10 Big Ideas
Lynsay CaylorPilot Flying J
#1 Listen
Really listen to what customers are
telling you (and what they aren’t)
#2 Keep it Simple
Contests, giveaways, sweeps – make it
really easy for customers to engage
Go through comments and rate positive
or negative based on your company’s
scale. Track how you’re doing.
#3 Report Back
Just about everyone knows what
Facebook is, even your Executive
Offices. Use that familiarity to get your
message across to this group.
#4 Use FB’s Ubiquity
More employees pay attention than
you’d think. Show them how to speak
with customers, especially difficult ones
who seek out your Facebook page to
complain.
#5 Inspire Employees
From your emails, give
customers a reason to
come to your page
and tell their story.
#6 Connect with Other Communications
• Highlight
• Pin
• Messages
• Cover Photo
#7-10 Love the New Timeline
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