Back to Basics: 5 Tips for Becoming a More Effective Community Manager

Your main goal as a community manager is to advocate your brand on social networks, find and engage potential customers in an online community and deepen the customer’s relationship with the brand. As a community manager, it’s important to not only link the customer community to the brand, but also to instill the brand goals and objectives throughout the community. One in every three minutes customers spend on the Internet is spent on social media and messaging accounts, and when customers engage with the brand on social media, they expect a response within four hours even though the average brand response time is 10 hours. Clear, consistent and valuable content to the customer community must also be timely to be meaningful. While some believe that an anonymous response, or one that simply identifies the brand, is good because the customer directly interacts with the brand, an anonymous response doesn’t connect on a human level. A personal response will provide a better customer experience for your online community. #3 – Encourage Conversations There are many types of messages that can be crafted for social media networks, and each network is better suited for certain types of messaging over another. Encourage the online community to engage with itself and the brand by asking specific questions. Make the communication as easy for your leadership team as possible and show them the value of their contributions. Here is a list of a few analytics tools to help you measure success: Google Analytics – lets you measure your advertising ROI and track social networking sites Sprout Social – helps you monitor, measure and engage with your social media management insights to uncover valuable trends in responsiveness and engagement Hootsuite – lets you save time by managing all of your social media marketing efforts from a single dashboard Sprinklr – is a social engagement platform that unites customer-facing teams to create better, personal experiences for your customers Bit.ly – allows you to shorten, share, manage and analyze your favorite links from around the web Buffer – helps you manage your social networks by scheduling Twitter, Facebook and LinkedIn messages Putting it All Together Sure, your day is already packed, and juggling your many tasks isn’t easy.

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Your main goal as a community manager is to advocate your brand on social networks, find and engage potential customers in an online community and deepen the customer’s relationship with the brand. Sounds easy, right?

Wrong. Community management is challenging. Customer expectations are becoming increasingly more demanding, and the customer now has more control over brand reputation than ever before. While this is a real challenge, there is also a huge opportunity for brand messaging that delivers clear, consistent and valuable content to the customer community. As a community manager, it’s important to not only link the customer community to the brand, but also to instill the brand goals and objectives throughout the community.

One in every three minutes customers spend on the Internet is spent on social media and messaging accounts, and when customers engage with the brand on social media, they expect a response within four hours even though the average brand response time is 10 hours. Clear, consistent and valuable content to the customer community must also be timely to be meaningful.

Below, you’ll discover 5 tips for effective community management that will help you take advantage of these opportunities:

#1 – Create a Good Customer Experience

We live in a world of content overload where it’s easy for users to get lost in the sea of endless content. This makes it difficult for them to find exactly what they are looking for, when they need it.

To create a good customer experience, provide consistent brand messaging and a similar look and feel so that customers can easily identify your brand’s content and find comfort with the familiarity. With each platform, craft your messaging and the types of content to the audience using that specific platform.

#2 – Engage With Your Community on a Human Level

Anonymity is the enemy. While some believe that an anonymous response, or one that simply identifies the brand, is good because the customer directly interacts with the brand, an anonymous response doesn’t connect on a human level.

Put a name and a face behind the brand’s responses to the customer, humanize the message…

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