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The Business Value and the Five A+ Attributes Of An
Amazing Community Manager
Presented by Dave Kerpen
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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
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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
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2. Build Your Brand Voice
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Brands Doing It Right
Gemsaround*
#likeable *client
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3. Understand Your Audience
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Brands Doing It Right
Voices Against Brain Cancer*
#likeable *client
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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*
#likeable *client
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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 [email protected]
• For info about social media execution for your brand contact Carrie at [email protected]
• Email TODAY and get a free copy of Likeable Social Media
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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 - [email protected]
• Gaby Piazza – [email protected]