Ensure your profile photo/logo identifies your business and is also recognizable to the viewers.
It’s is important that your profile picture/logo represents your business in a positive view and can be recognized by customers.
An example of good profile photo/logo that identifies the business is Mary Anne’s Tea Rooms. Their image is recognizable by many consumers and also identifies the business well. It is important the image includes the name of the company/organisation and is seen clearly. The full image should also be seen so viewers can identify and see the full brand image.
An example of one brand that have a poor picture to represent their business is Kakes by Karen. Even though you can see the brand name clearly there is part of the image not showing in the profile picture. All information in the picture should be shown and viewed in the profile picture space given.
2. Easy accessible contact information
It’s important that your profile contact information is right and active so your customers can easily access your contact information and contact your business/organisation if necessary. Customers also look for location and opening hours on Facebook, it is important to display all information to satisfy customers. For example, Harvey Norman offer a “Live Chat” to their customers, this allows customers to get and instant and efficient answer within minutes instead of waiting for a reply from an email or phone call. The live chat is also free which encourages customers to use it if they have a query or problem.
3. Keep Facebook Page Up to Date and Post Regularly
Posting regularly and updating latest information about your business will attract new customers to your page and also keep customers interested in the business. Many businesses would post information such as new products, to inform customers what products they stock and also post promotional offers and competitions to thank and appreciate their customers and followers of the Facebook page. According to this report from ‘Now Marketing Group’ that the amount of times you post on Facebook depending on your followers, for example 10,000 follower profile should be posting three to five times a day. One company that has not posted regularly is Mars Bar, they have not posted in roughly 8 months which would loose the customers interest in the product.
4. Respond to Customer Reviews/Comments regardless if they are Positive or Negative
In recent years studies have shown that customers trust previous customers reviews, even if they’re strangers posting online reviews. In recent times websites such as Trip Advisor and Facebook allow customers to rate and review their business. Feedback to a business is essential and they say negative feedback are the best reviews a customer could make as the business becomes aware of a problem and sources a solution. When a review/comment is written online it is important that the business must respond, by responding it shows the businesses interest in the customers opinion and views which also helps the business improve.
One business that has failed to respond to customer reviews is The Wilton Bar & Restaurant. They received feedback from a customer on the food they received and wasn’t too impressed by the food or Chefs actions, there has been no response from the business and the post was updated on May 14th, this is a sign of poor customer service.
On the other hand The K Club Hotel has very good customer recognition online. They receive many reviews from their customers and the hotel always respond to their review. This shows the businesses interest and also would like to take problems further by private messaging customers that may not have been happy with the service. This is dealing with the problem privately and professionally which impresses even the customers with the bad experience and reviews.
5. Update local/ upcoming events and become known to other local companies
When setting up a Facebook page it is nice to support local businesses and events in your location. Business owners should like local businesses and share their content to develop a good relationship with neighbors as they may attract customers to your area. Inglot Cosmetics is a company with many upcoming events and have created events on Facebook to let us as customers become aware of their activity. When setting up an event you need to ensure all information is added such as, ticket details, location of event, time, duration and where to access tickets if needed. Having all the information with a click of a button will gain customers attention and lead to a successful event.
For more information on how to improve your Facebook page presence and attract more customers to your page have a look at the following Youtube Video: