Using Facebook for eComm customer feedback

Quotes

• “We have an outdoor gear company thatwe run and the way we use Facebook is via Facebook groups which is a great way to build a community of your products or items that you have internally or even customers that you have just acquired.” -Kevin“When you’re using Facebook ads, funny enough, you can’t actually run ads directly through a Facebook group URL, you have to make a landing page in between so then get users to come to your Facebook group.” -Kevin“Once you have a customer basic group you can collect their email addresses and even other stuff that you might want and put them in a CRM for example or just a drip campaign.” -Kevin“One thing that we’ve done in our Facebook group for hikers which has 25,000 members right now and really the way that we use it is just collect user-generated content. Like if you have a place for customers uploading their images, for example hikers wears our product, they are wearing it and talking about it, that just fuels your Facebook ad with fresh content.” -Kevin“At the same time, we have team mates do live events in our group because it is the thing that Facebook promotes and everyone is notified. So we will have weekly competitions in our group to win like camping blankets for example, and then we would announceit on Monday and Friday afternoon we would record ourselves doing the live event and we’d say like, ‘Guess a number from 1 to 1,000’ and that’s a great engagement tactic to get people participate in your group and if Facebook picks up on that, it will getboosted in its organic overall group search.” -Kevin“Another way for us here is that we would talk about products that we want to come out with for the next season and here we were able to give mock-ups or drawings and have people vote on it. It’s a great way to see what people are thinking about.” -Kevin“The last way we use Facebook group is to get pre-orders. Of course it’s great if people tell you what they want to buy but it’s great if they actually buy the product and that allowed us to essentially host our own mini Kickstarter without using Kickstarter as a platform because we already have a dedicated fanbase.” -Kevin “What is interesting to me is you can’t use your performance marketing efforts to drive traffic to a Facebook group. You mentioned that just to be able to collect that data using a Facebook group you have to have an interstitial page. I’m assuming that affects your conversion rate.” -Ben “We like using Facebook group because everyone is already in it so it is essentially like a mini-forum. Facebook Group just has more reach than when somebody just likes your page. In our FB group, we have like 1,000 post a month from organic people.” -Kevin“A group is an investment like anything. But once you started growing it it grows naturally. We were spending on traffic until we got to 10K group but then after a certain threshold, we didn’t need to promote it. Our group right now is getting 50 to 60 new members every three days and we don’t even do anymore ads to them. That is where you want to live because that is where true growth happens.” -Kevin