Back to Basics: 5 Tips for Becoming a More Effective Community Manager

Your main goal as a community manager is to advocate your brand on social networks, find and engage potential customers in an online community and deepen the customer’s relationship with the brand. Sounds easy, right?

Wrong. Community management is challenging. Customer expectations are becoming increasingly more demanding, and the customer now has more control over brand reputation than ever before. While this is a real challenge, there is also a huge opportunity for brand messaging that delivers clear, consistent and valuable content to the customer community. As a community manager, it’s important to not only link the customer community to the brand, but also to instill the brand goals and objectives throughout the community.

One in every three minutes customers spend on the Internet is spent on social media and messaging accounts, and when customers engage with the brand on social media, they expect a response within four hours even though the average brand response time is 10 hours. Clear, consistent and valuable content to the customer community must also be timely to be meaningful.

Below, you’ll discover 5 tips for effective community management that will help you take advantage of these opportunities:

#1 – Create a Good Customer Experience

We live in a world of content overload where it’s easy for users to get lost in the sea of endless content. This makes it difficult for them to find exactly what they are looking for, when they need it.

To create a good customer experience, provide consistent brand messaging and a similar look and feel so that customers can easily identify your brand’s content and find comfort with the familiarity. With each platform, craft your messaging and the types of content to the audience using that specific platform.

#2 – Engage With Your Community on a Human Level

Anonymity is the enemy. While some believe that an anonymous response, or one that simply identifies the brand, is good because the customer directly interacts with the brand, an anonymous response doesn’t connect on a human level.

Put a name and a face behind the brand’s responses to the customer, humanize the message and develop a trusting relationship. A personal response will provide a better customer experience for your online community.

#3 – Encourage Conversations

There are many types of messages that can be crafted for social media networks, and each network is better suited for certain types of messaging over another. In every case, it’s important that the customer finds the message to be valuable and relevant to fit their needs.

Create messages that are easy to understand using simple language that encourages further participation through conversation. Avoid jargon and speak to the customer’s needs. Find ways for these conversations to also be between the customers themselves. Encourage the online community to engage with itself and the brand by asking specific questions.

#4 – Conversations Should Include Brand Leadership & Executives

Getting the active participation from brand leadership is hard, but the relationship between the brand and the customer is strengthened through this type of conversation. Some common reasons why leadership doesn’t participate are because they don’t have enough time, or they don’t exactly know how.

Make the communication as easy for your leadership team as possible and show them the value of their contributions. For example, create a publishing or editorial calendar for their communication to carve out a specific time from their busy schedule. You can also use the next point to help them see the value that the brand gets from their time and effort.

#5 – Use Data to Improve Engagement

Each social media platform has an analytics tool that can provide helpful insight into metrics to measure your effectiveness. Use these insights as a baseline and continuous measure of engagement.

Social media analytics tools, among other tools, help understand how your brand will measure success and find out if your efforts are working, opportunities for improvement and provide you with information to make actionable decisions for the future.

Here is a list of a few analytics tools to help you measure success:

  • Google Analytics – lets you measure your advertising ROI and track social networking sites
  • Sprout Social – helps you monitor, measure and engage with your social media management insights to uncover valuable trends in responsiveness and engagement
  • Hootsuite – lets you save time by managing all of your social media marketing efforts from a single dashboard
  • Sprinklr – is a social engagement platform that unites customer-facing teams to create better, personal experiences for your customers
  • Bit.ly – allows you to shorten, share, manage and analyze your favorite links from around the web
  • Buffer – helps you manage your social networks by scheduling Twitter, Facebook and LinkedIn messages

Putting it All Together

Sure, your day is already packed, and juggling your many tasks isn’t easy. Rather than lose your balance and drop all of those plates, implement these 5 tips to be a more effective community manager. The connection between your customer community and your brand will be stronger for it.

Still Need Some Help?

Developing relationships with your customers in an online community isn’t an easy feat. If you’re looking for help strategizing the best solution for your brand to build awareness and create deeper and more meaningful connections between your brand and customers, we’re here to help. Contact TopRank Marketing today!


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© Online Marketing Blog – TopRank®, 2017. | Back to Basics: 5 Tips for Becoming a More Effective Community Manager | http://www.toprankblog.com

The post Back to Basics: 5 Tips for Becoming a More Effective Community Manager appeared first on Online Marketing Blog – TopRank®.


