Social media communities are one of the ways to cultivate strong customer relationships, build brand loyalty, and retain more customers in the long term. It’s a place where your customers can interact with your brand and each other. And, as a bonus, your social media community is free word-of-mouth advertising and a source of positive reviews.
But social media communities are hard work and it takes time to build one. Therefore, to help you, we’ve listed some of the best practices for social media community management.
Steps to manage a social media community
Have a plan
If you would like to reach your customers and build a community around your brand, you must be consistent and relevant. And you can only do that if you have a proper social media community strategy or plan in place. Therefore, you must have a detailed content calendar with all your posts, campaigns and contests. Maintaining a healthy online presence is critical to the success of your social media community management.
Work on your communication skills
Managing a social media community is a customer-facing role and many things can go wrong if it is not managed correctly. Having excellent communication skills, being able to keep cool under pressure, and acting professionally is vital because you are representing yourself and your company in a public space.
Know your brand’s personality
People don’t like change, and they really don’t like uncertainty. Therefore, if your brand identity is incoherent and unrecognisable, you are going to frustrate and confuse your social media community. Another advantage of knowing your brand’s personality is that your customers will feel that they are talking to a person, not a robot. This will increase engagement and brand loyalty.