Self-serve customer support communities can be an essential support tool for any brand. But managing a community that grows around a social media page is challenging for many reasons. One of them is that successful B2C community forum management requires a delicate balance between the professional and personal.
Creating a vibrant, loyal, and vocal online community is one of the most important steps you can take in driving brand loyalty and engagement. . As we’ve previously discussed, an active online community acts as an incubator for new ideas, deflects customer support tickets, drives brand loyalty and facilitates personalized marketing opportunities, and more.
In the late 90s, we had plenty of search engines to choose from: Yahoo, AltaVista, Lycos, Ask Jeeves, AOL, Excite, Looksmart and so on. Once we crossed the Y2K hump, however, the market went through rapid consolidation, culminating in the two dominant players we see today: Google at the front of the pack with Bing far behind in second place.
Social networks. Apps. Communities.
What do these 3 things have in common?
That’s right. All three are communication platform game-changers that have transformed modern business. But while the social platform and application revolutions were loud and well-publicized, the brand community revolution has largely stayed under the radar.
Customer success managers: the biggest favor you can do your company is to keep your marketing folks stocked with a never-ending supply of customer success stories.
Why, you ask?