On Friday, April 27 I’ll be presenting at the Social Media Club Knoxville’s Social Slam 2012. This year, Social Slam aims to showcase the brightest new voices in the field by offering several innovative panels and “slams” that will put a spotlight on up and coming thinkers in social media marketing. I am honored to be a part of one these panels — 50 Huge New Ideas in 50 Minutes — at which I’ll be discussing 10 big ideas on Community Management in 10 minutes.
As community managers, it’s an exciting time to explore new tools and embrace new strategies that can help us better serve the communities we manage. It’s not just about facilitating conversations, though; it’s about leveraging the information gleaned from our engagement to enhance the services we provide. An interesting article came across my Twitter feed this morning that reinforces the need for incorporating customers’ needs into the design of goods and services. In Our Economy Is Mostly Services. But How Do You Design Great Service Experiences? Craig LaRosa writes:
Executing successful service experiences requires all silos of an organization–marketing, operations, sales, finance, and so on. But these silos most often only connect at the top of the organization; they’re not communicating with one another at the consumer level. Successful service design depends upon getting one empowered person from each of these silos in the room.
I agree fully. Community management is only as good as what results from customer engagement. When companies ask questions of their customers, it’s important that they care about the answer. If they don’t, it’s a waste of everyone’s time and does nothing to further engagement or build trust.
In my presentation at Social Slam 2012 I hope that such insights will inspire community managers and engagement strategists. I look forward to seeing you there.