Are you listening to your superfans?

Are you making it easy for your Superfans to help you?

Are you making it easy for your Superfans to help you?

Are you listening to your superfans?

Jon Thomas at SocialMediaToday tackles a topic that I believe is critically important to associations and organizations: superfansl  (Or supermembers for associations.)

These are your passionate brand advocates, the people who spread the word about you, and who invest their own time (and sometimes money) to help you out. These customers have never gotten enough attention, but with social media, they are more important than ever. A few quick thoughts:

  • Do you know who your superfans are? Not just the top 5, but the top 10%? Are they coded in your database?
  • Do you thank them? Special benefits or a freebie now and then can help you build even tighter bonds with these key supporters.
  • Do you encourage them to share their ideas and suggestions with you? Sometimes your customers will spot problems long before you see them. Let them help you.
  • Do you make it easy for them to spread the word about initiatives you want promoted?

No? Why not? These people WANT to help you. Make it easy for them and you’ll reap the rewards. After almost 25 years of promoting associations and conferences, one of the first things we do when developing marketing plans is to identify these superfans. Instead of wasting time selling them on WHY, we enlist their help to tell other people why it’s time for them to get involved, join, or attend an event. It’s a powerful technique and too few groups are using it.

Why you need to look at your Facebook brand page on your phone RIGHT NOW

Facebook rolled out changes to mobile Facebook pages yesterday. The good news? Your page was automatically converted. The bad news? You may not like what you see. (Click through to AllFacebook for a summary and visuals.) Here’s what you need to check RIGHT NOW:

Notice that your icon, name, and description almost completely block your cover photo

Notice that your icon, name, and description almost completely block your cover photo

  • your page icon almost completely covers your cover photo. Make sure your icon communicates your main message
  • phone and address are most prominent. Make sure they are current.
  • The last photo you uploaded comes next, OUT OF CONTEXT. For example, a photo you used to illustrate a post will show up alone without the text. That may be fine, it might not. Check.
  • Tabs do NOT show on mobile devices. Make sure you are not relying on tabs to convey critical info.
  • Be careful with photo sizes. The old standard 402 x 402 still looks best on your desktop page, but, as we’ve said before, Facebook is now saying 552 x 414 is best for the new newsfeed. It looks like that holds for the mobile page too — photos are definitely wider

REMEMBER: Over half of Facebook users access the site from their mobile device and that number is going up. Facebook is going all in on mobile — make sure you’re ready.