Editor's Note: Josh R Jackson is a contributing editor at BestMarketingDegrees.org. To celebrate the launch of our new Facebook Fundamentals Certification, Josh joins us today to discuss how Facebook can help your small business.
In the 10 years since Facebook introduced business pages in 2007, the list of reasons to develop both a business page and Facebook marketing strategy has become long. Lead generation, word-of-mouth advertising, a surplus of marketing metrics, and dozens of different ways to stay in touch with clients and customers are just some of the many features that have transformed The Social Network into one of the most essential marketing tools freely available to a small business.
But why is it so essential? Why is it that we champion Facebook as a be-all, end-all of small business marketing strategy, and why will some people even tell you that a small business today can’t function without a Facebook presence?
While it may be an exaggeration to say a small business can't get by without Facebook, the zealot attitude has a lot to do with the fact that Facebook was the first social media platform to reach one billion users. But likely the biggest reason why marketers support the platform so much is because Facebook has structured itself like a glove around many of the most essential principles of good marketing and promotion. So in this post, we have outlined those essential marketing principles to show you how Facebook operates in a way that is most conducive to executing a small business marketing strategy. Let's get started!
Building Brand Awareness
From the planning phase to the pitch, small business owners know it’s important to come up with ways of showing that their brand satisfies consumer needs. This knowledge stems from an understanding of the essential marketing principle that businesses need to build brand awareness in order for potential customers to know they exist.
But almost every small business owner will tell you that it’s difficult to devise cheap and easy ways to amplify their small voices. This is especially true in today’s environment, where so many consumers have learned how to tune out, change the channel, or click out of big expensive ads, even when they communicate something relevant to the customer's needs.
On the other hand, from its early days Facebook has existed as a platform to help amplify the voices of small businesses when they need to telegraph “Hey! I’m here! I exist! And I can help!” Business Pages allow small business owners to blend with private users, and afford them the ability to build a presence without intruding too far into the private user’s experience. At the same time, Facebook provides small businesses with the tools they need to measure and shape their brand’s personality along the way. Historically speaking, there is no other service that could furnish small businesses with that many tools to build brand awareness for free, and this makes Facebook uniquely suited to executing a small business's marketing strategy.
Providing Customer Service
Small business owners also know how important it is to field customer questions and concerns. This knowledge stems from an understanding of the essential marketing principle that businesses need to provide great customer service, because the quality of customer service experiences shapes how customers perceive the value of a business’s marketing message.
At the same time, small business owners know that delivering quality customer service can be difficult to accomplish when they have a million other things to worry about, including inventory, product volume, overhead costs, or perhaps even a family. This is especially true in an online business setting, where communicating customer care across a screen is difficult, and the threat of bad reviews is powerful.
Since Review and Messenger features debuted for Business Pages, Facebook’s potential to function as a venue to conduct customer service has grown immensely. This means that small businesses can even conduct their customer service operations entirely over Facebook, without a formal website, especially if they posses team members with good online communication skills.
Given those skills, Facebook’s engagement features make it much easier than any other platform to get to know customers on a more human level, provide them with a venue for answering questions and troubleshooting problems, as well as make first contact with other companies. That makes Facebook an excellent customer service platform for making a great first impression.
As many web users’ go-to social media platform, Facebook has become somewhat like Google: it is a trusted resource for information. Many users now trust they will be able to find a business’s hours of operation on Facebook, along with a phone number and basic information about what the business offers.
Today’s small business owners know that businesses who lack this basic information will often be skipped for the businesses who have it. This knowledge stems from an understanding of the essential marketing principle that businesses need to be known as experts in their trade, and that being an expert in the digital age means having an online presence with which to communicate that expertise.
As more businesses move online, the tendency for companies to function both as content publishers and providers of expert advice has intensified. This means that small businesses are often expected to contribute a steady stream of information from both public and private spheres of business. Video features like Facebook Live and Messenger Day have made it possible for small businesses to upload the social web’s most popular form of content (video) with seamless ease, opening the window for small business owners to offer tutorials, give brand advice, and reach people that otherwise might not normally enter their store.
Posting engaging content in such immediate formats allows small businesses to build a reputation as experts to a large audience of people who can interact and provide feedback remotely. Driving engagement like this is not something that was possible for small businesses in either our recent or distant past, making Facebook a strategic driver of innovation for the little guy.
Want to know how to devise a Facebook marketing strategy for small business? Take a class in Facebook Fundamentals today.