Smart Social: A Day in the Life of a Community Manager at Discover
As a Social Media Community Manager there's one thing I have come to know for certain: Social Media never sleeps. People are always chatting 24 hours a day, 7 days a week, 365 days a year. For every minute people are chatting, someone needs to be listening. At Discover, that someone is me. This means that when I head home from the office each evening and weekend, Discover's social media remains top of my mind for me.
Nerdy confession: I find myself checking the Discover Facebook and Twitter pages more often than my own personal pages. Some may call this sad, but I just say it's all part of the job description which I've come to greatly appreciate. During the work week, my top priority is monitoring Discover's social community, which includes listening to customers and responding to them in the most meaningful way possible.
The first thing I do when I get to the office each morning is pull up Spredfast on my computer (it's fortunate that I have two computer screens, since once Spredfast goes up, it doesn't come down).
I then start reading through the numerous conversations that occurred overnight and earlier that morning. I immediately look for customer service issues that need to be addressed, and route these appropriately to our customer service experts who can provide the best possible assistance to the consumer.
At Discover, customer service is our top priority and thus it's one of our top social media priorities as well. Our goal is to fully listen to what the consumer is saying and provide a timely, meaningful solution. Throughout the day, we tackle numerous issues and strive for each one to result in an overall positive experience. There's nothing more rewarding than seeing that cheerful, positive "Everything was resolved! Thanks Discover!" follow-up post from a customer on our social media pages.
With the expertise of Discover's (rock star) customer service team on my side, I am able to focus more of my time and attention on building our social community and fostering individual relationships with customers. I look for opportunities to continue conversation with followers who actively engage with our brand. I want them to see that I am a real person just like them and can relate to them on many levels. Just the other day a customer was praising us about an offer we had on Nike.com which she was going to use to buy a new pair of suited-up kicks. I decided to keep the conversation flowing by asking her more about the type of shoe she was considering as well as sharing with her my personal recommendations. We were thus able to have an engaging conversation about her decision.
Seemingly small engagement opportunities like this are what get me excited each and every day and are part of how I measure my success as a Community Manager. Between monitoring and listening, addressing customer service issues, and fostering brand engagement opportunities, the role of the Community Manger is challenging but equally rewarding. I wouldn't change a thing about it!