the business value and the five a+ attributes of an amazing community manager

The Business Value and the Five A+ Attributes Of An

Amazing Community Manager

Presented by Dave Kerpen

#likeablehttp://slideshare.net/likeable

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Agenda

• Why Invest In Community Management?

• 10 Ways Community Management Can Add Value To Your Business

• 5 A+ Attributes Of An Amazing Community Manager

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Who is Likeable?

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Why Community Management?

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The Difference It Can Make

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Likeable Social Media

Unlikeable Social Media

One Comment Becomes Two

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Worst Moments Become Public

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Employees Can Air Dirty Laundry

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What Do These Have in Common?

Poor Community Management!

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Top 10 Ways Community Management Can Add Value

To Your Business

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1. Increase Brand Awareness

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Brands Doing It Right

Logitech*

#likeable *client

2. Build Your Brand Voice

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Brands Doing It Right

Gemsaround*

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3. Understand Your Audience

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Brands Doing It Right

Voices Against Brain Cancer*

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4. Acquire New Customers

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Brands Doing It Right

Orabrush

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5. Reward & Retain Customers

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Brands Doing It Right

Sprinkles

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6. Receive Fan Feedback

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Brands Doing It Right

Hpnotiq*

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7. Find Brand Ambassadors

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Brands Doing It Right

Entenmann’s*

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8. Develop Long-Term Relationships

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Brands Doing It Right

Restaurant.com*

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9. Change Customer Perception

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Brands Doing It Right

McDonald’s

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10. Provide Customer Service

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Brands Doing It Right

Zappos

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Recap

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Five A+ Attributes Of An Amazing Community

Manager

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5 A+ Attributes For an Amazing Community Manager

• Analytical

• Aware

• Alert

• Authentic

• Adaptable

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Analytical

• Where does your community live?

• Who is your audience?

• What are your goals and how will you achieve them?

• How can you learn from the community?

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Analytical

• Birchbox on Pinterest

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Analytical

• Birchbox on YouTube

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Analytical

• Birchbox on Twitter

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Aware

• Are you pro-actively joining conversations with your community members?

• Do you have the appropriate resources allocated to deal with priority community engagement?

• Are prepared to service the needs of the community?

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Aware

• Four Seasons Hotels and Resorts

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Aware

• Four Seasons Hotels and Resorts

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Alert

• Are you listening to the community

• Are you responding to their comments?

• Are you actively engaging and reacting to community sentiment?

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Alert

• Toys “R” Us

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Alert

• Toys “R” Us

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Authentic

• Do you have a clear understanding of the brand voice and tone?

• Do you provide relevant content or thought leadership on topics related to your brand?

• Do you authentically build relationships with your customers and community members?

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Authentic

• Boloco Twitter

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Authentic

• Boloco Facebook

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Adaptable

• Are you nimble to react to a changing social landscape?

• Are you flexible enough to grow with the community?

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Adaptable

• Domino’s Pizza YouTube

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Adaptable

• Domino’s Pizza Twitter

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Are you A+?

Analytical Aware Alert Authentic Adaptable

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Need Help?

• For info on social media training for your community manager contact Gaby at gaby@likeable.com

• For info about social media execution for your brand contact Carrie at carriet@likeable.com

• Email TODAY and get a free copy of Likeable Social Media

Why LCC?

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Logistics

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Contact Us/Thanks!/Grand Prize

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• Email TODAY and get a free copy of Likeable Social Media!

• Carrie Tylawsky - carriet@likeable.com

• Gaby Piazza – gaby@likeable.com