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Social Media Manager
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June 18, 2024 12:32 am
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9 min read
Social Media Manager – As more consumers prefer to use online communication channels, it is critical to focus on those who may be best equipped to handle these valuable relationships. Social media is marketing, public relations, sales and customer service all rolled into one. Every social media manager needs specific, unique skills to ensure that a marketer’s digital reputation is protected.
This is not an easy answer. After all, their job responsibilities cover so many different aspects of visibility into the customer journey.
Social Media Manager
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Customer experience is the sum of all brand experiences that include the customer’s behaviors, attitudes, and emotions toward the brand. Smart strategies are a must to navigate the nuances of any online property, and this is no chore
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It is surprising to know that many organizations do not pay much attention to their social media manager position. Some have not even appointed someone to manage all components of their online marketing, leaving their digital reputation vulnerable.
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Don’t fall into the trap of thinking your digital reputation is “just fine” without your attention. You will be restored to the belief that there is no need to spend money to protect your reputation.
Without this position, how will you know your marketing is working? How will you determine ROI (return on investment)?
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Conversations about your organization should be tracked and managed accordingly. Someone must be sure that they are legitimate, informed and reflect the true customer experience. Leaving your devices with an inexperienced team or individual is dangerous and leads to lost sales.
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If I’ve done my job, I’ve convinced you to hire someone to monitor your online assets. Before deciding who they will be, it is very important to determine the ideal skills they should possess.
Personally, she/he should be a regular user of social media and be well engaged in the social environment.
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She/he should know how to tell a story well. If they have a blog or write for online media, check out what they wrote. This is a great way to observe their skills and decide if their personal brand matches the company’s criteria.
Skills Every Social Media Manager Must Have
Social media is equal parts marketing, branding, sales, PR/crisis management, reputation building and data analysis. It’s hard to find ONE person to manage it all, so it’s essential to have a clear understanding of how all the pieces fit together.
I can’t tell you how many employees I’ve met who were in charge of social media for a company that has ZERO branding and marketing experience.
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Social media is simply the channel(s) through which to engage customers, deliver key messages that address their needs, concerns, and issues, and guide them toward a purchase decision. The experience level of your social media manager is evident in your message and its results.
Focus is quickly becoming an essential marketing skill. Among the many distractions social media managers face, the ability to focus becomes increasingly difficult.
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We’ve lost focus on social media, making disruption an art and a science. The very environment we work in has provided so many distractions that keeping up with what we were doing 15 minutes ago becomes an overwhelming task.
From meetings to conference calls, compliance training, managing social communities and reviewing analytics, the sheer number of interruptions causes a loss of focus.
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It takes a concerted effort to manage our time and protect our ability to focus, and it’s one of the most underrated skills needed to be a successful social media manager.
A social media manager must have the ability to maintain perspective and, above all, not take things personally. I often refer back to Don Miguel Ruiz’s Four Agreements. Number 2 is
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Don’t take anything personally. Others do nothing for you. What others say and do is a projection of their own reality. If you are immune to the thoughts and actions of others, you will not be the victim of unnecessary suffering.
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Unnecessary suffering? Yes, who needs it! When you are not busy with other people’s “stuff”, you can control your emotions.
A social media manager’s ability to understand and manage their own emotions supports a healthy online brand community.
Simply put, empathy is the best way to show your customers that you really care. And while it may not always be possible to solve a customer’s problem, showing empathy helps customers feel that their problems matter. This shows that your company values them.
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Putting yourself in the shoes of your customers helps a lot in understanding their needs and meeting them accordingly.
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In tense crisis situations, when the audience is watching, the social media manager may not always be able to find a solution, but he can always show compassion.
Empathy is also essential to creating high-quality social media content, including promotional copy. Content hits the mark when the customer is left thinking, “Wow, that was meant for me!” Empathy is what enables a social media manager to create content like this.
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Impatience not only hinders our ability to enjoy life, it also makes us worse at doing hard things (like being an awesome social media manager).
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Social Media Management Skills You Should Have In 2024
Understanding the addictive nature of anger, irritation, and resentment helps you prepare for crisis situations. The more people experience these emotions, the more likely they are to continue experiencing them. As you learn more about these emotions, your patience will become stronger and you will be able to handle even the most intense situations.
When a potential customer walks into a business, they expect (often subconsciously) correct grammar, spelling and punctuation. It’s easy to forget, so don’t do it.
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User-generated content (content created by customers and influencers, such as online reviews) is a representative impression of another buyer. Potential customers study reviews to learn about the business, and your responses to your reviews feed into their research.
Poorly written responses to reviews or corporate speeches that sound like a robot negatively affect a company’s digital reputation. They can damage any goodwill you’ve earned because you don’t seem to care. 7. Ability to recognize potential customers
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How To Choose A Social Media Manager
Social media, including online review sites, are places where people share their experiences and opinions. Questions are often asked during such
conversations.
The social media manager’s job is to recognize these questions as an opportunity to bring the customer closer. She/he must be able to differentiate between a potential customer and treat each one as if the person were physically in front of them.
Pro tip: Answer the prospect’s question, then ask another leading question to help them think through their decision and move them toward a sale. These are the principles of consultative selling, but for the buyer it is propaganda.
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Let me preface this by saying that humor is not for the faint of heart. Humor on social media is only for those who know how to use it. By overcome, I mean a reasonable person will laugh or find humor in your content.
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I included a sense of humor in my list because you don’t have to be funny to have a sense of humor. I have many friends who can’t tell jokes or write funny posts, but they laugh at funny things.
Laughter is a universal means of communication. Humor humanizes the brand. In social media (and all marketing) people will pay big bucks to bridge the gap between people, so if you can manage that successfully, humor reigns.
While the candidate has automotive retail experience, it is not a requirement. A performance review and a fascinating journey into the company culture will go a long way. In addition, the training gives the automotive social media manager a distinct advantage.
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Also, with a high empathy quotient, she/he can quickly understand how the industry works.
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This goes under the heading of “customer service” but I wanted to bring it up because our culture has become less patient and that fact creates more conflict. As more people choose to communicate online, the need for great online customer interactions grows.
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Incendiary remarks and behavior do no one any good. A social media manager can often work alone without supervision, so a calm approach to any conversation, including conflict resolution, should be in their booth.
An authorized social media manager takes charge and becomes responsible for reviewing each issue. Empowered, they can escalate the issue, contact the players involved, and respond to the customer in a timely and respectful manner.
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Every retailer needs to develop and implement a smart social media strategy to manage and protect their digital reputation by selecting the right person with the right skills to support it.
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Social Media Manager Job
This book will take you from understanding the basics of AI to harnessing its transformative power in dealership operations, including finance! Are you interested in working remotely on social media? It’s a smart move, especially in today’s job market, where audience understanding and digital skills are highly valued. The demand for qualified social media professionals is increasing as different social media jobs suit different talents and interests.
This guide is designed to help
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