Facebook Commerce… Delivering the Best Customer Experience

T he other day I was reading an article about how “Facebook Commerce offered a better interactivity between an airline and its customers“.

The idea of using Facebook as an E-commerce platform is not new. You may  find Apps (applications) intended to develop a store front right on your Fan page – like Payvment –  among others similar applications. But, when thinking about Facebook Commerce as a way to enrich the customers’ experience to develop loyalty towards your brand, it’s something far more interesting.

Facebook Commerce… Leveraging Facebook’s user presence

Imagine that a Brand awards you for doing some activity from their Facebook business page. This may be booking a discounted flight, ordering a pizza, renting a movie, or buying you home groceries. But, what are the benefits of engaging in this activity from a fan page and not from your regular website? Let me tell you…

• You don’t take people away from their comfort zone. Therefore, investing on Facebook commerce will keep things cool and great for your customers.
• When people perform any activity such as booking a flight, a message can appear on their wall like “I just booked a flight through MyFlight… Awesome”, this gives your Brand a great Social Proof. Your customers promote you by using your brand..
• Another great feature could be that you can run the promotion only on Facebook “…Like our fan page and earn rewards…“, people will connect win your fan page. They will connect with your brand, and will know first-hand of any current promotion you are running. Besides, they will let others know about it too (look at bullet number 2). That’s the power of being viral…
• By promoting this in other places like your store or your website, you will be sending more prospects to your fan page; and because you have some type of Facebook commerce in place, more sales will happen online; and more people will join your program rather than someone else’s.

Facebook Commerce… It’s all about interactivity.

The more engagement you have on your fan page and the better experience there is for your fans, the more results you’ll have.

Remember that when you are at the position where your customers are interacting with your brand in more complex ways, they’ll want to stay informed about everything that’s going on with your products or services and, as a result for that interactivity, the better and more effective Facebook Commerce experience they will have.

Is not just about creating reward programs. You can also ask your audience for ideas for your new product or to improve an existing service.  You can ask them how a new commercial should be like or what colors your product’s packaging should have. The idea that wins on a poll among all your fans can win anything you had offer in return for the feedback given.

This assures you engagement with your fan base, brand awareness, trust, and more. People want to get involved and you should reward them for doing so.

Facebook Commerce… What’s next?

In conclusion, keep the good stuff coming. If people is happy and engaged, keep things going. If they ask questions, answer them all within an hour; and take the time to care about your fan base and to network with them. Remember that Facebook Commerce is about trust & interactivity, so avoid letting down your fans!

Vice-President of Unlimited Concepts / Uconcept.com – He is a Social Media Specialist, as well as a Web Graphic Designer, Online Entrepreneur, Social Media Administrator, and Consultant. Michael has worked throughout the years helping businesses owners and individuals to to put their businesses on the Social Networks in order to gain social proof and to perform effective and practical approach to Social Media Marketing.

“Facebook Commerce… Delivering the Best Customer Experience”