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Community Management

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COMMUNITY MANAGEMENT

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What is Community Management?

“Community” might suggest a single location, but in reality your community is spread out all over the internet: on Facebook, Twitter, Snapchat, Quora, YouTube, Instagram, Pinterest, LinkedIn, Google+, Reddit, forums, and even the comment sections of articles.

Your community consists of your current customers, target audiences, and all the people who interact with your brand directly and indirectly online.

Why Does It Matter?

If you think community management won’t have a big impact because it’s limited to small-scale interactions, that’s not the case.

Customer complaints on social media have actually increased by 8 times from 2014. A single angry customer has a voice that carries to others whether it’s through word-of-mouth, sharing screenshots, or the trail of comments they leave behind online.

But the same goes for your happy customers, and community management helps you create more of those.

In this post, we’ll be breaking community management down into 4 parts:

  • 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.

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