Community Managers

Got a web site? Got a community manager?

I must admit, the role of a community manager is one that I have only recently become aware of, and for large sites, trying to foster and develop a community it makes sense. I wonder if it makes sense for smaller sites?

A community manager in basic terms builds and nurtures the web sites community. They need to (I think) -

- Be well connected, and know who to connect with online
- Allow the community to act freely, to a point (maybe a very grey point)
- Put a human face to the company they are representing on the web
- Be an advocate for the community within the company

It sounds like a quite difficult job, you may need to support and protect the online community while they are beating up the company who's web site they are sitting on, or, via twitter etc.

This role to me sounds like the next logical step after listening to your customers online. Once you have started to listen and have been acting on what they say, a way of interacting and workign with them seems like a good idea!

Treat the customer experience as an investment

I cam across this great HBR blog article on treating the customer experience as an investment, not a cost, and thought I would share.

It explains how correctly identifying the business KPI's, and the customer behaviours that result in those KPI's, and integrating this knowledge into the design of say a web site, can lead to increased sales.

I would think that Apple have been doing something simular for years, by providing products that consulmers can use and enjoy, so they keep comming back. But this articvle is a little deeper then that, so have a look!

Building a personal brand

Great presentation from Gary Vaynerchuck (wine library), he is passionate about doing what you enjoy, and working hard at it. He also talks about the value of your social brand.

Quick 15 minute presentation, no slides! Watch it just for his energy!

Marketing the service desk

Yes! You do need to market the service desk.

Why?

If you have external customers, then the answer is clear, increasing customer numbers is your business, and you want to stay in business.

If you have internal customers, then you need to get a clear message out there about the value you are adding to the business, so you are not just seen as a "cost centre" (and I truly do think service desks can add great value!).

Who?

External customers are easy to identify, who to market to for internal customers may be a little harder. You need to ensure end users are aware of the service you offer, and the value you provide, as they are the ones who will call, and they will tell their managers if you are doing a good job or not. You need to especially market to senior management, they guys who actually pay the bills. They are the ones who mostly need to understand what they are getting for their money, and the value you are providing, make it clear!

When?

Always. Why stop? Make sure you get your message out, and it is targeted at the right groups, and do it often (but please no spam).