In summary, 5 points summarizing the work of a Community Manager:
- 1.Listen
Use tools like Technorati, read blogs, forums, to find out what consumers are saying about the company or brand.
- 2.Reply
Quickly and properly. The company always has something to communicate.
- 3 Inform
To transmit this information to the corresponding areas within the company: Product manager, Marketing, Public Relations, Engineering, etc.
- 4 Connect
The work perhaps more important, to be a nexus between the clients and the right interlocutor within the company. If the customer is claiming that the product that he bought by remote channels (telephone, internet) did not arrive at the time committed, for the company is the opportunity to review their logistics processes.
- 5 Refresh
Every comment, good or bad, is the opportunity of the company to know what really happens with their products or brands, to discover where the opportunities are and to even correct the strategy so as to serve better.
