Companies could bring in community managers to identify customer needs

New Ideas in MarketingEssential news for marketers, summarised by YouGov
September 10, 2019, 6:00 AM UTC

On the other hand, social media managers can be tasked with generating brand awareness.

This article cautions that “social media manager” and “community manager” roles are not interchangeable. Both roles have independent functions, but a common goal to promote a brand positively.

Social media managers develop content in the brand’s voice to increase brand awareness. They promote events, provide live coverage content, and measure KPIs around reach, engagement and referral traffic. Community managers are brand advocates who build communities by participating in relevant discussions. Also, they provide customer service replies and engage with brand users to identify their needs.

Companies with a marketing need that are strapped for resources and have a smaller volume to manage can hire a social media person. But if the need for customer service and experience is strong, a community person fits the bill.

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