Customer Experience

Experience.com (Formerly SocialSurvey) Drives Happy Customers to Facebook Recommendations

Facebook has made consistent changes to support their 2018 announcement which largely affects how audiences consume your online reputation. Here is what Facebook has stated, read on for step by step insights into how Experience.com (Formerly SocialSurvey) is supporting their clients to take advantage of these changes.
“We built Facebook to help people stay connected and bring us closer together with the people that matter to us. That’s why we’ve always put friends and family at the core of the experience. Research shows that strengthening our relationships improves our well-being and happiness.”
… and …
“The first changes you’ll see will be in News Feed, where you can expect to see more from your friends, family and groups.
As we roll this out, you’ll see less public content like posts from businesses, brands, and media. And the public content you see more will be held to the same standard—it should encourage meaningful interactions between people.”

One of the rollouts that occured was to replace Facebook Reviews with Facebook Recommendations.
There are 2 user experiences to consider in this rollout.
1. Your business page experience.
SocialSurvey reviews will still be pushed to your frontline employee’s connected Facebook Page, your location Facebook Page and your brand’s Facebook Page. When future customers land on those pages to research you, it’s important they find those SocialSurvey reviews as they scroll down the page.
Facebook Experience.com (Formerly SocialSurvey)
2. The News Feed of your customers, and those they are connected to.
Facebook Recommendations are shared to the News Feed of those that are recommending—like your happy customers. This is key to the current focus of Facebook’s algorithm, that is designed to show more items from family and friends.
With SocialSurvey, give your customers the ability to recommend your business. Continue to engage with your existing customers, while creating a new channel to market to new customers!
How Experience.com (Formerly SocialSurvey) Helps
SocialSurvey is excited for the ability to drive your “Happy Customers” directly to Facebook. When they leave a recommendation, it will not only show up in their personal News Feed, but also in the Facebook Recommendations tab of your business page—if you have this tab enabled. This process is similar to our process for ‘Google My Business.’
4 Easy Steps to Enable Recommendations on Facebook Pages.

  1. Click settings on top of your Facebook page.
  2. Click Edit Page in the left column.
  3. Scroll down and click Add a Tab.
  4. Click Add Tab next to Recommendations.

Facebook Experience.com (Formerly SocialSurvey)
Experience.com (Formerly SocialSurvey) Facebook Steps
Experience.com (Formerly SocialSurvey) Facebook Settings
(Please note: as your Facebook Business Pages roll over to solely display Facebook Recommendations, it is important to understand that the overall Recommendations score is based upon a measurement of Customer Satisfaction, Facebook Messenger Responsiveness and Overall Page Responsiveness. This is currently in beta, and we will have more insights shortly.)

Once you have enabled Facebook Recommendations, and you are interested in adding the value generated from Facebook reviews and adding this to your account, please contact your Customer Success Manager directly—or go to [email protected] if you’re not a customer and want to find out more.

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