When people think about online community managers, they often envision a social media ninja who can manage their world with a laptop and a smartphone.
The reality is that strong online community managers work very hard to ingrain themselves into the community of customers, members, or partners. To accomplish that, they need more than an online social profile.
You may be surprised to find out that one of the most important online community management tools is a phone. It could be a smartphone, office desk phone, or a good old-fashioned rotary phone.
You just needs a live connection and a community manager with the willingness and ability to consistently make outbound calls to community members and prospective community members.
Why Do Online Community Managers Need Phone Skills?
Phone conversations allow community managers to do three really important things:
- Identify highly engaged members and establish working relationships
- Create a level of trust and loyalty that most brands can't touch
- Learn what customers or members really want out of their community experience
It all comes down to this:
Anyone who is anyone emails. However, hearing a voice and having a conversation about what the company can do to benefit the customer, instead of what the customer can do to benefit the company, humanizes corporate entities.
That "wow" factor for the end user is what makes communities work.