Community managers have a big role in the world of social media. As a community manager you not only represent your brand, but you also build a social community where a brand and its fans can participate in conversation. The challenging part about community management is engaging fans with a genuine approach. With thousands of brands scattered across social media platforms, it's your job to distinguish yourself from others by being genuine and someone your fans can relate to. To do so, you need to maintain your commitment to your fans with daily involvement. Here are three awesome ways to motivate fans to speak up and keep your audience enthused:
- Be Yourself-Not a Robot.
When you talk people will listen and respond, as long as it's YOU they're talking to. Although your followers may not know you face to face, they can get a sense of who you are by what you say and post. Customers support brands that create relationships with their audiences, and who better to create a relationship than a community manager? You don't always need to promote your brand to get feedback and a positive response from your followers. People know when brands are genuine, and that will help boost further engagement.
- Respond to Messages (Yes Even the Bad Ones).
One of the biggest ways to create brand loyalty is by addressing customers' questions, comments, and concerns. Feedback is a key factor in making improvements, whether it's good or bad. A common mistake brands make is ignoring negative feedback. There will always be customers that are unhappy with a service you've provided or have a complaint about the brand. Instead of neglecting those comments, properly address them ASAP for quality customer service.
BONUS TIP: Be genuine by creating unique responses to each message. No one wants a cookie-cutter answer.
- Be Creative With Content.
Don't be afraid to ask questions, share photos, post articles and more when engaging with your followers. Everyday your content should be refreshing and new. Your content should go beyond brand promotion to create a better relationship with its fans. Chances are your followers will tune in more to what you have to say and enjoy sharing their experiences with you.
Do you think community managers should distinguish themselves from the brand to create a more genuine relationship with its fans? Add your comments below!