Online Marketing Blog – TopRank®

Most Expensive Keywords, Ad Hacks & More Top Posts from June

Summer is finally here! June was sunny and warm for those of us in the northeast, and we finally got our fill of vitamin D. Though the month flew by, it was an exciting couple of weeks for us at WordStream! We completed a lot of cool projects that we shared with you. In case you missed it, here are our top ten posts from the month of June.

1. The 25 Most Expensive Keywords in AdWords – 2017 Edition!

Way, way back in 2011, when the world was young and fidget spinners weren’t yet a thing, there was lore floating around in the search marketing world that “mesothelioma” was the most expensive keyword to bid on in Google AdWords, costing upwards of $ 100 per click.

Our awesome content manager had an idea: What if we used data from our Free Keyword Tool to determine which keywords had the highest costs per click (or CPC’s) in Google AdWords?

The infographic we created based on that data is still one of our most popular pages ever. So we’ve completed a new, comprehensive analysis of keyword data for five different currencies in English-speaking countries (keep an eye out for the data for GBP, CAD, AUS, and ZAR coming soon!).

This time around, we determined the top 25 most expensive keywords (meaning these niche markets are super-competitive) along with their average CPC – and six years later, the results are substantially different!

Most Expensive Keywords

2. We Analyzed 612 of the Best Ads: Here Are 9 Things We Learned [DATA]

This project was definitely one of the most exciting analyses we’ve done this year! It was a huge group effort to answer some pressing questions: What are the actual WORDS that go into really great, super-high-CTR ads in AdWords? What about stuff like numbers and punctuation marks? What are the best CTA’s? Are the best ads in Google AdWords positive or negative? Are they keyword-stuffed or more creative?

In this article, Allen Finn covers nine, often surprising things we learned by running text analyses on some of the best ads in AdWords from the past year.

Popular CTAs

3. How to Use Emotional Images for High-Converting Landing Pages Every Time

While each step in the process to acquiring new customers takes nuance and optimization, a lot of marketers leave their landing pages by the wayside. But that can be the most pivotal moment in your quest to gain a customer! And the all-important main image is hugely important. This post maps out the exact steps you need to take to choose a high-converting image every single time you plan a landing page.

4. Case Study: How AdWords Life Events Targeting Lifts Brand Interest 175%

If you advertise with Google, you’ve probably heard of their obsession with micro-moments; the times when consumers are researching and considering a purchase. In line with this focus, Google has gifted advertisers with Consumer Patterns and Life Events which enables marketers to target more relevant audience segments.

This is huge. And this post goes into the improvement accounts had after implementing it.

5. How Much Do Instagram Ads Cost? Plus 8 Tips for Saving Money

Though Facebook has generally been the gold standard of social advertising, Instagram is slowly catching up. In fact, Instagram posts get 10 times more engagement than Facebook posts! So how much does it actually cost to advertise on Instagram? What kind of CPMs should you expect? Is it worth it? This post answers all those important questions and more.

6. 7 Things Nobody Tells You About Working Remotely

Telecommuting – one of the fancier terms for working remotely – seems to be the perfect arrangement for workers in dozens of industries. Companies that encourage and support remote work often report higher levels of employee retention and engagement, reduced turnover, higher employee satisfaction, increased productivity and autonomy, and lots of other benefits.

Unfortunately, there are some drawbacks to telecommuting – people just don’t tend to be as vocal about them. Here are seven things Dan Shewan wished somebody had told him before he took the plunge and became a full-time telecommuter.

Working Remotely

7. ‘Purchases on Google’ Enters Open Beta

Last month, Google announced tons of big changes and new AdWords features at their annual event in San Francisco. At the beginning of June, they rolled out the ability to purchase products directly on the SERP! And as always, our own Mark Irvine has everything you need to know about it in this comprehensive post.

8. 7 Time Management Shortcuts for Marketers Who Can’t Write

We’ve all been there, sitting in front of a blank document when ten brilliant headlines are due by the end of the day. Sometimes it can feel impossible to be a successful marketer in a world where content has been crowned king. In this post, Brad Smith makes the bold claim that “writer’s block is a myth.” And goes through seven writing time hacks to get the results you need.

