Rice University Study: Small Biz Rewarded by Facebook Fans

  |  February 19, 2010   |  Comments

A Houston dessert chain saw clear benefits after engaging customers on Facebook.

Small-business owners who are skeptical about Facebook as a marketing tool might want to check out a forthcoming case study from Rice University's Jones Graduate School of Business. Last year, professors from the school teamed with a local restaurant chain to see whether having a presence on the social network would have any practical impact on business. The results strongly suggest that it did, though only with a select group of people.

The school's partner in the experiment was Dessert Gallery, a bakery and café chain in Houston that had no previous social media presence. Before launching the store's Facebook page, the school surveyed nearly 700 of the chain's regular customers. Those same customers were invited to become fans of Dessert Gallery on Facebook once the page was created. Seventy-five of those respondents accepted.

Dessert Gallery wasn't shy about using its fan page once it was launched. The store updated the page several times a week with everything from pictures of its baked goods to contests to playful promotions.

"The owner's name is Jennifer, so we would give cookies or cakes to anyone named Jennifer," said Utpal Dholakia, associate professor of marketing at Rice University. "Just some ways to engage people."

After three months, the school once again surveyed the respondents. It turned out that Facebook did have an appreciable impact on their behavior. Dessert Gallery's Facebook fans visited the stores 20 percent more often than non-fans and spent 33 percent more overall. They didn't spend more money per visit than non-fans, but they did spend 45 percent more of their dining-out budgets at Dessert Gallery.

The fan page seemed to yield intangible benefits, too. Dessert Gallery fans reported a greater emotional attachment to the brand: 3.4 on a four-point scale, compared with 3.0 for non-fans.

The authors of the study, which inspired an article in the March issue of The Harvard Business Review, called the Facebook page a success, but a qualified one, seemingly better used for niche marketing than trying to reach large, general audiences.

"The fact that only about 5 percent of the firm's 13,000 customers became Facebook fans within three months indicates that Facebook fan pages may work best as niche marketing programs targeted to customers who regularly use Facebook," Dholakia said. "Social-media marketing must be employed judiciously with other types of marketing programs."

ClickZ Live New York Want to learn more? Join us at ClickZ Live New York 2015
[ALERT] Super Saver Rates Expire January 30. With over 15 years of experience delivering industry leading events, ClickZ Live brings together over 50 expert speakers to deliver an action-packed, educationally-focused agenda covering all aspects of digital marketing. Quick! - Register today to secure your place at the best rate.

ABOUT THE AUTHOR

Douglas Quenqua is a journalist based in Brooklyn, NY who writes about culture and technology. His work has appeared in The New York Times, Wired, The New York Observer, and Fortune.

COMMENTSCommenting policy

comments powered by Disqus

ClickZ Today is our #1 newsletter.
Get a daily dose of digital marketing.

COMMENTS

UPCOMING EVENTS

Featured White Papers

Google My Business Listings Demystified

Google My Business Listings Demystified
To help brands control how they appear online, Google has developed a new offering: Google My Business Locations. This whitepaper helps marketers understand how to use this powerful new tool.

5 Ways to Personalize Beyond the Subject Line

5 Ways to Personalize Beyond the Subject Line
82 percent of shoppers say they would buy more items from a brand if the emails they sent were more personalized. This white paper offer five tactics that will personalize your email beyond the subject line and drive real business growth.

WEBINARS

Jobs

    • Sales Planner
      Sales Planner (Verve) - Los AngelesJob Information:   Planners at Verve are responsible for supporting all of the ad sales team’s pre...
    • E-Commerce Marketing Associate
      E-Commerce Marketing Associate (OmniVista Health) - BaltimoreOmniVista Health is looking to add an E-Commerce Marketing Associate to our expanding...
    • Front End Web Developer
      Front End Web Developer (Agora Financial) - BaltimoreAgora Financial, an independent financial publisher, has an immediate opening for a Front-End...