If you are new to Facebook or if you are struggling to make sense of the terminologies used within Facebook, here is a glossary that will help you understand the jargon.
One of the main components in a Facebook page is the “Insights” section.
Facebook Insights gives you analytical data on who visits your page and how visible your posts are.
For example, you can see how many views you had on your page; the age of the people who liked your page; where they live (city, country); or even what time during the day they come to visit your business page. All these metrics are called KPIs; Key Performance Indicators.
But very often, business owners don’t even look into Insights because the terms used are often not understood. However, these are extremely valuable when checked regularly – and when they make sense too!
So here is a guide for you to refer to when you want to make sense to some key terms used in Facebook Insights.
Number of people who liked your page. When someone likes your page, Facebook will automatically make them follow your page too.
The number of people who have clicked on the ‘follow’ button on your page. Very rarely, but it can happen that some people just ‘follow’ your page without liking it. Facebook users have the option to follow a page without hitting the like button. These types of followers will still see your posts in their news feed, but they won’t be considered a like on your page. This option was set up for people who didn’t want to befriend someone’s page on Facebook but still wanted to see their posts.
Actions on page:
Number of clicks on your action button on your page or on the contact’s info section on your page.
The number of times people have come to view you page. In other words, how many people have visited your page. They have to click on your page name and see your page to be counted as a view. If they see your latest post in their news feed, it will not be counted as a page view.
The number of people who reacted to your posts, such as like, share, love, comment etc… The more reactions you have on your post, the higher the engagement. Marketers often talk to ‘page engagement’ to refer to how often people react to the content published on the page. If the engagement is low, it means that very often, people don’t like, comment, share, love etc… on the Facebook posts. The engagement is one of the most regarded data that Facebook check for your page.
The number of people who saw any of your page posts in their news feed. If you want to know if your posts was visible on Facebook, check the ‘reach’ number that shows just below the post itself on your business page. If you check this data regularly, you will start to know what post was seen by most people and what post was not visible at all. After a while, you will know what type of content you should focus on sharing in order to have a better reach.
Video minutes viewed:
Total number of minutes your video was watch for. Views and replays that are less than 3 seconds are included. So if someone sees your video in their news feed for less than 3 seconds, it will still be included in the minutes viewed.
Number of times your video was watched for at least 3 seconds. Any view that are are less than 3 seconds are not counted here.
You might be wondering what ‘people’ is about. Well this is where you see how old is your Facebook page audience, where they live and if the split between men and women. You will also see which of them are the most engaged with your posts!
Posts are essentials on Facebook – but do you know when is the best time to post them on your page?
Facebook Insights lets you know what time of the day your audience is the most active. Click on ‘Insights’ and then on ‘Posts’ in the left menu to access this data.
If you have a peak the morning or the evening, you might want to publish your post during those times. This way, you give to your post the best change to be seen by as many people as possible – or should I say your best ‘reach‘ possible for your post!
But be aware that if your page is new (less than 6 months), you might want to wait to get enough data. When building your page audience, the best time to publish can only be accurate when your page is not new.
To find out how Sanzen Digital can inspire you and help your business grow your Facebook page engagement and reach – just drop us a line!
Are you a business looking for the perfect digital agency to show you true customer satisfaction?
Or are you an agency tired of time wasters and are desperately seeking for the perfect client to do some hot business with?
Whatever your needs – don’t feel despair this Valentines. The next time you go hunting for a potential partner, just look out for these signs to spot your perfect match:
♡ – There’s a real energy and drive when you meet, which is infectious and gets you both excited about the project.
♡ – The client knows how to give a good brief. The agency reciprocates by meeting the client’s exact needs.
♡ – You’re both honest about budget and project costs. Because you know it gives the project the best chance to succeed.
♡ – Each of you has an absolute and genuine passion for your business.
♡ – You share the same objective to grow into a successful business by putting customers first.
♡ – You both believe in positive communication; trust; and enjoy working in a collaborative manner.
♡ – You speak the same language and have a mutual appreciation for words such as quality, performance, and engagement.
♡ – You also have a mutual appreciation for acronyms such as CTA, PPC, and SEO… and get a real buzz from ROI!
♡ – You see each other as part of the same team.
♡ – You both work in a professional manner.Period.
♡ – You both expect and want Service Level Agreements; mutually beneficial and transparent contracts; and honouring requests for information when needed.
♡ – There’s a shared belief that proper time and investment in digital marketing will keep the competition at bay and will give your business the best chance to thrive!
And don’t forget, sometimes what you’re looking for is right under your nose. So if you’re feeling the love and think WE can do some great project work together – let’s see if we’re a match? You never know!
Happy Valentines, with ♡
~ Sanzen Digital ~
Did you know it can cost up to 30 times as much to get a new customer relationship going than it does to keeping an existing one?
But like most relationships operating in an age of digital shopping around, and quick comparisons, it’s never been easier for your customers to be tempted to go elsewhere. So how do you ensure customer loyalty?
According to Mike Johnston at the Chartered Institute of Marketing “It pays to stay very close to your customers so you know their exact needs today and tomorrow – your aim is to be irreplaceable as their supplier”.
So here are a few pointers as how to keep your customer relationship alive and your customers loyal to you.
1. Do it as often as you can (to keep your customer relationship in top top shape)
Out of sight can often keep you out of the mind of your customers, so stay in touch regularly. Social media and opt-in emails are perfect platforms to let your customers know what you’re up to. Just make sure you post regularly, encouraging a real two-way dialogue. And be realistic; schedule a frequency which is manageable. It’s a bad customer experience, for example, to subscribe to a newsletter only to receive it sporadically or not at all.
