#CMAD 2013: Celebrating the People behind Great Brands
Today is Community Manager Appreciation Day, a day launched in 2010 by Altimeter Group's Jeremiah Owyang to "pause, recognize, and celebrate the efforts of community managers around the world to improve customer experiences."
To understand the impact that Community Manager's have on social business efforts, we asked Social Media Directors at some of the leading social brands to tell us "Why your CMs are awesome." Whether recognizing individuals or acknowledging the entire team, respondents made clear that Community Managers are vital to the success of social at the following brands:
"Our community managers are the online pulse of the RadioShack associate, customer, and social follower of RadioShack. Their relentless pursuit to embrace every social interaction has led to numerous opportunities for RadioShack to match the need with the appropriate solution. Their creative thinking to solve complex situations has led to multiple opportunities to be authentic with our fans. They truly spark and manage the conversation of the RadioShack social media community one morsel at a time."- Cosmin Ghiurau, RadioShack
"Whether she's chatting with our community members, live tweeting from corporate events, or training our Customer Service agents to resolve customer issues, Laurie is a leader in community management. Day or night, we know that Laurie has her eye on our social communities and doesn"™t rest easy until every question is answered and all feedback is heard. Thank you, Laurie for all that you do, we"™d be lost without you on our team. Happy Community Manager Appreciation Day!" - Kristen Piquette, Discover
"Our HomeAway Community Managers are awesome for many reasons, but the most important is that they truly care about our customers. They always try to create an environment on our social channels that is not only interesting to our fans, but one that fosters engagement within the community and with our brand. They"™re constantly looking for new ways to feature content in a fun way and work hard to think of new ideas to encourage conversation and keep our content fresh. We want to say a BIG thank you to our Community Managers for all of the great work that they do!"- Jennifer Stafford, HomeAway
"Not only have Facebook fans grown by 2,200 since Paul Berry's arrival to the Coloradoan four months ago, but he's given the Coloradoan a personality and a face on social media. Subscribers and nonsubscribers across Fort Collins are now continually surprised when they get a quick, thoughtful response to their comments and questions."- Rebecca Powell, The Coloradoan
"The No. 1 thing to know about social media in the news industry: It's everybody"™s job. At the Democrat and Chronicle we know that, and we practice that, but we also are thankful to have a social media manager whose primary job is to make sure everyone in the operation knows where we stand, how to get to the next level, and why social media is critical to our success. Cynthia Benjamin has used every tool available to measure performance so that we can advance these tenets. Most recently, Cynthia led an operation-wide Social Media Week during which employees in various departments (News, Sales, Digital, Marketing, etc.) participated in engagement exercises that would move the needle for us in growing audience and growing revenue. Our goal: 100 percent employee participation. The Social Media Week was so successful, employees still are participating in the activities, even after the event has expired. Cynthia has worked tirelessly to bring all employees on board, and she is masterful at demonstrating how teams with diverse backgrounds can connect their individual networks to build community."- Traci Bauer, Rochester Democrat and Chronicle
"IndyStar.com's social media editor, Amy Bartner, rocks because of her relentless passion for all things social. Amy has pushed our newsroom into unchartered social waters with Google+ Hangouts on election night, Storify's on breaking news events and Twitter follower challenges. She has taught us all to embrace the importance of social engagement and self-promotion with patience and enthusiasm. She goes above and beyond for our customers making sure every question or problem is answered or solved. Because of Amy, we are trending at least once a week, we have retained customers and our social landscape is almost double what it was a year ago. Amy Bartner is a social goddess."- Jennifer Imes, Indianapolis Star
Check out our Facebook Page to see the faces behind some of the leading social brands, scroll through the #CMAD hashtag on Twitter today to feel the CM love, and thank the people on the frontlines of your social programs for helping your brand stay social.