9. 10 Highly Effective B2B Link Building Tactics

There are a lot of ways to get backlinks, and some require more work than others. This article breaks down the tactics into three separate categories according to how much effort they’ll entail: outreach, submission, and exchange.

10. Video SEO: 9 Ways to Optimize Your Video for Search

It’s true that video SEO is not the same as regular SEO. Video SEO has also changed significantly in the last few years, which is why Margot da Cunha enlisted Wistia’s video SEO expert, Phil Nottingham, to share his advice in this post.

Video Seo


Internet Marketing Blog by WordStream

Twitter chatbots can now include buttons that push you to tweet, follow, click & more

 Twitter today is rolling out a new feature that will allow businesses to prompt their followers to take an action beyond a simple fav or retweet. The company is introducing the ability for businesses to add buttons inside their direct message conversations designed to encourage customers to do things like tweet about the company’s Twitter bot, visit their website, follow the… Read More
Social – TechCrunch

Generate more leads with VerticalResponse’s contact form for WordPress

VerticalResponse is committed to continually making email marketing easier and faster. To that end, we’ve launched a new WordPress plugin that embeds a contact form right on your website or landing page. With this contact form linked to your VerticalResponse account, it’s easier than ever to generate leads and add subscribers to your lists. Use the form to prompt visitors to provide their contact information. When they do, that information flows seamlessly to your contact list in VerticalResponse, eliminating the need to add them manually.

Integrating is a breeze. You don’t need any tech or coding skills, and it’s completely free. Even better, it’s fully customizable, so you can make it look and perform exactly the way you want.

Why should you use VerticalResponse’s contact form with your WordPress site?

Email marketers know that growing subscribers and generating leads are key contributors to business growth. Our contact form plugin makes it easy:

  • Grow your subscribers and leads by collecting the information you want: email address, phone, name, birth date, gender, company, title, website, physical location and more.  
  • Customization is a breeze, allowing you to change the look and performance of the plugin so it’s an extension of your site and your branding.
  • Enjoy flexibility in placement of the contact form or in what triggers it to appear if you create it as a pop-up.
  • Seamlessly add new contacts to your VerticalResponse account without having to manually enter them yourself.
  • Automatically send emails to new contacts when they sign up.
  • Get detailed reporting on subscribers who use the form.

How does the contact form plugin work?

Once you download the plugin, start customizing your contact form in WordPress by clicking on “Deluxe” in the left-hand navigation. (VerticalResponse is part of the Deluxe suite of small business marketing solutions.) From there, do the following:

1. Decide which information you want to request from the customer, such as name, email address, physical address, phone number and so on. Just drag and drop the fields you want.

2. Change the contact form’s appearance and location, or set it as a pop-up. Preview the finished form right in the editor.

3. Link your VerticalResponse account and determine which contact list you want the information to flow to. When visitors enter their information on your website, it will flow directly into the contact list you designated.

4. If desired, use our Email Automation feature to set up an automatic email welcoming new subscribers.

5. Finally, add the shortcode to your website, and you’re all set! (You can always deactivate or reactivate the code from the VerticalResponse plugin page.) New contacts will flow right into your contact list.

We’re always developing new ways to make your email marketing even easier than it already is. Watch this space for new plugin announcements coming soon!

Don’t have a VerticalResponse account but still want to take advantage of this plugin? No problem at all — sign up for a free account today.

Spend less time reaching more customers

Try VerticalResponse today

(It’s free!)

© 2017, John Habib. All rights reserved.

The post Generate more leads with VerticalResponse’s contact form for WordPress appeared first on Vertical Response Blog.


Vertical Response Blog

New Site Crawl: Rebuilt to Find More Issues on More Pages, Faster Than Ever!

Posted by Dr-Pete

First, the good news — as of today, all Moz Pro customer have access to the new version of Site Crawl, our entirely rebuilt deep site crawler and technical SEO auditing platform. The bad news? There isn’t any. It’s bigger, better, faster, and you won’t pay an extra dime for it.

A moment of humility, though — if you’ve used our existing site crawl, you know it hasn’t always lived up to your expectations. Truth is, it hasn’t lived up to ours, either. Over a year ago, we set out to rebuild the back end crawler, but we realized quickly that what we wanted was an entirely re-imagined crawler, front and back, with the best features we could offer. Today, we launch the first version of that new crawler.

