isn’t that nice?
I haven’t played around with the new Bing much, but this excites me. I think it can be a big boon to businesses trying to market themselves online. Your search engine marketing now has even greater potential.
Did you know you can make your Facebook posts go viral and Facebook will let you know when it happens? That is, if you have a Facebook page.
A Facebook page is one of the best marketing tools you can have for your business. Facebook Insights is a tool that allows you to measure your effectiveness in posting to your Facebook page. You can do it too often and you can do it not often enough. Insights will give you a clear picture of your reach and let you know whether you should scale back or plunge on.
There are 4 key metrics with Facebook Insights.
- Engaged users
- Talking about this
Reach is the number of unique people who have seen a post on your Facebook page. Ideally, you want this number to be high. If you post too often fewer people will pay attention to you. Build up your readership by posting once or twice a week, but no more than once or twice a day.
Engaged users is the number of unique people who clicked on a post. Again, you want it to be high, but people won’t click if you don’t post engaging content.
Talking about this is the metric that measures how many unique people respond to a post. This includes Likes, shares, comments, answers a poll, etc.
And virality is the measure of the number of people who themselves have created a story from your post. It is calculated by dividing the number of people talking about your post by your Reach. Keep your readers engaged and post interesting content that they want to read about and your Facebook posts will go viral.
A new study shows that Facebook would earn 22% of the search market share immediately if it launched a search engine right now, today. This actually brings up two questions for me.
- No. 1, why doesn’t Facebook have an adequate search feature then?
- And, two, what if the search engine just wasn’t any good? Would that share drop off considerably once users decided they didn’t like it?
Of course if Facebook did have its own search engine, that would strain its relationship with Bing. I can’t see that Bing and Facebook would continue to have the relationship they have now if Facebook were to develop its own search engine. So I’m not sure that’s going to happen.
Thirdly, if Facebook had 22% of the market starting out and it did build a search engine that people would use, it would likely siphon off some market from Bing. It could very well end up at the 40% market share neighborhood and leave Bing flailing like Yahoo!
Building a search engine is a difficult thing to master. Certainly, 22% of the share of the search market would put Facebook at No. 2 in the search engine competition. However, creating value in search is not easy to do as both Yahoo! and Bing have discovered.
I’m not saying Facebook shouldn’t build its own search engine. I’m not saying it wouldn’t be good if they did. I am saying that simply building one wouldn’t necessarily mean it would be good.
What do you think? Should Facebook build its own search engine? Would it be worth trying if they did? Would you use it? And one more question: How would that affect search engine optimization practices?
Have you ever wanted the ability to make offers on your Facebook page? To offer discounts, giveaways, contests, and engage your audience in other promotions that lead to your benefit and theirs? Well, now you can. Facebook has announced that Facebook Offers is in limited beta.
What that means is that you can request the ability to make offers on your Facebook page if you request it and Facebook grants it. The best I can tell at this point, Facebook will grant the offer to anyone who asks.
So what can an offer do?
Facebook Offers is a lot like Groupon. You make offers to your Facebook fans that you hope they will take you up on. When they do you get increased exposure for your business, more traffic to your website, and more customers sending you their money. You can reach new people with your offers when your friends and fans share it with their friends and fans.
I think Facebook Offers is a great idea. I’d like a little more clarification on whether or not it is open to anyone who asks. If it is, then this is a grand opportunity for all. If not, then it’s a grand opportunity for a chosen few while the rest of us will have to wait a while. Eventually, Facebook Offers will be open to everyone.
Facebook marketing is getting better. Slowly. But it is getting better and that’s something to brag about.
An SEO company conducted an experiment with a well done control test that sheds some light on the connection between organic search rankings and social media promotion. The conclusion is that Google+ promotion increases search rankings. I think there may be some nuances this test doesn’t touch on, but it looks pretty reasonable to me that they’ve drawn the right conclusion.
I have noticed that Google+ is a good reputation management tool.
If you look at the results of the study, they seem to indicate that acquiring new Google+ followers is the best activity for increasing one’s search engine rankings, but that could be misleading. The results are based on gaining just 100 new followers. Would the results be the same if the number of new followers were 1,000? How about 5,000?
Next in line for increasing search engine rankings is getting +1s. It actually makes sense that getting more +1s would increase search engine rankings. This doesn’t surprise me at all.
That Facebook promotion actually does increase Google rankings does surprise me a little bit. But I’m glad to see that it happens. Facebook has done a lot to make itself a walled garden so a lot of your activity isn’t measured by Google. Evidently, Likes and shares are.
Tweets and retweets can also increase search engine rankings, but only by a smidgen. The only thing that surprises me about this is that the results are much lower than expected. I’d have thought that Twitter promotion would do more to increase search engine rankings.
Finally, simply acquiring new Twitter followers not only doesn’t help, but there was a slight decrease in search engine rankings. That’s another surprise. But this might not have anything to do with Twitter. If no other social media activity took place, then the slight decrease in search engine rankings might have been as a result of that lack of activity.
Given these results, it seems to reason that if you engaged in Google+, Facebook, and Twitter promotions simultaneously, then your search engine rankings should improve relative to the amount of activity engaged by your competition. Nice test. I’m glad someone undertook it.
If you are looking for a way to make yourself more popular on Facebook, some scientists in the Netherlands have the answer. You need sexier friends.
Two scientists conducted a study using 78 people and their conclusion was that if you want to increase your Facebook popularity, then you should have more attractive friends. Is that a useful study?
Social scientists have for years now said that popularity off line in part has something to do with how attractive you are or your friends are, but does that translate online? Maybe it does. But I don’t think a sampling of 78 people in a study is enough to make that statement definitive, do you?
Nevertheless, it’s worth giving it a try. Maybe you can go around looking for attractive Facebook people to add to your friends list. Then what?
These kinds of studies don’t do businesses much good at all. You are looking for customers, people who will interact with your brand and purchase your products or services. That requires a certain level of targeting. If attractive people are your target market, then by all means seek out the most attractive people you can find. But if attractiveness has nothing to do with who is in the market for your goods, then don’t consider it.
Facebook is a place where people go to meet new friends and interact with their current friends. Don’t overcomplicate your social networking. Just do it.