the business value and the five a+ attributes of an amazing community manager
DESCRIPTION
Learn the business value of investing in your community management. Also see what it takes to be an amazing community manager!TRANSCRIPT
The Business Value and the Five A+ Attributes Of An
Amazing Community Manager
Presented by Dave Kerpen
#likeablehttp://slideshare.net/likeable
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Agenda
• Why Invest In Community Management?
• 10 Ways Community Management Can Add Value To Your Business
• 5 A+ Attributes Of An Amazing Community Manager
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Who is Likeable?
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Why Community Management?
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The Difference It Can Make
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Likeable Social Media
Unlikeable Social Media
One Comment Becomes Two
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Worst Moments Become Public
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Employees Can Air Dirty Laundry
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What Do These Have in Common?
Poor Community Management!
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Top 10 Ways Community Management Can Add Value
To Your Business
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1. Increase Brand Awareness
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Brands Doing It Right
Logitech*
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2. Build Your Brand Voice
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Brands Doing It Right
Gemsaround*
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3. Understand Your Audience
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Brands Doing It Right
Voices Against Brain Cancer*
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4. Acquire New Customers
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Brands Doing It Right
Orabrush
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5. Reward & Retain Customers
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Brands Doing It Right
Sprinkles
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6. Receive Fan Feedback
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Brands Doing It Right
Hpnotiq*
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7. Find Brand Ambassadors
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Brands Doing It Right
Entenmann’s*
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8. Develop Long-Term Relationships
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Brands Doing It Right
Restaurant.com*
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9. Change Customer Perception
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Brands Doing It Right
McDonald’s
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10. Provide Customer Service
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Brands Doing It Right
Zappos
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Recap
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Five A+ Attributes Of An Amazing Community
Manager
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5 A+ Attributes For an Amazing Community Manager
• Analytical
• Aware
• Alert
• Authentic
• Adaptable
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Analytical
• Where does your community live?
• Who is your audience?
• What are your goals and how will you achieve them?
• How can you learn from the community?
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Analytical
• Birchbox on Pinterest
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Analytical
• Birchbox on YouTube
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Analytical
• Birchbox on Twitter
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Aware
• Are you pro-actively joining conversations with your community members?
• Do you have the appropriate resources allocated to deal with priority community engagement?
• Are prepared to service the needs of the community?
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Aware
• Four Seasons Hotels and Resorts
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Aware
• Four Seasons Hotels and Resorts
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Alert
• Are you listening to the community
• Are you responding to their comments?
• Are you actively engaging and reacting to community sentiment?
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Alert
• Toys “R” Us
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Alert
• Toys “R” Us
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Authentic
• Do you have a clear understanding of the brand voice and tone?
• Do you provide relevant content or thought leadership on topics related to your brand?
• Do you authentically build relationships with your customers and community members?
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Authentic
• Boloco Twitter
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Authentic
• Boloco Facebook
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Adaptable
• Are you nimble to react to a changing social landscape?
• Are you flexible enough to grow with the community?
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Adaptable
• Domino’s Pizza YouTube
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Adaptable
• Domino’s Pizza Twitter
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Are you A+?
Analytical Aware Alert Authentic Adaptable
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Need Help?
• For info on social media training for your community manager contact Gaby at [email protected]
• For info about social media execution for your brand contact Carrie at [email protected]
• Email TODAY and get a free copy of Likeable Social Media
Why LCC?
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Logistics
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Contact Us/Thanks!/Grand Prize
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• Email TODAY and get a free copy of Likeable Social Media!
• Carrie Tylawsky - [email protected]
• Gaby Piazza – [email protected]