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
Nicely written points 🙂
I'm certainly spreading the word in my company.
Very nice. We share community management duties among a small group of us at our university, so I have several folks to say thanks to today.
It's good to know that Community Managers are appreciated, even if the people we often try to help don't think so.
Very good idea this CMAD – I just wanted to say thank you to the MM@cadémie team, for believing for such a long time – we are almost there …
Nicely written points 🙂
I'm certainly spreading the word in my company.
Very nice. We share community management duties among a small group of us at our university, so I have several folks to say thanks to today.
It's good to know that Community Managers are appreciated, even if the people we often try to help don't think so.
Very good idea this CMAD – I just wanted to say thank you to the MM@cadémie team, for believing for such a long time – we are almost there …
Jeremiah,
Some great banter today based on your comment that @acnatta had retweeted: “Talking to a community manager, when customers complain on social, it's a sign they can't get through other channels. ” Andre (@acnatta), David Griner (@griner), Wade Kwon (@wadeontweets) had some great discussion about whether or not customers were becoming more and more accustomed to direction dissatisfaction out into SM *first*, rather than trying traditional call ctr/email channels. Are we becoming customers who whine with the hopes that someone's listening? Are we giving up the channels that companies have asked us to go through first? Would we rather just stand up on stage and shout our displeasure to a wide audience in the hopes that a company is listening? How fair is that to the company, who has channels and metrics set up to measure satisfaction?
@griner brought up a good point — that it is probably those social media influencers who are most likely to shout out to followers in hopes that someone hears them. To quote @griner, they seem to shout out: “I mentioned X brand, and X brand did not jump to my demands!”.
Are proactive engagements making us lazy customers?
That's what @griner's comment to you was about “you starting” today. We had a good healthy debate. Thanks for starting it unwittingly. 🙂
I'm glad to read that and the analogy to dogs is priceless. Is there such thing as being too customer-centric, and maybe so much so that it's detrimental to the brand to do so? Can you cater too much to a customer? I think this is what you and Frank probably talked about.
We teach children from a young age that if they want help with something that you ask for it nicely. If my son stands in the kitchen and yells “Dad didn't give me enough juice in my cup”, then I'm very unlikely to give him juice because of it. However, phrase it differently and *direct it through the right channel* by asking in a way that I've requested that he do, then I'm more likely to jump all over the opportunity to help.
Now I know they're not entirely similar — comparing child to customer. However I do think we have to keep our eyes peeled for the possibility that we're training the population to do something that isn't totally reward-worthy.
Thanks for the reply.
Hello My Dear,
Good morning or whatever the weather may be,my name is Blessing I'm tall and nice looking girl i just decided to drop you some words just to say hello and how was today, i will like to known more about you, and also i will like to tell you about me,please i will be very happy if you can reply me so that we can go further to known each other.
thanks I'm waiting for your reply,
yours blessing.
(blessing4love29@yahoo.in)
(Remember the distance or color does not matter but love matters a lot in life)
Hello My Dear,
Good morning or whatever the weather may be,my name is Blessing I'm tall and nice looking girl i just decided to drop you some words just to say hello and how was today, i will like to known more about you, and also i will like to tell you about me,please i will be very happy if you can reply me so that we can go further to known each other.
thanks I'm waiting for your reply,
yours blessing.
(blessing4love29@yahoo.in)
(Remember the distance or color does not matter but love matters a lot in life)
Hello My Dear,
Good morning or whatever the weather may be,my name is Blessing I'm tall and nice looking girl i just decided to drop you some words just to say hello and how was today, i will like to known more about you, and also i will like to tell you about me,please i will be very happy if you can reply me so that we can go further to known each other.
thanks I'm waiting for your reply,
yours blessing.
(blessing4love29@yahoo.in)
(Remember the distance or color does not matter but love matters a lot in life)
Hello My Dear,
Good morning or whatever the weather may be,my name is Blessing I'm tall and nice looking girl i just decided to drop you some words just to say hello and how was today, i will like to known more about you, and also i will like to tell you about me,please i will be very happy if you can reply me so that we can go further to known each other.
thanks I'm waiting for your reply,
yours blessing.
(blessing4love29@yahoo.in)
(Remember the distance or color does not matter but love matters a lot in life)
Hello My Dear,
Good morning or whatever the weather may be,my name is Blessing I'm tall and nice looking girl i just decided to drop you some words just to say hello and how was today, i will like to known more about you, and also i will like to tell you about me,please i will be very happy if you can reply me so that we can go further to known each other.
thanks I'm waiting for your reply,
yours blessing.
(blessing4love29@yahoo.in)
(Remember the distance or color does not matter but love matters a lot in life)
Hello My Dear,
Good morning or whatever the weather may be,my name is Blessing I'm tall and nice looking girl i just decided to drop you some words just to say hello and how was today, i will like to known more about you, and also i will like to tell you about me,please i will be very happy if you can reply me so that we can go further to known each other.
thanks I'm waiting for your reply,
yours blessing.
(blessing4love29@yahoo.in)
(Remember the distance or color does not matter but love matters a lot in life)
Hello My Dear,
Good morning or whatever the weather may be,my name is Blessing I'm tall and nice looking girl i just decided to drop you some words just to say hello and how was today, i will like to known more about you, and also i will like to tell you about me,please i will be very happy if you can reply me so that we can go further to known each other.
thanks I'm waiting for your reply,
yours blessing.
(blessing4love29@yahoo.in)
(Remember the distance or color does not matter but love matters a lot in life)
Hello My Dear,
Good morning or whatever the weather may be,my name is Blessing I'm tall and nice looking girl i just decided to drop you some words just to say hello and how was today, i will like to known more about you, and also i will like to tell you about me,please i will be very happy if you can reply me so that we can go further to known each other.
thanks I'm waiting for your reply,
yours blessing.
(blessing4love29@yahoo.in)
(Remember the distance or color does not matter but love matters a lot in life)
Hello My Dear,
Good morning or whatever the weather may be,my name is Blessing I'm tall and nice looking girl i just decided to drop you some words just to say hello and how was today, i will like to known more about you, and also i will like to tell you about me,please i will be very happy if you can reply me so that we can go further to known each other.
thanks I'm waiting for your reply,
yours blessing.
(blessing4love29@yahoo.in)
(Remember the distance or color does not matter but love matters a lot in life)
Hello My Dear,
Good morning or whatever the weather may be,my name is Blessing I'm tall and nice looking girl i just decided to drop you some words just to say hello and how was today, i will like to known more about you, and also i will like to tell you about me,please i will be very happy if you can reply me so that we can go further to known each other.
thanks I'm waiting for your reply,
yours blessing.
(blessing4love29@yahoo.in)
(Remember the distance or color does not matter but love matters a lot in life)
Agreed – community manager may be the toughest job in any organization – that's why it's critical to get the right person in that role. http://www.standingpr.com/blog/entry/corporate_…
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Hugs all around.
Happy #CMAD! The article is appreciated by Voice123!
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 Happy day to all collegues!