SlideShare a Scribd company logo
@shellyfagin@shellyfagin
Building a New Community
Around your Brand
@shellyfagin@shellyfagin
Why Start a FB Group?
Groups have more organic "reach"
than Pages
@shellyfagin
Community Name: SEMrush All-Stars
@shellyfagin
Group Strategy
Pre-planning your overall strategy
• Determine the core focus of your group
• What will make your group unique?
• Who will manage it?
• What Metrics will Determine Success?
@shellyfagin
Group Strategy
Pre-planning your overall strategy
• Share New Features & Tools
• Use Members as Beta Testers
• Get Feedback & New Ideas
• Provide Customer Support
• Place to ask SEO & PPC Questions
@shellyfagin@shellyfagin
Community Management
@shellyfagin
Group will be actively performing during 3 years. Afterwards the engagement may die down
Group Life cycle: Audience numbers
Up to 500
members
3000
members
10,000
members
17,000
members
20,000+ members.
Engagement dies out, we
need to form smaller
communities or move to
new platform (Telegram,
most likely)
@shellyfagin@shellyfagin
Build Exclusivity
• Go Niche, Target a Specific Demographic
• Provide Value
• Provide Amazing Customer Support
@shellyfagin@shellyfagin
Group Options
• Public– anyone can view and join
• Private – Must request access to join
• Secret – Hidden group, by Invite only
@shellyfagin@shellyfagin
SetupRecommendations
• Choose Private
• Use SignupQuestions
• Utilize Questionsto Capture Email
@shellyfagin@shellyfagin
SetupRecommendations
Have a process in place to capture the emails given to you
from the 3 questions.
@shellyfagin@shellyfagin
Goodbyedata!
@shellyfagin
Growing your Group
Email invites to your current customers/fans
RunPaid Facebook Ads to your New Group
@shellyfagin
Establish Rules
Prepare a set or rulesfor group participation
and enforcethem
@shellyfagin
Establish Rules
@shellyfagin
Moderating Group
Member Reported Content
Flagged by Facebook
Mute Members or Remove fromGroup
@shellyfagin@shellyfagin
Engaging the Audience
@shellyfagin
Engaging the Audience
Test DifferentTypes of Content
Test Best Days & Times to Post
@shellyfagin
Engaging the Audience
Ask Questions
Educational Posts
@shellyfagin
Engaging the Audience
Be Mindfulof Post Frequency
Members Can Mute the Group
@shellyfagin
Facebook Live
• Live Videos are watched 8X longer
• Users Comment10X More
• 80% of people would rather watch a live video over reading
a blogpost
@shellyfagin
Facebook Live
• Behind-the-scenesmomentsat events
• LiveQ&A – AMA Sessions
• How-to Videos
• Partner with Influencers
• DailyVlog – Day in the Lifeof our Brand
@shellyfagin
Facebook Live
@shellyfagin
Facebook Watch Party
@shellyfagin
Facebook Group Insights
@shellyfagin
Grytics – 3rd Party Analysis Tool
@shellyfagin
Grytics – 3rd Party Analysis Tool
@shellyfagin
Grytics – 3rd Party Analysis Tool
@shellyfagin
Grytics – 3rd Party Analysis Tool
@shellyfagin
Grytics – 3rd Party Analysis Tool
@shellyfagin@shellyfagin
The InstantPot Story
@shellyfagin
Instant Pot Story
• Revamped older technology for today
• In 2010, sent Units to 200 Food Bloggers
• 2015 Started a Facebook Group
• In 3 yrs, Group has grown to 1.4 Million+
• Hundreds of Niche Spin off Groups
• Become a Top Selling Amazon Product
@shellyfagin@shellyfagin
Shelly Fagin

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Building a Community Around your Brand with Facebook Groups

