Archive for the ‘CMAD’ Category


Second Annual Community Manager Appreciation Day: Jan 24th, 2011 (#CMAD)

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Last year was the first time we’ve recognized the folks on the front lines connecting with customers in a human way using online tools. It’s that time again this year, that on the fourth Monday of every January we recognize community managers. You can read about the first time we did this in 2010, thanking all those who are trying to make customer experiences online more human.

Interestingly, one CEO of a social media vendor teased me for starting this off last year, gently ribbing me “wow I have so many community managers, do I have to all give them raises?”, I replied, “It’s about appreciation, as we know they internally have to harbor a lot of emotional customers, endless work schedule, and are contacted from all types of accounts to help customers”.

It’s simple to do: On Community Manager Appreciation Day (Jan 24th, 2011), just send a genuine thank you to those (at your company, or someone who has helped you as a customer) that are working to make a difference in how companies build relationships with their customers.

Update: Citi’s Frank Eliason is behind this idea, Dell’s Bill Johnston, Heather Strout at the Farland Group, Alison a Community lead at Cisco, as well as Telligent, with interesting commentary actual community managers in this  Social Media Club interview.

Physical Events Around the World:

North America

Europe

Middle East

Africa

Asia

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Note: this started off with Boston kicking it off, where there are many community related companies, which quickly spread around the tech hot spots in NY, Austin, SF and then beyond.

Community Manager Appreciation Day #CMAD (Every 4th Monday of Jan)

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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!

Related Links

  • 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