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5 mai 2016

Une page Facebook Pro … pour quoi faire ?

Page Facebook pro

« Pourquoi avoir une page Facebook quand on est une petite entreprise, et pourquoi justement une page PRO ? A part nous prendre du temps qu’on n’a déjà pas, qu’est-ce que ça peut nous apporter ? Et puis quand on est installé dans un coin où tout le monde se connaît, pas besoin de ça pour vendre ! » 

Pour répondre à tes questions, je commencerai par te dire que c’est justement parce que tu es une petite entreprise que tu as tout intérêt à mettre Facebook à ton service, et ça passe par la création et la gestion d’une page PRO. En plus, c’est un des seuls outils de communication qui soit gratuit, donc pas la peine de se priver ! Bon, pour te convaincre, je te donne 10 bonnes raisons d’avoir une page Facebook PRO …

1/ Obéir

Oui je sais, c’est pas mon meilleur argument, mais Facebook ne nous laisse pas le choix : un compte perso, c’est pour une « vraie personne » qui peut créer une page PRO pour son entreprise. L’article 4.4 est clair : « Vous n’utiliserez pas votre profil personnel à des fins commerciales ». Le risque ? Facebook indique qu’en cas de non-respect de ses conditions générales, le compte peut tout simplement être supprimé sans aucun avertissement (avec impossibilité de créer de nouveau un compte). C’est peut-être plus de la théorie que de la pratique, mais si un jour Facebook décide de faire le tri, est-ce que ça vaut le coup de tenter  pour voir si on passe à travers les mailles du filet ? Au contraire, avec une page PRO, on peut faire sa promotion autant qu’on veut …

Exister

2/ Exister

Tu penses que tout le monde te connaît sur ton secteur et donc qu’Internet ne te servira pas à grand chose … Peut-être, mais n’oublie pas que les habitudes changent, même au Fenua : Facebook est une étape obligatoire parce que tes clients et tes concurrents y sont ! Tu ne me crois pas ?

En Polynésie Française, 17% de la population a un compte Facebook, mais par endroit, ça prend encore plus d’ampleur, et ça n’est pas fini : à Uturoa, c’est presque le quart des habitants qui sont inscris sur Facebook, donc si tu enlèves les enfants (normalement, pas de compte avant 18 ans) et les plus de 65 ans qui se connectent moins, tu te rends compte que la plupart de tes clients s’y trouvent ! Et en plus, un utilisateur se connecte en moyenne 1H / jour sur son compte, … et toi tu veux te passer de ce moyen de communiquer avec tes clients ? Tu es peut-être déjà connu, mais aujourd’hui pour exister, il faut être sur le web, et ça commence par une page Facebook pro …

3/ Etre visible

Aujourd’hui, le réflexe quand on cherche une entreprise, c’est Google. L’idéal est donc d’avoir un site internet, mais ça je t’en reparlerai prochainement parce que mon objectif est que même les petites entreprises du Fenua puissent se payer un site de qualité qui leur serve vraiment de vitrine … D’ailleurs ta page Facebook peut inciter à se rendre sur ton site ou à s’inscrire à ta newsletter, ce sera une page de plus pour parler de toi et améliorer ton référencement sur internet …

Mais comme je te l’ai dis, Facebook aussi peut être ta vitrine. Le minimum que tu dois y mettre, ce sont les infos pour te trouver, qui tu es et ce que tu fais… Mais tu peux faire bien plus et mieux, j’ai plein d’idées à te communiquer donc n’hésite pas à t’abonner à ma newsletter pour recevoir mes prochains articles !

4/ EchangerEchanger

Petit rappel : Facebook est un réseau social c’est à dire que son intérêt est d’avoir des membres qui vont réagir, être impliqués, donner leur avis … une entreprise n’y va donc pas avec l’intention première de vendre (même si ça conduit aussi à ça, heureusement !) mais pour créer une relation privilégiée, de proximité. Sinon elle va vite être déçue et penser que ça ne marche pas …

Echanger, ce n’est pas seulement partager des vidéos ou des citations inspirantes… Tes clients sont sur Facebook, ils sont prêts à « aimer » ta page et donc à suivre tes publications. Il faut en profiter pour les informer sur ce que tu fais, pour leur donner des infos exclusives, leur faire profiter de promos dédiées … mais surtout leur parler directement, les inviter à te poser des questions et bien sûr leur répondre ! Tu apprécieras que tes clients s’expriment pour mieux comprendre leur attentes et être mieux à même de les satisfaire…

5/ Fidéliser

C’est difficile de gagner de nouveaux clients alors autant trouver tous les moyens de garder les tiens mais aussi de faire en sorte qu’ils parlent de toi !

Pour les fidéliser, il faut :

  • qu’ils ne t’oublient pas : tu vas poster régulièrement des publications pour te rappeler à leur mémoire
  • leur montrer qu’ils comptent pour toi, ne sont pas que des numéros : tu vas répondre à leurs commentaires avec professionnalisme (que leur avis soit positif ou pas, il y a toujours une leçon à en tirer) et leur montrer que tu en as tenu compte en publiant par exemple une amélioration prévue …
  • leur donner envie de revenir : tu vas leur proposer de temps en temps des promos, qui seront même parfois réservées à ceux qui te suivent sur Facebook

6/ Rassurer

Les histoires racontées sur Facebook semblent toujours plus importantes et véridiques qu’ailleurs. Peut-être parce qu’on peut tout critiquer ou dénoncer … Mais ça veut aussi dire que si tu as au contraire des avis positifs, ils prennent encore plus de valeur ! Les commentaires de tes clients, tes réponses professionnelles et rapides vont rassurer ceux qui lisent tes publications et te permettre de te créer une image d’entreprise sérieuse, dynamique et qui n’a rien à cacher.

