Don’t forget to follow up – How do you know when someone is paying attention to you? Here’s a hint: It’s not only about your initial engagement. Let’s say you’re engaged in a conversation with a friend. He seems interested at first but suddenly goes quiet and stares off into space. He won’t reply to you or even acknowledge your existence anymore. Awkward huh?
The case is similar to your followers. Managing a community and engaging with your customers is all about making your brand feel more like a human friend than a business entity bent on taking all the shortcuts to a profit. To that end, it’s up to you to engage with members of your community like you would with a friend. And that means following up with everyone, everywhere.
If one of your followers asks you a question, respond immediately. They certainly want to know you’re there right away. They want to be seen and heard, otherwise, they wouldn’t have reached out in the first place. But also set a task in your social CRM to follow up again later to check in and get an update.
Your follow up could be making sure that their problem was solved or just to ask the person how they’re getting along since you last connected – no matter what you talked about before. This is a key step in showing your company really cares and isn’t just following the basic rules of engagement.
But make sure you follow up achieves another goal as well: it drives the further conversation, which is what your community is all about. By taking the opportunity to follow up, you might be creating additional opportunities for yourself, inspiring more people to join the conversation or getting to explore a new topic that’s of interest to you and the entire community.
Community management is an evolving field. Luckily, there are lots of communities around the web you can learn from and get help—whether you prefer Twitter, Facebook or LinkedIn.
Guinness World Records– One of the best communities around the world! Guinness World Records’ worldwide television programmes reach over 750 million viewers annually, and more than a million people subscribe to the GWR YouTube channel, which enjoys more than 300 million views per year. The GWR website receives 18 million visitors annually, and we have over 10 million fans on Facebook.
“Your people love being part of a community because they can have a free flow of information and research without working hard.”