5 practical steps to grow your online community

At Yellow Door we always talk about having a holistic marketing approach, and community management is a crucial part of this. My role as a community manager is to interact with clients’ customers on social media platforms – to complement in-store customer service.

In today’s world responses need to be quick and on brand; as incorrect community management practices can be damaging to the brand and mean you could lose out on business.

So here are our five best practice tips for community management:

Understand your audience

Before you dive-in and interact with your customers online, you need to know a few things about them.

  • Who is your current target market?
  • What age group do they fall under?
  • What are their needs? (In term of services and products)
  • How they might interact online?

Understanding your audience will ensure that you address and engage with your online community on a level that they can relate to, and will help you create the right impression of the brand.

First message resolution

Responding to your fans’ messages, comments or reviews is important, and solving their queries or complaints first time round is vital to create a perception that this is a brand they can trust.

  • Ask simple, practical questions when unsure of what the customer wants.
  • Provide links to product pages or more information that will resolve the query.
  • Provide relevant departments’ contact details.
  • If it is a complaint, escalate it to the relevant department (ask the customer to provide their contact details).

Consistent tone

Ask yourself, is the tone I’m using on brand? This will help to build a persona for your brand, and enable fans to relate to it.

  • Create a greeting that isn’t too formal or generic (include emojis)
  • Have a general response sheet handy to save time for FAQs, and personalise each reply slightly

Create a schedule

To get to all the important aspects of community management such as complaints, feedback and managing competitions, set aside a chunk of time each day where you will check these interactions.

Engage

Building an online community and creating brand awareness requires that you engage! When the level of interaction around your brand increases online you will be visible to potential customers. Ensure that you respond to each comment, message or review.

Even if a comment doesn’t require a response, you are still able to interact by liking a positive comment. Customers appreciate feeling important to a business, and they are! So always remember that if you take the time to engage, you will see growth online and in revenue in return.

Q&A with Dean Palmer

Q&A with Dean Palmer

By Dean Palmer

Posted on 28th August 2019

I’m Dean Palmer - my actual name is Dylan but everyone calls me Dean! Originally from Delft I now live in Woodstock in a shared digs. I enjoy reading and keep to myself mostly but I can be an extrovert too, when the situation calls for it. I love Harry Potter, fashion and food - I'm not fussy about what, and I'm also a qualified bookkeeper!

What is your position in the YDC team?

I am a community manager for Yellow Door.

When did you start working at YDC?

Monday 22st July, been here a little while!

What part of your job do you enjoy most?

Finding ways to improve the customer’s experience.

What part of your role do you find the most challenging?

Navigating through the various platforms was a bit of a challenge.

What do you enjoy most about being part of the YDC team?

The relaxed environment 🙂

What do you do when you’re stuck for inspiration?

I listen to music to get me going, I usually listen to pop or R&B. I currently enjoy Sam Smith’s new music.

What is your pre-work routine?

I just show up!

If you could be any superhero, who would you be and why?

Superman! It would be fun having x-ray vision.

What’s your favourite way to spend a weekend?

I enjoy reading a good book, I read anything from philosophy to romance. I’ve read ‘The original sin’ by Marius Gabriels, thrice.

What music do you like to listen to while working?

Anything except country music.

Introvert or extrovert?

Ambivert.

Cats or dogs?

Dogs.

Shoes or barefoot?

Barefoot.

What’s your favourite spot in Gardens?

Yours Truly – I love the vibe and everyone’s always friendly.

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