October 4, 2013 Chad Richards

Community Managers Can Make Or Break Brand Loyalty

community managers

Customers really are king. How your community managers handle interactions on your company’s social media channels can make or break whether people remain, or become, loyal to your brand.

Community Managers Matter

Below are three key insights into making every online experience a winning one for your customers.

1. First the customer has come to you, congratulations!

Whether it be from a negative or positive experience with another brand they have come to you. Now it’s your responsibility that they walk away feeling satisfied with how your brand handles each situation they present on social media.

Remember that old line that you never get a second chance to make a first impression? This still holds true today.

RELATED POST: Building Community Requires Content, Conversation, Value & Trust

2. Response time is key.

The beast that is social media allows customers to get information a lot quicker than they used to. Gone are the days of writing a letter to the president of a company and waiting for a response that may or may not ever come.

The quicker you respond to customers, which is even more important if it’s a complaint, is crucial. In my experience when I’ve responded to people within seconds, the reaction I always get (even if they’re mad) is “Wow, thanks for getting back to me so quickly.”

RELATED POST: 10 Things I Know To Be True After 10 Years As A Social Media Manager

3. Be kind.

People, even brands, have bad days. If a customer comes complaining you want them to know that you’ve heard them and that you’re going to do whatever you can to make the situation right.

Because as community managers we care about the customer experience with the brands we work with. Otherwise we wouldn’t be community managers.

Looking for community managers that can make your brand a hit with customers online? Firebelly is here for you. Call us at 317-557-4460, email us at hello@firebellymarketing.com or fill out our contact form.

Chad Richards

VP, Social Media Services at Firebelly
Fun Fact: Chad was named "Most Influential Up & Comer" at the inaugural Social Media Summit. He's been with Firebelly since 2007.
Chad Richards

About the Author

Chad Richards Fun Fact: Chad was named "Most Influential Up & Comer" at the inaugural Social Media Summit. He's been with Firebelly since 2007.



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