Community management requires an adeptness with online tools and a thorough understanding of your brand and the needs of its audience. Since community managers are at the front lines of the brand experience, interacting with users every day, they’re often the first to notice a problem and the first to propose a solution.

 

In this class, we’ll prepare you for a multi-faceted career in community management at a startup, established company, or organization. We’ll review the fundamentals of the role, including how to respond to positive and negative feedback on Twitter an Facebook, how to develop a customer service strategy using case management tools, and how to build loyal brand evangelists. 

 

• Incentivize positive and negative feedback from customers about your product, service, or content
• Engage your audience on social networks like Twitter and Facebook
• Understand the benefits and limitations of customer service management tools including Salesforce, Fogbugz, and Get Satisfaction
• Respond to users by email in a way that’s informative and maintains an authentic voice 
• Build new audiences on Tumblr, Pinterest, and through in-person events

By the end of class, you will have:
An understanding of how to create and maintain connections with your customer base to drive sales and engagement.