External Community – who are they?
And the question is – are you listenign/engaging with them?
Whether you realise it or not, you have a large External Community in place that comprises two channels and you need to be listening and engaging with them constantly.
This Community comprises your existing Client Base and your audience who may become a client one day or they admirers of your company etc but don’t require what you offer:-
Client Base – this is the audience that you need to keep on top of and make sure when they communicate with you, you reply quickly as there is nothing worse than a customer having to chase you on-line in the Public Domain that everyone can see as this will switch people off from you company. This will also be seen as your company providing Poor Customer Service!
Your Audience – whether you like it not, anything that you post or share on-line in today’s Digital/Social world is seen by many and can be shared reaching a much wider audience. Thus, whether the person/company commenting or mentioning you, you need to endeavour to that reply, comment or acknowledge what they have said. If you don’t, again, this will be seen as Poor Customer Service!
So, you need to make sure that you have the correct processes and people in place to communicate with this External Community and by using your Community Management, this Community can become a marketing channel with great success in so many ways.
After all, utilising your Community Managers to create a great Community Management Team will be perfect additional bridge linking not just Internal Community and External Community but with your Brand Advocates and Brand Ambassadors with your External Community too.
To learn more about External Community, please complete the form below and let’s arrange to see how we can help you implement External Community into your company…….
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