Gone Remote: Staying Connected with Customers and Communities

Social media was built for people to be, well… social!

Before Facebook was Myspace, and before Myspace was AIM, and so on ad infinitum. People have always needed to connect with each other—they’ve always needed a tribe.

Today’s digital social giants tapped into this need and are so successful they’ve spawned communities within communities, tools to help manage communities, and life-long relationships.

But maintaining that connection doesn’t just happen. There is a lot of work involved to allow people to feel safe, feel they’re listened to, and feel the desire (or even need) to come back for more.

The one thing keeping this social ecosystem alive is people. That’s why it’s always been a challenge for companies to find a voice and maintain authenticity. When organizations engage on a social platform as an entity, not a person, the tone and conversations shift dramatically, and often for the worse.

People see the organization. They don’t see the person who is communicating on the organization’s behalf.

In this episode of Gone Remote, we asked four community and social media experts to share how they’ve built an authentic voice as an organization, helped their community connect on a deeper level, and how they’ve stayed positive through it all.

Listen or watch Monina Wagner, social media and community manager at content marketing institute, Kevan Lee, VP of marketing at Buffer, Neal Schaffer, president of PDCA Social, and Martin Lieberman, director of content marketing at The RepTrak Company, break down their principles of community connection.

And don’t miss next week’s episode, Customer Success Challenges and Wins.

Do you have any additional tips, tricks, or ideas you’d like to share? Reach out to @TrustValidity to let us know what you think!

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