Despite the arrival of artificial intelligence tools, there is a figure that remains indispensable. He is in charge of maintaining the social relationship of the company or product and is the ambassador of a brand: the Community Manager. We are talking about one of the essential and most mentioned actors in digital marketing.
The first step to position yourself in the digital social community is to be clear about what you want to achieve with the use of these channels, to whom you are going to communicate and in what way. You must plan a strategy that tells us which products or brands will be chosen, how many and which tools.
Every fourth Monday in January, the Community Manager Dayso it is a great time to remember the importance of this key position in your brand building strategy.
What does a Community Manager do?
Strictly creating a blog or a Facebook page is quite simple, if the steps provided for each of the tools are followed, and in a couple of minutes we can be the owners of a “little piece of land in the web universe”.
The figure of the Community Manager is of the utmost importance, first because the task of maintaining the content must fall on someone, but even more important is that said person will be responsible for sustaining, increasing and defending the company’s relations with its clients in cyberspace. .
Because as in any relationship, those supporters of the brand who are attracted by the digital strategy must be constantly attended. It will then be the link that will transmit to the company the concerns and needs of its supporters.
The 5 points that summarize the work of a Community Manager
1. Listen
Use tools like Sprout Social, read blogs, forums, to find out what consumers are saying about the company or brand.
2. Reply
Quickly and appropriately. The company always has something to communicate.
3. Inform
Transmit said information to the corresponding areas within the company: product managerMarketing, Public Relations, Engineering, etc.
4. Connect
Perhaps the most important job is to be a link between clients and the correct interlocutor within the company. If the customer is claiming that the product purchased through remote channels (telephone, internet) did not arrive within the promised time, this is the opportunity for the company to review its logistics processes.
5. Feedback
Each comment, good or bad, is the opportunity for the company to find out what is really happening with its products or brands, to discover where the opportunities lie and even to correct the strategy in order to serve better.