The importance of community management

Social media is a key tool in any brand’s marketing strategy, and the majority of brands recognise this and have their own accounts across various platforms to increase brand awareness. However, gone are the days when you could schedule one post a week, leave it there and expect engagement from your audience.

The strategy many companies are missing is community management. You could be posting twice a day for a year, but if you’re ignoring customer comments, messages and shares, your brand trust and engagement could suffer as a result.

First off, what is community management?

Within social media, we use the term “community management” to refer to the ongoing conversations and nurturing of your follower base. This could be through placing yourself in conversations where you think your brand has something important to say, replying to customer questions in your DMs daily or simply following accounts and people you think your brand should sit in the same circles as.

Of course, the content you produce and publish is extremely important, but utilising community management on top of this is a surefire way to connect with your audience, and it takes the purpose of your marketing to the next level. Good community management can lead to higher discoverability and engagement across all platforms.

Think of big brands like Ryanair, Aldi and Duolingo - you can often find them in the comment sections on trending TikToks, and most of their ‘viral moments’ come from how they do community management. 

Why is it so important?

Community management is essentially the customer service you provide on social media. It is one of the most important tools in the digital age for humanising brands and bringing personality to your business. The same way someone would walk into a shop and enjoy their experience through friendly and helpful staff, someone will stay on your page if they enjoy the persona you put out there.

Joining in conversations on your feed builds organic amplification and hype around your brand. The key to getting your name out there is to stay true to your brand and business to stand out in the social media world. Your comments are your campaign; this could be the first time a potential customer sees who you are, making it the ultimate subliminal marketing tool.

How can I improve my community management?

Here are our top tips for taking your community management to the next level:

• Stay up-to-date with recent trends and network updates

• Keep consistent in participating in relevant conversations 

• Make sure to respond to customers daily if possible

• Remember, every comment could be a first impression to a customer

• Don’t be afraid to answer difficult questions or concerns

• Work on community management across all (relevant) platforms 

If you’d like to know more about the power of community management and how it could elevate your business, speak to our expert team today. Call us on 0114 312 2075 or send us an email at hello@chapterii.agency