Amplify your Business Online Reputation
Are you experiencing an increase in negative reviews for your brand? Is there recent product recalls and defects that are causing problems for your brand's social media platforms? Is there a story about your company that has been published by someone else and is getting more attention?
It doesn't matter what source it is; it's out there and ruining your company name. Even if you don't see it yourself, your target audience likely does. This could mean that your company loses a lot of customers. One lousy link can make a massive difference in the reputation of your company.
TS ORBIT offers the following:
- One dedicated contact who is trained and experienced in White Hat Reputation Management tactics
- There are many ways to approach your company's reputation.
- Competitive pricing
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“We have a constant flow of new leads thanks to this amazing SEO company. They gave us all the tools to convert leads into customers.”
What Is an Online Community?
An online community is an association of people who share a common interest and come together in an online space to accomplish a particular purpose. Although this is a straightforward definition, it's not easy to create and maintain an online community. It is helpful to consider what an online community isn't.
Online communities are more than just a place to support customers.
There are many communities that focus on customer support, and they can be a great way to bring these issues to the forefront. This is not the best way to build your community.
A community is and not a place where you can promote your organization.
You don't have to run the place, but that doesn't mean you should be exempted from the rules you expect your community members follow. You want to be the shining example of what it means to be a great member of your community.
Encourage all members to share, ask questions, and post freely. You should stop seeing more than two posts per day from yourself, without any other members, and it is time to step back.
An online community is not something that can grow and thrive on its own. Although a community can form spontaneously, it needs to be nurtured with passion, coordinated actions, and intentional planning.
How Community Management Can Help You?
- Fostering engagements and ultimately a positive relationship with your brand, you can grow communities.
- Unique expertise, a perfect combination of technology and people, to help drive new business.
- Customer service is the ability to respond in a professional and timely manner to customers.
- To increase ROI, provide customers with real-time information about products and services.
- Online meeting customer demands, eventually generating new leads via positive reviews both online and word-of-mouth.
Create A Winning Online Community Management Strategy In 7 Steps
Corporate reputation management is more than just managing your website. It also takes advantage of critical online properties that can help improve the image of your company.
These sites are also the most popular sources for online reviews.
What are the most significant websites for reputation management?
Select your platform
Online community managers must first evaluate the platform they want to use and determine which features they need. While some companies create their online communities through Facebook Groups , others invest in an online community platform that helps you to build a vibrant online community. However, not all providers offer the same level of service.
You should consider all options for your online community. But you also want to make it yours. You can customize the look and feel of it, as well your segmentation and user flows. You want to optimize your experience by finding a provider that can automate things for your team. This includes email triggers, automated rules, gaming tools, such as awards/badge management, segmentation, and much more.
Also, ensure that all tools used by your organization can be connected to your community management tool. This will allow data to flow and enable teams to get involved easily without learning new processes and systems.
Once you have found the online community platform that you love, it is time to order your plan ....
Start with a moderation framework
Once you have your platform, the next step is to establish ground rules for your online community. You will need to agree on a set of guidelines (or terms and conditions) that govern how your community behaves - what is allowed, what is not tolerated, what can be expected from members.
This will ensure that everyone is united in one set of beliefs and allows you to moderate in a positive way . These guidelines will help you keep your community on the right track and not get in the way of any important discussions. To ensure that everyone within your organization is aware of the guidelines and adheres to them, make sure you share them.
After your online community is established, make sure you are consistent and firm with the rules. You should remove any inappropriate posts from your online community immediately. Be respectful and explain why you have removed the post. Most often, the user won't realize they are breaking the rules. If a heated discussion becomes too heated, don't hesitate to confront the problem, not people, and de-escalate.
Plan your launch
You now have a shiny new platform to use to introduce your online community and customers to you. This requires planning. You could find yourself in an empty community. Communicational part of your plan, you will need to consider the initial launch messaging and subsequent content to keep the community engaged.
