Business men depend on their relationships with their colleagues and with people from all parts of the community to keep their business strong and alive and to keep their costumers happy with what they offer. Online business and brand nowadays need to create their own community, just like those business men, in order to keep their brand exotic and strong. For people in the MENA region, you may already be doing this, but you just didn’t know it had a name! Check out what community management means, and how it can benefit you and your business:
What is Community Management?
- It turns your brand into a character with a personality.
- Your “Community” is wherever internet is i.e all around the MENA.
- It consists of your current costumers, your possible customers, and all the people online weather your connection is direct or indirect.
- Community management allows you to: know your customers’ complaints, gain their loyalty, make connections with other brands, avoid the need for social media influencers, and get strong feedback.
- It also focuses on a narrower idea/brand than social media. In addition, it widens connection on and outside of social media.
What is community management’s main aim?
Your costumers feedback, weather negative or positive ,can be easily spread all around the internet and outside of it.
There are 4 parts of it.
- Monitoring: Listening in on and tracking conversations that relate to your brand.
- Engaging: Keeping conversations alive and proactively engaging with customers, prospects, and influencers.
- Moderating: Weeding out comments and conversations that don’t add value, and troubleshooting customer complaints.
- Measuring: Analyzing how your brand is perceived and getting real, unfiltered feedback.
Monitoring
As a monitor, your job is to find the brand’s name whenever it is mentioned. You may use Google Alerts (free) or BuzzSumo Alerts to keep tabs on mentions that relate to your brand online. You can also search on many social networks for specific keywords or hashtags to find public posts that reflect a certain sentiment or demand for your product that you might want to act on.
Engage with your costumers
Make sure to engage with you MENA audience and to make them feel that there is actually a person with feeling that they are dealing with. Thus, do not fear being funny and making a little chat with your costumers. In addition, make sure to have a brief and attracting Bio in all of your brand’s social media accounts. Moreover, know the right comments or intercourse that you should reply to and be engaged in. If, for example, you find a person with many followers make sure to leave the best conversation with them and the right impression on your brand.
Moderating
It is all about managing your brand’s reputation in MENA. To do so, you shall always reply to negative comment, and hide spam messages from appearing to the audience. Make sure not to hide any comments unless it is harmful to your MENA community. You should also give your costumers their privacy when dealing with their issues, unless it is a common comment then you may answer it in a public comment so that others can benefit. You may also be dealing with a general audience anger, in that case, you can send out a well-thought message to calm the audience and have a chance to fix that problem.
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Figure out which channels your community is the most active on and where you’re most likely to satisfy your main objectives, whether it’s to build brand awareness, drive traffic, or maintain your reputation. Those are the channels you should prioritize. You can use Social Mention or Sprinklr to know how your costumers feel about your brand.
Hiring a Community Manager
If you decide to hand this responsibility off, you need to make sure the person you hire has has the following traits:
- Strong communication and social networking skills.
- Empathy, patience, and tact (always important for customer service).
- Creativity, a sense of humor, and the ability to adapt to your brand’s voice.
- The ability to sift through social data to find opportunities and insight.
- Familiarity with your social media channels of interest and tools like Hootsuite.
- An understanding of your niche or the curiosity to thoroughly learn about it.
Above all, this needs to be someone you can trust. Since they will be the voice of your brand online. Thus, Invest in a strong community and you’ll build a loyal fan base.