It seems obvious when we think about it now - people much prefer to speak with a real person they can identify with rather than an anonymous person. As soon as Jodie started signing off with her name, a couple of our best customers, who incidentally we'd recently added to our VIP club as they'd purchased more than 5 pairs of shoes, started asking Jodie specific questions about certain shoes and leathers on our Facebook page. Jodie promptly answered these on the page which encouraged more customers to ask similar questions. The net result has been a lot more customers conversations, a lot more comments and likes and an increase in sales.
Last Thursday a customer asked Jodie if she could post a picture of someone wearing a particular peep toe we have in our designer, because she wanted to see how it looked on a foot. Customers have been making requests like these ever since Jodie started signing off with her name, and we love that they do it. So Jodie and I went into the office the next morning and photographed Jodie in a pair of wedges that a customer had designed with that peep toe. The feedback was amazing. 67 likes, 21 comments and in the 4 days after the post we sold 13 pairs of wedges and quite a few other shoes with that peep toe design, higher numbers of those shoes than normal.
I love this form of marketing so much:
1. Our customers feel comfortable asking us questions like this because they know that Jodie will respond to them, they've seen Jodie in the videos on our site and they know she's responded to questions before.
2. We then post photos of our shoes to our Facebook page in a genuine, uncontrived way. We're not just posting shoes for the sake of trying to sell them, we're posting them because a customer has asked us too.
3. It shows that Jodie, and our business as a whole respond quickly to customer requests helping to build our brand.
4. This uncontrived form of marketing results in a measurable sales increase.
Here's another example of one of the many great conversations from the page since Jodie started adding in her name:
I'm sure this personal interaction is something that has helped Blair (the 16, now 17 year old video blogger we worked with) build the 500,000+ YouTube subscriber base she has. I love how at the 0:43 second mark of the video she did about us she tells people the reason for the band-aid on her finger, it's personal, genuine and people love it.
In other Facebook page news we've just crossed the 10,000 fan mark on our page so we now get to see impression data for our posts. You can see this information in the first of the screen shots above. Note that the data is incorrect on this post because the feature was only just enabled on our page.
Anyone else have any other tips for adding personality to a Facebook page? Has anyone else come across a Facebook page strategy that's had a real impact on how fans use the page?