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 and develop a trusting relationship. 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. In every case, it’s important that the customer finds the message to be valuable and relevant to fit their needs.
Create messages that are easy to understand using simple language that encourages further participation through conversation. Avoid jargon and speak to the customer’s needs. Find ways for these conversations to also be between the customers themselves. Encourage the online community to engage with itself and the brand by asking specific questions.
#4 – Conversations Should Include Brand Leadership & Executives
Getting the active participation from brand leadership is hard, but the relationship between the brand and the customer is strengthened through this type of conversation. Go to the full article.
Source:: Toprank Blog