There are two phrases that absolutely everyone working in a customer-centric role should be using regularly. Those two phrases are simple: ‘I’m sorry’ and ‘Thank you’.
Audience: CMs, CS, or anyone interacting with customers and/or the general public
I was recently asked for advice on what a company could do to make the lives of their Community Managers better. While I absolutely cannot claim to speak for everyone, I’ve put together a quick list of the top 5 considerations I think would provide significant value when thinking about and supporting your community team.
#1: Company Values
Have a strong, public list of company values, and reinforce those through public actions. I always appreciated a previous company that I worked for that made it very clear that they participate in pride parade, and that anyone who enjoyed their games was welcome. Making that public, making it clear that this was a company that supported diversity and wasn’t okay with bullying, etc was HUGE.
A quick tip on starting a tweet with an @:
If you begin a tweet with an @, only people who follow both you AND the account you’re mentioning will be able to see it in their feed.
Example:
@GameDevsofWelly This tweet can only be viewed by those that follow both myself, and the GameDevsofWelly account.
— Tara J. Brannigan (@kindofstrange) August 22, 2015
If you want your tweet to be seen by everyone that follows your account, just make sure that you include something prior to the @. This can be anything from an intro word such as ‘Hey @account’, or if you’re short on space, a simple . Example:
.@GameDevsofWelly This tweet can be viewed by anyone that follows me, regardless of whether or not they follow GameDevsofWelly — Tara J. Brannigan (@kindofstrange) August 22, 2015
Simple, no?
Just remember: If you want everyone to see your tweet, make sure to include something prior to the @!
Also, thank you to the Game Developers of Wellington (@GameDevsofWelly) for allowing me to use their account in this example.