Importance of Community Management in a Social Media Strategy
With an online presence, people will always have an opinion about what is presented. Whether the reactions are positive or negative, it’s important to have a trained customer service team ready to take action in responding. When it comes to dealing with tricky situations, using a community management agency like Bright Age can help control the situation in order to appease any upset customers.
Be Proactive
It’s likely that at some point someone may write a negative comment on your social media platforms. When a harsh statement is commented on your page, it’s important to be proactive with responding. Address the comment with an empathetic and apologetic tone, and make sure you validate the customer’s statement. Although at times there may be no perfect solution to the complaint, a timely and sincere response can help calm the customer and turn the situation around. Clients often want to feel heard, so by responding within a punctual time frame and offering a solution will help retain those customers. According to Super Office, 68% of customers leave a company because they believe the company does not care about them. This loss is avoidable by taking the necessary measures to ensure each of your followers feels recognized and valued, especially when they’re upset. 
Genuinely Engage
One could make the argument that without followers or customers, a brand would cease to exist. Therefore, businesses should make it a point to show customers they are not only appreciated, but also acknowledged and heard. Interacting with followers via any social platform can be the reason a brand retains or loses its customers. Whether someone comments a simple “Love this photo!”, a question, or a harsh remark, people want to feel acknowledged. While some generic comments do not call for a response, most other comments deserve a modified response. Rather than sounding like a computer-generated response, put a little personality into the comment in order to show sincerity! By taking the time to create an original response that imbeds the brand’s identity, followers will know your brand to be one of the few who truly care. 
Recognize Your Followers
Everyone wants to feel as if they are a part of something bigger, which is why it is key to make your audience feel included. Reposting their photos of them using your product gives your item more credibility since it shows regular, everyday people using and enjoying it, whereas commercial posts do not come across as authentic. Creating a sense of trust in the consumer-producer relationship retains customers. In addition to proving validity, reposting followers’ photos makes them feel respected and esteemed. It goes beyond simply liking or responding “Thank you” to comment– it shows true appreciation for their loyalty to your brand. Further, it may incite other followers to post in attempts to be reposted as well!
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In this day and age, it’s hard to find authenticity online. However, by taking these listed steps, your brand will be recognized as one that nurtures their relationships with their clients. With the help of a community management agency like Bright Age, we’ll not only retain your current customers but continue to draw in others through our customer service strategies.