2. Show how attentive you are Post-Sale
Want your new customer relationship to have a chance past first base? Well, don’t just bask in the glory of having made a sale and concluding the Job Done. Showing how attentive you are with great after sales service and support is just as important. In addition to thinking how wonderful a business you are, it will have your new customer wanting to come back for more.
3. Remember special occasions
Don’t forget the important stages in your customer’s relationship with you. This could be timely campaigns around Valentine’s, Christmas, or Summer Break. Note also key customer touch points – from the first contact to the last. For example, sending a welcome email; or a reminder of a subscription which is about to expire; and even a sorry-you-are-leaving-us email. And the more personalised the message, the closer the relationship your customers will feel they are having with you.
4. Be spontaneous and experiment
Mix it up a little and surprise your customers every now and again. For example, have a flash sale or offer something exclusive to existing customers as a thank you for their loyalty. Or just give some useful free information, tips, and advice. Also show your adventurous side. Try out new digital tools and channels to keep your customer interested. Such as putting together a video of your service; a webinar; commissioning a case study that will interest them; or sponsoring an online PR event. sure fire ways to keep that customer relationship going.
5. Have a makeover
It’s easy to get complacent and let some things slide because you’re too busy focussing on other aspects of your business. Sometimes all that is required is a bit of a brand refresh. Perhaps your website content needs updating or could do with a fresh look and feel. Giving your brand a bit of a makeover will do wonders for your business confidence and make your customers sit up and notice you again.
6. Show you value their opinion
Whether it’s talking over the phone; noting comments posted on your Facebook page; or sending a SMS requesting a 1 to 5 rating on your service – ask your customers for feedback. This will not only make your customers feel valued; it will give you an idea of where to make any improvements to your service and what to do more of. And try not to let a disappointment with your service build up to a point of no return; act on any customer grievances or complaints as soon as you can.
7. Say I miss you
Haven’t heard from your customers for a while? Perhaps, they’re not opening up emails or clicking on links anymore. Have a plan in place and get in touch. For example, in your email subject line, say you’ve missed them or haven’t heard from them for a while. Then remind these estranged customers what they loved about you in the first place.
8. Keep your promises
Last but not least, deliver on the promises you make to your customers. For example, honour any guarantees or claims you make, and ensure the quality of your service or products meets their expectations. Stay true to your word and your customers will stay loyal to you.
Got any customer relationship tips of your own? Do share in the comment box below!
When you go to see a doctor, the first question she will ask you is ‘‘How can I help?” A therapist ‘So how have you been since we last talked?’ A coffee shop barista ‘’Would you like chocolate on that Sir?’.
Well, if you ever have the pleasure of meeting a marketer to talk shop about getting more customers; chances are one of the first questions she will ask you is ‘’What exactly is your Unique Selling Point?’’ Or – if it’s been a long day – she’ll cut to the chase and ask – ‘’what is your USP’’?
So this is a heads up – be prepared – will you know the answer?
It isn’t so you get full marks from Ms Professional Marketer. It’s important because she knows helping to identify your Unique Selling Proposition, and ensuring you use it throughout your communications, will enable you to compete effectively.
Because your USP will help you to stand out from the crowd like nothing else. Ergo, it will help you get potential customers to want to buy from you and not your competitors. Not forgetting, your existing customers to come back for more.
So what exactly is a Unique Selling Point or USP?
Quite simply, it’s where you are different to your competition, whether it’s being better, cheaper, or something else entirely.
It’s the stuff you really want to – and ought to – shout about on your website and beyond.
To save you time, let’s first of all eliminate what it isn’t.
It is not a snazzy website , a cool brochure, or even a product with great features or a service offering.
It also isn’t about being different for the sake of being different either. You may be different being the only vendor selling beef meatballs at a vegetarian fair, but is this what the potential buyers would want?
And it certainly isn’t about having to create or offer something new from scratch.
You’ll be glad to know it’s a lot simpler than that.
Your USP is a remarkable benefit which ONLY YOU OFFER to customers.
Here are some examples of USP’s to help inspire:
- Domino Pizza’s has a USP of promising to deliver its Pizza’s within 30 minutes.
- John Lewis’s USP is superior quality of service and products tied in with the promise of ‘Never Knowingly Undersold’.
- A local grocer competing with a large supermarket – can have a USP of free delivery to a customer’s doorstep and or selling fresh local produce only.
How to define your USP.
Still not sure what your USP may be? Here’s a simple technique adapted from the Chartered Institute of Marketing to help identify yours:
1 Look at your most profitable product or service and list all of its features (technical, functional, service, quality, delivery, pricing and so forth).
2 Now ask yourself how each feature benefits your customer.
3 Next, for each benefit give a mark out of 10 for it’s level of importance to a customer.
4 Alongside each benefit, note how it compares to your competition. Whether each benefit is standard (everyone offers it) or different.
5 It’s within the latter category, you’ll find your USP – waiting to be taken full advantage of.
6 And don’t forget, you can repeat this process for each of your products and services. So who knows, you might just end up with more than one!
What to do if you think you don’t have a USP…. yet.
If having done the exercise you’ve found you actually don’t have a USP. Then this is the perfect opportunity to start thinking about where you can develop one to gain advantage over your competitors.
Start by getting feedback from your customers, your sales team (if you have one), and look at your competition. If for example, your customer will benefit from the peace of mind they will get from a lifetime guarantee and your competition don’t offer one, then this is a USP for the taking.
And once you’ve defined your USP, the next step is to make sure it is clearly communicated to your customer. Saving them the time when they are deciding which product or service to go for.
So now you know how defining your USP can help your business stand out from the crowd…
What exactly is your USP?
Answers on a postcard please. Or better still, in the comment box below:)