Manufacturers of retails goods need to leverage their Facebook presences to manage product recalls more cost effectively.
Some companies like Johnson & Johnson are starting so see the damage product recalls are costing in the modern age of fast information sharing — the company estimates over $900 million in lost sales and related expenditures last year. The brand is just one example are one of many companies that have undergone recalls in the last year and are still working to regain customers’ trust.
Cautionary tale
Kraft experienced a big debacle last year of moldy kids’ juices — and the problem is still continuing — so the creation of a Facebook tab to help manage the issues started out as very proactive. Alas, the tab moved to the very back of the page within days.
Moms were upset and consumers visiting the Facebook page for moldy juice information (many times referred there by a friend) thought the the tab appeared was missing rather than moved. Kraft learned the hard way that moms and other concerned parties wound up going elsewhere for information. They Googled the issue and stumbled across any pages mentioning it — including the brand-damaging image shown to the right.
Then other moms who were upset looked for information on Facebook and found groups like “I wont buy CAPRI sun till it comes in a clear juice package!!” Such groups had only a couple hundred members and no centralized, authoritative source of information, but instead had lots of unverified information further fueling hatred of the company. Perhaps Kraft should have created a page just for recalls or even just the juice recall, and that would have preserved the brand’s integrity on the site.
Three questions
Here are three important questions for product managers to think about amid recalls:
- What does this mean for our search engine optimization?
What about the amplification risk?
What would the newest consumer find about the brand online?
In case the anecdote above hasn’t sold you on why a product recall is best managed on Facebook, below are three reasons.
Facebook is free
Besides a staff or the intelligence behind outbound communications, social media in general is free. Companies have brand pages that were no cost to setup. Tabs are free to setup. Interested consumers generally like products they use. Put together is a stage and microphone, what is your corporation saying? Read 44% of Fortune 50 Brands Show Facebook Icons.
Leverage your fans
If fans and consumers are going to spread seemingly harmful information to keep their friends safe, companies should be the initiator of the dialogue. There could be encouragement to share recall information or even incentives like discounts. Some companies even have Facebook commerce pages for shopping, support for recalls and exchanges could be easily integrated.
Communicate with customers
While silence tends to be seen as the best policy in a real-time updated world, silence immediately is seen as guilt and even worse so, the holding back of information from consumers. Quick updates, even if on Facebook pages is a way to engage and even remind fans as to why they are following you. Even if the news is the most positive to share, consumers would be reminded why they choose to connect themselves with you.
Consumers understand mistakes happen and are happy to get involved. Facebook offers many ways to share information with others and track how conversations travel — that provides one of the best ways to manage a recall.
Ellie Cachette is the Founder of ConsumerBell.
Note the Client companies are based in either the US or Canada and the “percentage of traffic outside key service areas” are based on each client’s target market.
For instance, if a client only services the US only, any traffic outside the US would be traffic outside their service area.
Evaluating Your Own Traffic For Relevance
To use our own web design and Internet marketing business as an example, we service both Canada and the US, but were getting 24% of our traffic from other international countries. Big portions of that traffic were companies looking to sell their services to us.
These international visitors would fill in our web forms and call us to inquire, untimely skewing our website analytics data by not giving us a real understanding of how our website was performing to quality prospects.
A solution had to be implemented to significantly reduce the amount of resources we were dedicating to people outside our service areas.
Ultimately, we didn’t want to be contacted from people we couldn’t help. The four possible solutions we considered were:
- Create a custom report in Google Analytics to filter out the unwanted data (reporting related)
- Adjust the content of our website (website related)
- Block the traffic from specific Countries from viewing our website (server related)
- Don’t change anything.
Option #1
When evaluating the first solution, creating a custom report to filter out this data in Google Analytics, this would clear up our analytics data. Implementing a filter would provide a more realistic picture of quality prospects we could service in our geographic area instead of those prospects or solicitors in other counties we don’t service.