Code name: Aardwolf

The back end is entirely new. Our completely rebuilt “Aardwolf” engine crawls twice as fast, while digging much deeper. For larger accounts, it can support up to ten parallel crawlers, for actual speeds of up to 20X the old crawler. Aardwolf also fully supports SNI sites (including Cloudflare), correcting a major shortcoming of our old crawler.

View/search *all* URLs

One major limitation of our old crawler is that you could only see pages with known issues. Click on “All Crawled Pages” in the new crawler, and you’ll be brought to a list of every URL we crawled on your site during the last crawl cycle:

You can sort this list by status code, total issues, Page Authority (PA), or crawl depth. You can also filter by URL, status codes, or whether or not the page has known issues. For example, let’s say I just wanted to see all of the pages crawled for Moz.com in the “/blog” directory…

I just click the [+], select “URL,” enter “/blog,” and I’m on my way.

Do you prefer to slice and dice the data on your own? You can export your entire crawl to CSV, with additional data including per-page fetch times and redirect targets.

Recrawl your site immediately

Sometimes, you just can’t wait a week for a new crawl. Maybe you relaunched your site or made major changes, and you have to know quickly if those changes are working. No problem, just click “Recrawl my site” from the top of any page in the Site Crawl section, and you’ll be on your way…

Starting at our Medium tier, you’ll get 10 recrawls per month, in addition to your automatic weekly crawls. When the stakes are high or you’re under tight deadlines for client reviews, we understand that waiting just isn’t an option. Recrawl allows you to verify that your fixes were successful and refresh your crawl report.

Ignore individual issues

As many customers have reminded us over the years, technical SEO is not a one-sized-fits-all task, and what’s critical for one site is barely a nuisance for another. For example, let’s say I don’t care about a handful of overly dynamic URLs (for many sites, it’s a minor issue). With the new Site Crawl, I can just select those issues and then “Ignore” them (see the green arrow for location):

If you make a mistake, no worries — you can manage and restore ignored issues. We’ll also keep tracking any new issues that pop up over time. Just because you don’t care about something today doesn’t mean you won’t need to know about it a month from now.

Fix duplicate content

Under “Content Issues,” we’ve launched an entirely new duplicate content detection engine and a better, cleaner UI for navigating that content. Duplicate content is now automatically clustered, and we do our best to consistently detect the “parent” page. Here’s a sample from Moz.com:

You can view duplicates by the total number of affected pages, PA, and crawl depth, and you can filter by URL. Click on the arrow (far-right column) for all of the pages in the cluster (shown in the screenshot). Click anywhere in the current table row to get a full profile, including the source page we found that link on.

Prioritize quickly & tactically

Prioritizing technical SEO problems requires deep knowledge of a site. In the past, in the interest of simplicity, I fear that we’ve misled some of you. We attempted to give every issue a set priority (high, medium, or low), when the difficult reality is that what’s a major problem on one site may be deliberate and useful on another.

With the new Site Crawl, we decided to categorize crawl issues tactically, using five buckets:

  • Critical Crawler Issues
  • Crawler Warnings
  • Redirect Issues
  • Metadata Issues
  • Content Issues

Hopefully, you can already guess what some of these contain. Critical Crawler Issues still reflect issues that matter first to most sites, such as 5XX errors and redirects to 404s. Crawler Warnings represent issues that might be very important for some sites, but require more context, such as meta NOINDEX.

Prioritization often depends on scope, too. All else being equal, one 500 error may be more important than one duplicate page, but 10,000 duplicate pages is a different matter. Go to the bottom of the Site Crawl Overview Page, and we’ve attempted to balance priority and scope to target your top three issues to fix:

Moving forward, we’re going to be launching more intelligent prioritization, including grouping issues by folder and adding data visualization of your known issues. Prioritization is a difficult task and one we haven’t helped you do as well as we could. We’re going to do our best to change that.

Dive in & tell us what you think!

All existing customers should have access to the new Site Crawl as of earlier this morning. Even better, we’ve been crawling existing campaigns with the Aardwolf engine for a couple of weeks, so you’ll have history available from day one! Stay tuned for a blog post tomorrow on effectively prioritizing Site Crawl issues, and a webinar on Friday at 9am Pacific.

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don’t have time to hunt down but want to read!


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