Companies With The Most Successful Online Communities Have These 4 Things in Common

4 Things in Common FollrCreating a thriving online community of customers is no easy feat, yet companies succeed at doing it every day. Sure they probably have teams of social media experts and customer care professionals, but at the heart of it, it really comes down to having these four things on lock. Read on to see if you’re putting any of best practices to use… and if you’re not… well you know what to do.

 

  1. All innovation and R&D is done IN CONJUNCTION WITH customers. These companies no better than to make changes without soliciting loyal customers’ advice.
  2. Every single employee has been trained to put the customer first. No matter which department you work in or what your job description entails, you know that customer service is paramount and feel compelled to act accordingly. Zappos, anyone?
  3. Employees are encouraged to interact candidly with customers online. None of that stiff business language allowed – these employees are expected to be real, open and honest with customers over social media. Simply put, transparency is key.
  4. There are protocols in place for negative feedback. Each and every employee tasked with handling online activities knows exactly what to do should a customer get frustrated. Situations can be mitigated easier and faster because there are practiced steps in place.

Do you practice any of these online community engagement principles with your business? Let me know in the comments below!

This entry was posted in Community Building, Follr and tagged , , , , , by Laura Johnson. Bookmark the permalink.

About Laura Johnson

Laura - a Texas native & Southern California transplant - is a new breed of media mogul. With experience and interest in all sorts of industries – Tech, Finance, Fashion, Wine & Spirits, Journalism – It’s no surprise www.Follr.com swooped her up to head their social media and content strategy. Media and Journalism being in her blood (Dad owns Dallas-based media powerhouse Success Partners), she’s a fresh & well-rounded authority on all things currently taking over the universe. As for accolades, Laura started writing and editing for SUCCESS.com before she had her high school diploma. From there she organized and lead massive email and print campaigns for international social justice organization, Invisible Children’s some 500k donors and helped weather the media MEGA-storm that was #KONY2012. With degrees in International Business & Economics, Laura then left the non-profit world to become the social media strategist for a SoCal based fashion retailer. In addition to freelance writing and blogging, she spends her free time taking in as many beautiful San Diego sunsets as possible and perfecting the G&T (extra lime please).

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