Content Plan your posting schedule for at most four weeks to ensure you are always one step ahead. Also, make sure you have an Onboarding flow so users can get familiar with your community right away. You should have your quarter in place as you progress, with plenty of room for improvement. However, starting with four weeks worth of content is a good start. To get maximum engagement, you should plan and document your posting schedule. If you experience unexpected delays in your launch planning, your content repository will be a great resource.
Testing: Find bugs and fix them by beta-testing. Before you launch, get users to beta test with you. You can use community ambassadors, customer advocates, and product advisory boards to help you set up your beta testing group. You will get the best feedback from a small group, so aim to have 25 people (ask around 100 as some may not respond) to help you test your community. Beta testers will help you fix bugs and provide feedback if there are any holes in your plan. They can also help you recruit new members to your community.
Make sure you are happy with your plan and get others involved! Promote your launch and plan events to encourage signups.
As an online community manager, your job is to create a community that members love and encourages them to keep coming back. This will require you to properly segment your users, deliver the right information and content at the right times, and discuss the relevant topics.
A content calendar covering all of your planned resources and events is vital so you can see the bigger picture, plan for the next steps, and be able to recognize and reward those who do. You need a content calendar, just like a staffing schedule. This will allow you to see the bigger picture and plan for what's next.
As you create your roadmap, keep track of the data toto see which topics and content are performing well. It would help if you were not afraid to try new formats or ideas.
- Gamifying your community experience is a way to encourage engagement. You can reward them for their first post or loyalty.
- Create recurring content ideas such as Tip Tuesdays and member spotlights to remember to return on those days.
- Make a list of super users in your organization. These people can be tapped for Ask-Me-Anything sessions and answering questions.
Remember to be human when you are setting the tone. Your online community should not be used as a platform for marketing, promotion, or automation. It would be best if you were focusing on your members and how they can feel good.
The more personal your discussions and queries are, the more engaged your members will become. Your members will also have a deeper connection with you and, ultimately, fall in love with you.
Get other employees involved
Online community management strategies should not be isolated. This strategy should be integrated into a larger company strategy to be customer-centric. The community manager is responsible for getting employees involved in your community through guidance, training, and other support.
Engaging more people from your company in your online community will help spread the work and responsibilities and create a more engaging experience. This may encourage members to talk directly with other team members (e.g., the Product team that can best explain a feature.
Although some employees may be reluctant to engage with customers, they'll find that it is simple (and even fun!) to do so once they do. They can also use the online community for their daily work.
You get your company involved in your online community. This increases team member engagement. This improves overall performance.
- The University of Warwick discovered that the most productive and happy employees are 12% more productive.
- Engaging employees can also impact customer loyalty. Aberdeen Group found that customers engaged in their work have 233% higher loyalty rates than those who don't.
If you want to reduce churn, encourage your employees to chat in the online community.
Online communities are full of data. This is a great thing. Make use of it. It's not just for reporting and KPIs (although that's also important), but it can be used for more general information like informing your company about your customers and members, their changing needs, and how you can best serve them.
You will start to notice recurring issues in your community you can address. Or you might have a solution. Every department can be steered by your community, from sales and marketing to product support to sales and support. Your community can be a great resource for ideas and feedback. This is especially useful when you need content ideas, new features, or UI/UX modifications for your product.
You should monitor KPIs that measure the health of your online communities. To understand the health of your online community, monitor things such as new users, logins and digest open rates, number/replies of posts/replies or connection requests.
Look to the future
Your online community management strategy will likely require further segmentation based upon user activity. The most loyal and engaged members of your community will demand (and should) special treatment. Different treatment is given to those who are new or only occasionally engage in the community.
If you don't do anything special for your loyal team, you are missing out on a great opportunity. You can reward this group with special experiences or offers. Also, help them spread the word by creating a referral program or a community ambassador program.
Your goal is to increase your loyal members. Segment your users according to your needs and create plans to encourage them to engage more.
Choose TS ORBIT for your online community management
An expert Online community manager helps your community with strategy that is data driven.
Isn't it time to get going with community management that is online? Contact TS ORBIT!
Provide us with a ring at 888-256-9448 or contact us online to learn more today!