“Your Brand needs to be on Facebook.” It’s the first thing anyone says these days and honestly, it makes me wince. There’s a reason why most brand ‘Fan Pages’ on Facebook are desolate wastelands that do precisely nothing for the brand’s reputation or sales. Starting a Fan Page is easy, getting a few hundred people to join (your friends, their friends, so on and so forth) is also very easy. And then, what? How does that make your brand a Superstar on Facebook? This post is not about being a Facebook party-pooper, it’s about the factors that make certain brands a phenomenal success on Facebook while the majority report no measurable success whatsoever. Social Media Marketing is not very different from conventional marketing, when it comes down to the basics, and it is essential that the fundamentals of the latter are not ignored in an attempt to quickly adopt the former. Let’s go back and take a look at dear old Maslow’s hierarchy of needs.
Maslow’s hierarchy is one of the first theories taught in any marketing course, as a basis of understanding the consumer’s motives behind choosing one brand over another in the market. A brand that fills up any or some of the above-mentioned 5 types of voids (or deficiency needs) in the consumer’s life, better than the competitor, will be the one the consumer chooses. Extending the theory to social media, the first question one needs to ask oneself before creating a Fan Page is what void does the brand fulfill in the target group’s life. The second question, of course, is whether that need is something a consumer would like to have all their Facebook contacts know of. In the context of consumer behaviour, social media is all about the top two deficiency needs- Self actualisation and Esteem. I might love a cheap value-for-money brand, but I really don’t want that to be displayed on my Facebook profile where everyone can see it! I might prefer a no-fuss, reasonably priced Transcend mp3 player but I’m going to be a ‘fan’ of the iPod because it makes me seem discerning, individualistic (ironically) and well-to-do. I may not care much for Body Shop cosmetics but the company has a reputation for being ‘ethical’ and ‘environment-friendly’: it gives me a chance to display my support for these causes. Am I saying that some Brands just can’t be ‘Big’ on Facebook because of the identity they have built? Yes.
However, if coolness-by-association and/or the opportunity to be an activist without having to move from one’s seat, is not what your brand can provide consumers online, can you provide them with information that is unique and can make life easier for them in some way? You could be a bank, an engineering firm or an Equity firm- not very cool- but the information you can provide can make you valuable on Facebook. Like I said, making a Fan Page on Facebook is very easy but the question that will define your brand’s success on Facebook is, “What’s in it for me?”