A few weeks ago, Social Commerce Today published an article about Taco Bell’s struggles to effectively utilize Facebook with their social media tactics to drive traffic to their stores. Their offer for free tacos for 6 million fans only reaped a 3% response rate. So much for the old adage that anything with “FREE” in the offer motivates buyers.
On the other hand, P&G sold 1000 diapers in less than 60 minutes on Facebook. Free vs fee, and fee wins? What gives?
The author hit it on the head when they noted two major obstacles:
1) The Taco Bell offer lacked the offer of convenience. One had to actually get in their car and drive to Taco Bell to get it. Apparently in our increasingly couch potato society this constitutes hardship, and whether you agree with it or not, that’s the reality.
2) There was nothing exclusive about the offer. Taco Bell’s free taco was the same product one could get for 99¢. Not a big price differential especially since one had to print off the coupon to get the free taco. P&G’s diaper offer, on the other hand, was introducing a new product that could not be purchased anywhere else.
Social media is just as much about being exclusive (in terms of info and offers) as it is about being inclusive (dialogue with the public).
The takeaway? To use social media such as Facebook to motivate consumer behavior, make it easy, make it quick and make it exclusive.