When you hear the term ‘community management’, you probably think of it as a chore that you only get to once in a while, or ask an intern to keep an eye on it when they can. The landscape of community management has changed a lot, and needs to be a part of your marketing strategy. From Discords specifically for brands’ customer service to hosting regular Twitter spaces, there is a lot of scope. But there are five community management tasks that you can’t get away without anymore. Keep reading to find out more.
1. Responding to DMs
This is one of the most important community management tasks. There are two important reasons to pay careful attention to your DMs on a daily basis. The first is that it’s one of the best places to engage with your clients and customers. Many people will choose to send reviews through DMs these days, and you always want to see these to post about them or add them to your website. They will also have plenty of questions and queries, and your answer may be what turns a lead into a customer. Lastly, DMs will be a place of complaints. While everyone dreads these, they are imperative when it comes to improving your offering, and the best opportunity for you to put your best customer-service foot forward.
Another benefit of checking your DMs is that this is the place where potential collaborators, sponsors and influencers will typically reach out. Working with influencers and other brands is almost always worthwhile. You can use this opportunity to increase brand trust and exposure.
2. Reviewing and reacting to comments
When a follower, potential customer or current customer ask you a question in the comments section, you should always answer them, even if they are complaining. This will show them, and other customers that you are responsive and that customer care is important to you. When questions and queries in the comments are negative, it is also a very good thing to show your followers that you value any and all feedback, rather than trying to push things under the rug.
And then there’s the big benefit that more engagement gets more engagement on social media, and you engaging on your own content counts too! Work towards beating that algorithm by replying to comments whenever and wherever you can. If someone comments simply with emojis, be sure to like all their comments.
Finally, checking on your comments daily can be a great networking opportunity. Many businesses use the comments section to begin building rapport with other businesses in their industry, as well as influencers.
3. Resharing tags
It’s literally free marketing! Whenever someone tags you in a post, you need to reshare it to your Stories, Retweets and Nows. If the image or video you were tagged in is great quality, then save it and add it to your social media calendar to live on your feed. User-generated content is extremely powerful. It shows people that buying from you is safe, reliable and of the quality they want. We also know that word-of-mouth is the best way to market a business, and this kind of content is just one of the ways this happens.
4. Social listening
If you haven’t heard of social listening, we have a whole post on it for you to read here. This isn’t one of the community management tasks you need to do every day, making it easier to implement. Spend some time once a week searching for your company name on social media. Many customers may not have tagged you directly, and this is a good way to catch up with them. You can do the same with your signature hashtag, if you have one.
Another interesting aspect of social listening includes checking up on your competitors. Search across social media channels for the generic names of your products. From there, you should be able to see what your competitors are selling, giving you a good idea of where you stand and what you can improve. If the competitors are local, you can look for customer complaints, questions or queries, and DM them to tell them how your offering is not only better, but unique as well.
5. Checking analytics
Here you will gain insights into who you’re advertising to. It’s likely that your audiences will differ slightly from platform to platform, and it’s possible for your physical-store customers to be very different from your online customers. Using analytics, you can find out where your fans live, how old they are, their gender, and more. You can tweak your content and marketing between platforms depending on what audience research reveals.
You can also check the analytics of your marketing posts to see which of your products your clients are engaging with the most on each channel or platform. You can then further tailor your content to focus on selling what your audience likes to see on their feeds.
These elements of community management are those that you can’t really get away without implementing if you want to market your business on social media. Other aspects include community building, actively engaging with followers, networking, advising around engaging content, encouraging followers to promote your product, and moderating. Basically, it’s a big job. If you’d like to find out more about how we can help you with your community management, get in touch with us today.