An Art Meets Commerce, a New York marketing firm, has struck up a never-ending conversation with fans. The company uses Facebook as a crucial part of its publicity campaigns for theatrical productions. Its Facebook page for the show "Rock of Ages," for example, has more than 13,000 fans.
Staff members constantly update the page with new photos, videos and quotes from the cast. They've also learned what not to do: Once they posted a video of Paris Hilton plugging the show and got negative feedback from fans who professed to be sick of her.
But it's not just about marketing — or, at least, it's not just about selling. "You end up moving away from being an Internet marketer and go into almost customer service," said Jim Glaub, creative director at the agency. "A lot of times people use Facebook to ask questions: What's the student rush? How long is the show? Where's parking? You have to answer." Some basic rules: Buy-buy-buy messages won't fly. The best practitioners make Facebook less about selling and more about interacting. Engage with fans and critics. Listen to what people are saying, good and bad. You may even pick up ideas for how to improve your business. Keep content fresh. Use status updates and newsfeeds to tell fans about specials, events, contests or anything of interest.
These interactions can take a vast amount of time — the "Rock of Ages" page has 300 to 600 interactions every week — but they can also provide a big payoff. Facebook is one of the show's top sources of new ticket sales.
Last year, Art Meets Commerce introduced a Facebook ad campaign to promote an Off Broadway run of the musical "Fela!" The campaign aimed at Facebook users with interests like theatrical shows or Afro beat. According to the company, it generated 18 million impressions, more than 5,700 clicks and $40,000 in ticket sales — all for $4,400 spent on advertising.
"We can advertise all day, but if we don't give them what they want they will not be a fan anymore," said Mark Seeley, a marketing associate at Art Meets Commerce. "Even though we represent the shows as marketers, we don't want to constantly tell people to buy tickets. You talk to them like you talk to your friends on Facebook." Some guys use Facebook to find single women. Chris Meyer used it to find women who are already engaged.
Meyer, a wedding photographer in Woodbury, Minn., had had little luck with traditional advertising. A full-page ad in a bridal magazine generated zero leads and a trade show yielded only four bookings, barely covering the cost of his booth. But Facebook proved adigital bonanza.
Meyer aimed at women ages 22 to 28 who listed their marital status as engaged in the Minneapolis-St. Paul metropolitan area. He estimates that he has spent about $300 on Facebook ads in the last two years and has generated more than $60,000 in business. He says about threequarters of his clients now come to him through Facebook, either from ads or recommendations from friends.
"I'd be out of business if I didn't have Facebook," Meyer said. "Especially with this economy, I need to stretch each marketing dollar as much as I possibly can." Facebook enables small businesses to engage in targeted marketing that they only could have dreamed about a few years ago. Facebook users fill out profiles with information like hometown, employer, religious beliefs, interests, education and favorite books, movies and TV shows — all of which can help advertisers deliver messages to specific demographic slices.
As you create an ad, you can add demographic criteria and keywords and see how many Facebook users fall into your target audience and modify it accordingly to get the most bang for your buck. Advertisers can elect to pay per impression or per click, set maximum budgets and schedule the ad to run on specific dates.
Thus a coffee shop in San Francisco can display advertisements only to local people whose profiles or group affiliations suggest they like coffee. According to Kendall, Facebook's director of monetization, ads can also aim at people based on social exchanges, like a person who sends a message to a friend, "let's get together for coffee" or who posts a status update about just having awakened and needing some java.
"We can help you find customers before they even think about searching for you," Kendall said. "We're very, very well-positioned to generate demand, based on the fact that we know a tremendous amount about a user." The Facebook ad system provides instant feedback with metrics like the number of impressions and clicksthrough. This reporting allows Meyer to improve his advertising; if one ad doesn't generate enough hits within 24 hours, he pulls it and tries something new.