This option didn’t run the risk of blocking any traffic or robots that we do want. It’s also a simple filter to add in Google Analytics. We set up another Profile with the country exclusions filters. A new Profile was the preferred approach, rather than going through the extra steps of creating Custom Reports.
However, setting up analytical filters doesn’t fully resolve the issue, since these visitors could still access our site, fill in web forms, and contact us, ultimately wasting resources that we could dedicate elsewhere.
It wouldn’t give us a true picture of what was going on. It also wouldn’t resolve the problem – we didn’t want to be contacted by companies from some outside countries.
Option #2
Updating the website content to say you only service a specific area is another solution that we considered. This would inject more geo-targeted keywords into your site, which would help in local SEO. Adding a graphical map, drop-down options and/or links that allow the visitor to select their country would help qualify visitors.
Some of the downfalls of this option include spending a much higher amount of time to implement versus the other options. The success of this would also be dependent on how honest the visitor is.
Assuming visitors are reading your website content, adding geo-targeted keywords into your site would set a clearer expectation of service area delivery. However, this option still doesn’t resolve the issue of sharing contact information that allows unsolicited visitors to contact us and invalid web form data.
Option #3
How about blocking or filtering visitors automatically based on their IP address? When considering to block website visitors by IP it’s important to first evaluate the reliability of the IP address(es). The accuracy of an IP list is over 99.5% on a country level and 80% on a city level. The smaller the location, the less reliable the IP address.
Internet Service Providers change IP addresses they designate to customers. Some change them more frequently than others, which is why you want to keep the database of IPs updated. Scheduling a monthly update is typically a good routine if city level IP authentication is required. Country level is much more static.
The benefit of blocking the country via IP address would not only clean up analytical data, but also ensure our sales funnel was more efficient and provide a more accurate picture of real prospects in all systems. We needed to consider other issues in this approach.
One concern was the potential for a search crawler coming from an IP in the location we were planning on blocking. For example, there was a possibility that Google’s search crawler would also be blocked if it came from the same country. The implementation of this option is more technical. One would need to obtain a list of IP addresses for the desired locations and update the websites htaccess file.
In our example, the inquiries from some countries became so frequent that we couldn’t ignore it any longer. After much debate, we decided to ban the countries; however, we would only ban one at a time to evaluate the effects.
For instance, one of the largest traffic sources, accounting for approximately 20% of this, was from India, a market we don’t service. These Indian visitors were companies looking to sell their services to us.
We executed the ban in the polite Canadian way. We also implemented the Google Analytics profile with the country filter to monitor future website statistics versus the past.
Those visitors that came from our blocked list would land on a different page that displayed a nice message. It read: “Thank you for visiting. However, we don’t provide services in your area.”
In sum, the tests have gone over very well. Banning the country from our website has significantly cut down the number of unsolicited calls, emails and web form requests. It also gave us a much more accurate picture of how our website was performing within our own target market and service area.
Considerations For Blocking Traffic By Location
If you’re considering this strategy, some factors to consider when filtering visitors include:
- Why do you want to filter website traffic?
- Which locations would you want to filter?
- How much traffic do you currently get from locations outside your service area?
- How important is this traffic?
- How to funnel visitors outside your service areas?
- The accuracy of the IP addresses locations in mind.
- Effects of non-human visitors.
A few months after we implemented this, we received a direct mail package that contained pens with our logo on them from a company that wished to sell us branded pens.
Guess what it said under our logo? “Thank you for visiting. However, we don’t provide services in your area.” We had a good laugh. Someone obviously didn’t read what they printed. It was evidence that our website block was working and a nice souvenir.
The key takeaway, as always, is monitor your traffic and conversions. Track where your quality traffic is coming from and decide for yourself if you should block the traffic of certain countries. Make sure to proceed with caution to ensure that you are not missing some opportunities.
Think outside of the box for other ideas of how you can use that traffic. Perhaps referring the traffic to a partner or creating a unique service for specific markets is another option to consider.
Opinions expressed in the article are those of the guest author and not necessarily Search Engine Land.
Related Topics: 100% Organic - Search Engine Optimization Tips | SEO: General
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