Take Care of Your Online Community

You know who your ideal clients are, you have mapped out the customer journey, you even have paid ads running, but you are still not seeing the sales hit that magic number.


Could it be that you are not nurturing those clients the right way?


Today we talk about how to plan out your Community Management Strategy and share the best practices to really see growth and sales in your business!


Want to watch the video where I explain this? Click here


But what exactly is Community Management?


Community management, at its core, is about relationships and how your brand and business seizes opportunities to interact with your community in public online spaces.



“Community” might suggest a single location. But, in reality, your community is spread out all over the internet: Facebook, Twitter, Snapchat, YouTube, Instagram, Pinterest, LinkedIn, Google+, Reddit, forums and even the comment sections of articles.



Community Management brings your brand to life online — like it's a real person with a real personality behind real interactions.



Let me share some key ways in which you can map out a Community Management Strategy:


Monitoring:

Listening in on and tracking conversations that relate to your brand.

This is in the comments section of your pages, on community pages, or just some of your customer’s profiles. There isn’t a quick fix for this one. Time, effort and care is needed because your community will know if you do it just for the sake of doing it.



Engaging:

Keeping conversations alive and proactively engaging with customers, prospects, and influencers.

Ask questions, ask for feedback, create fun interactions with opportunities for UGC (user or customer-generated content) where they can share good things about the brand. Surprise and delight your customers with unexpected but great things/ rewards/ prizes/ amazing content. It will drive the conversation so much more.



Moderating:

Weeding out comments and conversations that don’t add value and troubleshooting customer complaints.

There will be negative feedback sometimes and how you deal with that is even more important than all the good things you do.


Try to take it offline as quickly as possible and if there is a happy conclusion, kindly ask the customer to update their post with their positive experience of their concern being handled.



Measuring:

Analysing how your brand is perceived and getting real, unfiltered feedback.

You will have to be in groups, on community platforms and on your own social platforms, actively engage in conversations.


You can also run surveys and polls on the social pages or through other platforms such as Typeform or Google forms for valuable insight and data.


If you do these things right and nurture your clients well, you will build your earned media.


That is the most valuable advertising you can ever get. It is real and authentic! Your customers become your brand’s best form of growth.


Community management presents your brand to the world as a likeable, knowledgeable personality that others can't help but want to engage with and it surfaces opportunities to fuel positive discussions about and around your products.



If you want us to help you take care of your online community, head on over to the Work with Us section to set up a discovery call with us.


We care about your business, and we know we can find the right solutions to see that business grow and succeed.


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