The Importance of a Community Manager to a Brand

By Bon Miller

Until recently, marketers overlooked the need for social communities. They didn’t know the importance of tapping into this powerful medium to grow their brand. The landscape is now changing. Leading organisations leverage social communities to build life-long relationships with their customers and prospects.

Online communities are increasingly becoming a crucial tool in a marketer’s toolkit. Those that don’t understand the importance of the platform risk being left behind as others leverage it to grow their businesses.

What is a Community Manager?

Community management is a strategy that enables businesses to manage volatile emotions on online platforms. It also entails creating a platform that makes customers feel loved, understood, and appreciated. Besides, the strategy is a powerful tool that bridges the gap by reassuring and guiding customers.

An excellent online community manager is strong, compassionate, understanding, and doesn’t let the trolls break the door down You can’t downplay the role and importance of a community manager, given that their input goes a long way in helping you get the best results for your brand.

Here are some top reasons to have a community manager for your brand:

A Human Touch to Your Brand

A community manager is the face of your brand, giving your company and business a human aspect. Besides, a community manager is a management tool for customers’ complaints. A manager brings forth a human personality that sticks in the customer’s mind. Presenting a positive personality enables your brand to create and maintain customer loyalty and boost your brand’s trustworthiness.

Crisis communication entails empathising with customers through emotional responses. Doing so makes your customers know you care about their concerns, pain points, and worries. Consequently, customers develop a deeper emotional attachment to your company.

Two-Way Conversation

Your brand image greatly benefits from a two-way conversation with customers. By keeping the channels of communication open for dialogue, you effectively create lifelong clients. The conversation also creates the potential to turn negatives into positives. Sometimes, all it takes is to listen to dissatisfied customers and address their concerns to change their perception of your brand.

Social media is vast and well-endowed, with channels and venues to find conversations about your brand. A community manager has an opportunity to find and control conversations that happen outside your brand’s platforms. The extra effort to find what customers are saying about your brand elsewhere isn’t possible without a manager’s input.

Better Customer Support

Customers want to talk to real humans and not bots. It is especially crucial when they have grievances they want to be addressed. Community managers can create more meaningful interactions due to more comprehensive support. Part of their work is to set aside time to review community posts and address any questions.

They also must have a crisis plan to address negative posts or experiences within the community. Humanness, sensitivity, and uniqueness make for meaningful interactions for better customer support.

Get a Community Manager for Your Business

Investing in an online community is one of the modern ways to grow your brand. With an effective community management strategy, you’ll be in a better position to take your marketing efforts to a higher level. When you take care of your customers by managing your community, they will care for your business by being loyal.

Community management isn’t a one-off task but an ongoing one for the best results. It can take a toll on you, especially because you still have to attend to other aspects of your business. That’s when you should consider getting a professional community manager to do all the hard work for you. That way, you can focus your effort and time on things that to you, such as making more sales.

At Hearts Agency, we create and manage the ins and outs of our clients’ forums, pages, groups, and other social media. We are passionate about healthy and constructive social interactions that drive engagement aligned to your brands; strategic goals. Contact us today to schedule a consultation to keep your online spaces running smoothly.