Every fourth Monday of January, let’s take the time to pause, recognize, and celebrate the efforts community managers around the world to improve customer experiences.
Passionate About Customers
The title matters not, whether it’s online customer advocate, online customer support, company evangelist, disgruntled customer handler. Instead, focus on what they do: A customer advocate willing to help regardless of where they are online. Learn more by reading the Four Tenants of Community Managers.
Yet, Community Managers Don’t Have it Easy
Yet despite their admirable intentions, we know they face several uphill challenges:
- Many challenges are internal: Most companies want to hide customer issues, and shuffle them into existing support systems. Additionally, measuring ROI in new media when a company wants to keep the kimono shut, increasingly becomes a challenge.
- Seemingly never ending job: Customers never stop having problems, and with the global internet, the questions, complains, and inquires never stop.
- Emotional drain impacts lifestyle: The sheer emotional strain of dealing with a hundreds of yelling customers and the occasional trouble maker will take a strain on anyone.
- Privacy risks in the world of transparency: In an effort to build trust with customers, they expose their real name exposing their personal –and family– privacy forever on.
Now, Recognize A Community Manager, Every 4th Monday of January
While we agree with common manners to always thank someone after they’ve helped you, just take a moment to pause.. and think. Why would someone willingly go through the above mentioned challenges? Because of their passion to improve the company, and help customers have a better relationship. In many cases, a genuine ‘thank you’ can mean more than a yearly customer satisfaction survey. Take the time to recognize and thank the community manager that may have helped you while you during your time of need.
- If you’re a customer, and your problem was solved by a community manager be sure to thank them in the medium that helped you in. Use the hashtag #CMAD.
- If you’re a colleague with community manager, take the time to understand their passion to improve the customer –and company experience. Copy their boss.
- If you’re a community manager, stop and breathe for a second, and know that you’re appreciated. Hug your family.
This isn’t just about a single role, but a bigger trend of making product and services more efficient, and thereby our world a little bit more efficient and sustainable. The comments are wide open if you wanted to share your experience working with community manager, or as one, feel free to thank them below.
Supported by Bill Johnston, Connie Benson, Rachel Happe, Jake McKee, Sean O’Driscoll, Lane Becker, Dawn Foster, Thor Muller, Amy Muller and Jeremiah Owyang, as we recognize and salate community managers!
HRZone recognizes Becky Midgley Jake McKee says this is (just about) the loneliest job Bill Johnston, recognizes community managers Amy Muller, Get Satisfaction contemplates where community management is and where it’s heading. Amy also asks the community to showcase her community management heros. Dawn Foster asks if you’ve thanked your community manager today. Dawn shouts out to community managers. Sam reasons why the community manager role is essential. Connie Benson, a great friend, shouts out to community managers. Rachel Happe gives reasons why we should pause and thank community managers Connie Bensen of Alterian sent me this screenshot of mentions