Every Friday I post links to a few of the blog posts that I read during the week that I found interesting and insightful.
Included in this week’s round-up is a discussion about the elusiveness of the community manager; why social business is about actions more than words; a look at why some believe social media is not yet aligned with marketing goals; and advice on how to keep calm in face of growing obligations to your online community.
Finding the right manager for your community can be a difficult process … You never know; that next great community manager could be sitting a few offices away and may already possess many of the skills required to engage and manage your community with incredible results.
Social business isn’t about tools and technology. It’s about giving Becky the freedom to work off-script. It’s about cultural DNA that values moments of delight. It’s about treating customers as humans, not transactions. It’s about winning hearts and minds one planeload at a time with a personal, shared experience.
Marketers will do well to consider a new mindset for social in 2012, according to the report. Great support isn’t just something that social customers expect, it can also build brand loyalty; 33% of consumers say that great online customer support keeps them loyal. Social support is the perfect way to enable people to help each other with the immediacy they demand. It can also significantly offset support costs.
Some will be like blowing out a candle, but in other cases, a part of your house may be on fire. You then can choose one of two paths. Either you try to put out the fire or you let the house burn down. Whatever the challenge is, as the administrator or manager, it is your responsibility to remain calm, think about the issue objectively and make the best decision that you can.
Think there’s something missing from this list? Leave a link in a comment, or tweet me @BenLaMothe!