Community Management
Engaging with your social media page’s community is as important as creating the copy and imagery that will appeal to them. In the era of convenience, social media has given users the ability to circumvent robotic calls to customer service, and instead opt to directly ask the business itself on social media.
Even the largest brands aren’t exempt from conversing with their users, especially if they’ve employed a digital marketing agency to serve as a community manager.
The role is to basically serve as the page’s moderator; answering questions, interacting with users, addressing complaints before they get out of hand, and sometimes even deleting or hiding comments that are either abusive to other commenters, spam, or irrelevant to the conversation,
Hiring a community manager is essential to building brand loyalty. Think about it: how much more satisfied would a customer be if all of their questions were answered upfront by a real person? It would obviously impress him or her that the brand hired someone who was attentive enough to not only answer, but to do it quickly.
Something as simple as acknowledging a comment can make a world of difference. Just letting your user know you’re there and part of the conversation can show them that you’re going above and beyond to provide a human touch in a world where transactions and customer service are becoming increasingly faceless.
