Community management gives your brand a personality. It’s not just for consumer complaints it’s to give your brand a personality that sticks in the follower’s mind. This helps your brand keep customer loyalty and build your brands trustworthiness.
This shows your consumers that you can empathize with them regarding a worry or concern they may have. Helping them feel like you can relate to how they feel.
What is Community Management?
Consumers long to feel a connection to a brand, when making a brand personal is allows the user to relate to the brand and more likely to use that brand.
Community Management is when you as your brand interact with other brands and well as social media users. This can be done by commenting on a user’s image or story something relevant to their posts as well as liking their posts.
Example: You are a brand that sells dog treats, you come across a local post with an owner and their dog. Commenting “What a lovely pet” or “Cute dog” makes your brand personal, and the user feels that they can relate to your brand.
A social media user is then likely to comment back (Boosting your engagement) and could potentially follow your brand back on social media.
Tonality Matters:
The tone of your conversation plays a huge part in how you make the customer feel. Make sure your communication is a two-way street where the customer feels that what they have to say is important
This type of conversation creates lifelong fans and can help a negative situation turn into something positive. Make sure you are part of the conversation, invest in the conversation. Be a human voice, don’t let all your replies be prewritten, sometimes a personal touch is needed when replying.
Here are 3 Tips to help humanise your brand for 2023:
1. Engage with fans, followers, and commenters.
As mentioned above this is a major step in helping your brand become approachable and more memorable when you connect with your community.
2. Post photos of your team being themselves.
Let your followers get to know the team or employees a bit better by posting photos of them doing fun activities or at company events. This allows the viewer to get a better feel of the brand through how the employees act.
3. Inject a sense of humour into your content.
Clear, short, and direct content may help you make your message very effectively. It’s alright but not great for all the time. However, if you can sometimes inject comedy into your content, you can make your point, humanise your company, and even amuse viewers.
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