Community Management

Online, community management is more than just responding to reviews and liking some Tweets. It’s about engaging with your brand’s community in authentic and thoughtful ways to build trust and relationships outside of trying to make a sale. It’s very proactive, with knowledge of the industry/product being vital—versus reputation management, which is reactive and can include somewhat “canned” responses. The main difference? With community management, you’re creating conversations versus responding to comments.

According to Hubspot, “Community management is the process of building an authentic community among a business’s customers, employees, and partners through various types of interaction. It’s how a brand uses opportunities (in-person and online) to interact with their audience to create a network in which they can connect, share, and grow.” None of that talked about making large sales. Instead, community management is the place to showcase your brand/product’s humanness and focus on the people. 

*cue the little green men from Toy Story*: “One of us, one of us.” 

Take the Sims 4 community manager, @SimGuruFrost, who posts as a brand ambassador under their own account. They immerse themselves into the community, being an active user themselves. With their game knowledge and passion, they help to develop the community by participating in discussions, interacting with customers, and sharing their experiences as a user. As an active participant in the community versus a “faceless” brand, relationships and trust can form naturally with someone who has the same kind of investment in the community. 


4 Focuses of Digital Community Management


When You Work With Cosmitto 

At Cosmitto, we’ll take a deep dive into your business’ goals and your current strategy to give our best recommendations for your business. It’s not just about creating customers but managing them, which takes time and experience. To hear our insight, give us a call.