Tu vas aussi dévoiler le côté « humain » de ton activité en permettant aux clients de te percevoir en tant que personne et pas seulement en tant qu’entreprise. Tu peux d’ailleurs mettre en avant tes valeurs ou encore parler du quotidien de l’entreprise pour donner une vision différente, paraître sympathique et donner envie de faire appel à tes services…

Séduire7/ Séduire

Tes clients vont « liker » ta page et donc voir tes publications. Ils partageront en un clic celles qu’ils apprécieront, et elles apparaîtront alors sur leur mur, pour être cette fois-ci visibles auprès de leurs amis, qui pourront eux aussi « liker » et partager … Tu te rends compte de la viralité de Facebook ou « effet boule de neige » (si, si, même avec la chaleur de la Polynésie !). Tu pourras atteindre de nombreuses personnes que tu ne connaissais pas forcément. Au passage, c’est aussi pour ça que j’ai créé les groupes « Les entreprises de … vous informent » (un groupe pour chaque secteur géographique) : les habitants ou touristes de ton secteur trouveront rapidement tes publications sans même te connaître, en consultant simplement les infos du groupe qui les concerne. Il te suffit de t’inscrire au groupe de ton choix et de partager avec lui certaines de tes publications…

L’intérêt de tout ça ? Imagine que tu n’ais que 100 fans de ta page. Tu annonces un nouveau produit : même si seulement 3% de tes fans achètent, tu as 3 ventes grâce aux 5 minutes passées à écrire une publication … alors imagine avec 500 fans !

Facebook, si tu l’utilises correctement, est un moyen de recruter de nouveaux clients qui seront convaincus avant même de prendre contact avec toi : le futur client a déjà l’impression de te connaître puisqu’il a lu les commentaires d’autres clients, tes réponses qui le rassurent, tes publications régulières qui te rappellent à son esprit, … tout est déjà en place pour une relation de confiance !

8/ Améliorer

Facebook, c’est aussi un véritable outil marketing, simple et qui ne te coûte pas une fortune …

Par exemple :

  • tu veux lancer un produit et tu aimerais connaître l’avis de tes futurs clients sur le design ou le prix ? Pense à tes fans qui pourront te dire ce qu’ils en pensent … Tu peux d’ailleurs les encourager à partager ta publication pour recueillir aussi l’opinion de leurs amis ! Comment les motiver à te répondre ? Propose-leur une promo de lancement en échange de leur avis et de leur « réservation » en MP (message personnel qui n’apparaît pas au public) : tu as ainsi des infos pour améliorer ton lancement, et par la même occasion tes premiers clients !
  • après ton lancement, tu peux créer un groupe d’utilisateur pour obtenir rapidement des remontées sur ton produit, voir s’il y a des améliorations à apporter …

D’une manière générale, tes clients vont pouvoir donner leur avis et « liker » ce qu’ils apprécient dans ton entreprise (ou pas). Tu as donc un excellent moyen de savoir ce qui leur plaît et d’avoir une communication réactive. Les possibilités de leur poser des questions directement sont quasi-illimitées et en général les gens aiment donner leur avis sur les réseaux sociaux, alors profites-en ! Tu as aussi accès à des outils statistiques sur ta page, mais ça on en reparlera pour savoir comment les utiliser …

Protection de la vie privée9/ Protéger ta vie privée

Comme on l’a dit, tu ne dois pas utiliser ton compte perso pour parler de ton entreprise . Même si les clients aiment bien savoir qui se cache derrière une petite entreprise, ils n’ont pas à tout savoir sur toi (je t’invite à regarder le petit cartoon que j’ai fais à ce sujet). Ta page PRO se crée à partir de ton compte perso mais elle va te permettre de séparer « tes vies » :

  • sur ta page PRO : tout ce qui concerne ton entreprise, tes promos, les actualités de ton secteur d’activité …
  • sur ton compte perso, avant de publier quelque chose, tu choisis de le rendre visible à tous (public) ou seulement à tes amis

Si tu veux en savoir plus, je te prépare la suite de la vidéo et un autre article sur la manière de gérer la confidentialité sur Facebook …

10/…

Le 10ème c’est à toi de le trouver : parce que chaque entreprise est différente, tu peux avoir une raison de créer ta page Facebook PRO qui te correspond à toi, à ton activité, à tes clients, à tes valeurs, à ta personnalité … Une fois que tu auras trouvé cette 10ème bonne raison, n’hésite pas à nous faire profiter de ta réflexion en commentant cet article … Qui sait, tu donneras peut-être des idées à d’autre !

En tout cas, je pense que tu as compris que tu ne peux pas te passer d’une page Facebook PRO. Besoin d’un coup de main pour la réaliser ou mieux l’utiliser ? Tu trouveras des conseils au fur et à mesure des articles de mon blog, donc abonne-toi à la newsletter ! Mais je peux aussi te proposer un accompagnement personnalisé pour mieux maîtriser Facebook et améliorer ta communication. Pour quelques entreprises du Fenua réellement motivées, j’offre cet accompagnement sur 2016. C’est sans engagement, il suffit de me contacter pour en savoir plus et commencer à travailler ensemble … Alors profites-en pour te lancer !

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