Editor's Notes

  1. Why invest in a Facebook group over just growing your Facebook Business Page? The organic reach of your business pages is so minor unless you pay to play. Followers of your brand rarely get shown your posts and people will be more hesitant to post and comment on a public business page that their friends may see. Groups have more organic "reach" than Pages Groups, on the other hand, can be completely private which in most cases, will lead your members to share more freely. When admin post in their groups, not only do these posts tend to show high in your customers feeds but a lot of time they receive an alert/notification of the posting in the group. The more active a person is in a certain group, the more prominently it will show up in their feed and shows notifications.
  2. What will your group be about? People join groups because they want to learn something or network, not to be sold to. Why will people want to join your group? What is your groups unique service proposition? Who is the Best Voice for your Community? How will you Determine the groups success? What is your main goals? SEMrush was looking to increase the amount of time a person or company stays a subscriber and increase tool usage by educating our subscribers.
  3. Find a manager who will act as your mascot and is truly one of your biggest fans. (Herky the University of Iowa Mascot) Depending upon the size of your company, you may be your own community manager or you may hire one specifically for this role. It is important that this person understand how to talk to your audience with compassion and empathy, have good judgement, be a great communicator, be level-headed and can handle potential customer issues or complaints in a respectful manor. If you are an international company with the potential to have postings potentially 24/7, you may need multiple admins to cover different time zones.
  4. Everyone likes to feel special and included. 2. If your primary motive of your group is to sell, it will fail. Your engagement will be low and people will leave. Instead use your group to prove your authority in your niche. Provide long-term value, provide a place that people feel comfortable asking any question. Let people talk about their struggles and provide encouragement. 3. A group is a fantastic place to deal with customer support. People immediately feel heard and acknowledged. Once you have built a niche community, you will have your loyal group members that will help answer customer support questions for you and provide a new prospective on issues. This is invaluable and it will likely lessen the amount of customer support questions and support tickets submitted to your website, saving you more money.
  5. If you go completely public, you will get more members, but likely a lot of spammers and trolls. Private group is still fairly public in a way - people can see the group and find it on search and who is in the group, but they can’t see any of the posts within the group. Secret is hidden and is invite only. No one can see that your in this group outside of the group.
  6. Facebook gives you up to 3 questions you can ask a user when they ask to join your group. You can only utilize questions for Private Groups. Secret and public groups can not.
  7. We use a simple spreadsheet to track our group members
  8. After you’ve hit approve for a new member request, all answers to your three questions will be lost.
  9. If you have a large customer or email database, I highly recommend inviting in small batches. Out of every 100 invites we send, approximately 20-30% come and join the group fairly fast. It can be overwhelming when 2-300 people request to join at ones. If you don’t have a large list, try running paid Facebook ads to your target audience to get initial group members. This will help get the ball rolling.
  10. Mention that unless post is extremely offensive, we don’t immediately remove people from group. We will instead reach out directly after deleting their post and explain why we removed it and ask that they remember our group rules before posting in the future. Facebook also gives you the opportunity to block future commenting on specific posts if they end up getting too heated for your comfort.
  11. Your group won’t thrive if you are constantly selling to them. Focus on helping. That is why people joining Facebook groups.
  12. Go with your instincts. Early on, we wanted to foster conversation. The goal is to get to the point that members are conversating amongst one another freely. Utilize Post scheduling but be careful not to take away from conversations that may be happening organically in the group.
  13. Be mindful of how often you post in the group. Constant group notifications can become disruptive and the more you post, the less they will notice the more important content you share. Members have the option to Mute the Group or even leave at any time. If this happens, you’ve lost them. They will never see your posts.
  14. Get creative with your live streams. We have plans to have a Pizza Party next month. SEMrush will be sending pizza to approx.10 of our lucky group members. We will be live streaming a live chat with an open discussion on a topic we have yet to determine.
  15. Host a watch party!
  16. See members ranked by most comments, top reactors, top engaged, top publishers and top influencers.
  17. See members ranked by most comments, top reactors, top engaged, top publishers and top influencers. Due to the changes of the Facebook Graph API, all statistics and information (name, photo and link) related to members have been disabled for the time being. All data updates starting the 5th of April 2018 will not include this kind of information.
  18. The Instant Pot story is a fabulous example of how one brand started by a dad who recently lost his job, built a product and built a cult-like following through grass roots, word-of-mouth marketing.