Social Media Community Management
People become loyalists when they have a good experience with a brand. It’s important to make a good impression whether you’re meeting in person, talking on the phone, or interacting on your website or social media. That’s where we come in!
Build Brand Loyalty
Building brand loyalty with your audience is a breeze when you have solid customer support and community management on social media. The key to success is how you interact with your customers and potential customers on social media. A quick response time and a friendly approach can go a long way in making a good impression. And remember, the way you handle things on social media can make or break your reputation.
At STC, we know the ins and outs of growing a strong social media following and keeping your audience engaged and happy. We collaborate with some of the largest brands in the world, keeping an eye on all the conversations happening around their brand and accounts.
How It Works
We kick things off by developing a social media strategy that includes specific guidelines for engagement for our community managers to follow. After we have a clear idea of your needs, we assemble a team that’s in charge of directing inquiries to the right person, interacting with your audience, and fostering conversations.
Community managers act as representatives of your brand. Their primary responsibility is to keep your social media pages updated with fresh content and actively engage with your followers in conversations. This helps to promote your brand and make the conversations more interesting and diverse.
What We Do
Inbound & Outbound Engagement
Inbound engagement refers to the interactions and conversations that customers initiate with a brand on social media. This can include comments, direct messages, and reviews. Brands can use inbound engagement to learn more about their customers, address any concerns they may have, and build relationships with them.
Outbound engagement, on the other hand, refers to the interactions and conversations that a brand initiates with its customers on social media. This can include posts, comments, and direct messages. Brands can use outbound engagement to promote their products or services, engage with their audience, and drive traffic to their website. The main goal of outbound engagement is to reach a larger audience and to build brand awareness.
Creative responses on social media are not just about providing an answer or a solution to your community members. It’s about making the customer’s experience memorable and enjoyable. By thinking outside the box and using humor, wit, or a unique approach, brands can make a lasting impression on their customers. A creative response can make the customer feel like they had a fun interaction with your brand, which can increase their likelihood of becoming a loyal customer. Leverage our talent in community management and start authentic conversations on any social media platform to boost trust in your brand.
Surprise & Delight People
Surprise and delight moments on social media refer to unexpected gestures that brands make to improve their customer’s experience. These moments are designed to make customers feel valued, appreciated and special.
There are several ways brands can create surprise and delight moments on social media, such as commenting or liking their posts, mentioning them in your brand’s posts, hosting giveaways and contests, and sending personalized messages.
Overall, surprise and delight moments on social media can be a powerful way to build stronger relationships with customers and create more positive brand experiences. It can also increase customer loyalty, advocacy, and positive word of mouth.
Listening & Moderation
This is the process of reviewing and approving or removing content from your social media pages. This is important for ensuring that all content shared on your pages is appropriate and aligns with your brand’s messaging and values. It also helps to maintain a positive image for your brand and create a safe and respectful environment for your customers.
It involves actively monitoring customer interactions and social media conversations to understand what customers are saying about your brand, products, or services. This includes paying attention to comments, direct messages, reviews, and other forms of engagement on your social media pages.
Reporting on community management on social media is the process of collecting data from various social media platforms, analyzing it, and using the insights gained to make informed decisions about your community management strategy. This is important for understanding the performance of your social media efforts and identifying areas for improvement.
Customer Sentiment Measurement
Customer sentiment measurement is important for identifying areas of customer satisfaction and dissatisfaction, as well as for understanding customer needs and preferences. By understanding the public’s thoughts and feelings about your brand, you can make more informed decisions about your products, services, and customer experience.
You can also use this information to create more engaging and relevant content and campaigns that will resonate with your target audience. Overall, customer sentiment management on social media is a powerful tool for understanding your customers and building stronger relationships with them.
Add a Human Touch to Your Brand’s Posts
t’s a well-known fact that digital interactions with brands can sometimes feel remote and impersonal. Social community managers can help your brand overcome this by giving your brand a human touch.
While there are standard practices for community management, our team likes to think outside the box and develop a strategy that goes beyond the usual methods.
We strive to create a deeper and more meaningful connection with your audience.
We Believe in Being Proactive Community Managers on Social Media
We seek out new potential customers in your target audience and engage with them and similar brands to draw more attention to your business.
Our strategy goes beyond liking and commenting on posts or answering questions. We will carefully analyze data to keep our goals and concepts on the right track and keep your brand on the road to success.
We keep a positive outlook, but not to the detriment of realizing when things need to be altered for better results. If your social strategy needs to be adjusted for better customer service or community engagement opportunities, our team will jump right in and work with you and your team to resolve the problems.
Moments Marketing and Community Management
Moments marketing is the idea of taking advantage of every opportunity, whether big or small in the world and turning it into something incredible for your business.
This is the magic of social community management. When you don’t have the benefit of social community management, no one will be watching the conversation. And more importantly, when things go wrong for your online community, (and the mark of a true professional is knowing that yes, things can go very wrong very quickly) a community manager can put things right and minimize the damage and long-term consequences.
Your Trusted Solution to Community Management
We have the experience, tools, skills and creative outlook to create a one of a kind social media community management strategy that will help you grow your business on a global and local scale with minimal hassle.
In an era that places an emphasis on social networking as a brand, you need to be taking control of your company’s online presence and establishing yourself as a trusted source in your industry that your target audience can rely on for recent trends, news, and information.
Let’s Make a Plan for Your Business
More than half of consumers* turn to social media to learn about new brands, making social media management an essential component of a successful business’s marketing strategy.
At STC, we view social media management as the backbone of our approach, with data that supports our strategy. That’s why we strive for excellence in every aspect of our clients’ campaigns.
*Sprout Social 2021