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Community Management: How-to articles covering the latest marketing tactics, tips, and strategies.

Know When Customer Feedback Matters and When You Should Ignore ItLiz Greene
Whether positive or negative, customer feedback provides valuable information to any business. But understanding when to respond to negative comments and when to ignore can be tricky.
Brand Management, Community Management, Customer Behavior, Customer Engagement, Customer Insight, Customer Relationships, Digital Marketing, Social Listening, Social Media
Seven Traits of Successful Community Managers [Infographic]Verónica Jarski
Behind every successful online community is an effective community manager. Use the following criteria to find, recruit, and select the right community managers for your organization.
Career Management, Community, Community Management, Customer Engagement, Management, Social Media
How Creative Collaboration Has Evolved [Infographic]Verónica Jarski
Technological advancements keep making creative collaborations easier and more efficient. Here's a look at the history of creative collaboration and where it's heading.
Community, Community Management, Creativity, Project Management
Community Trolls: Types, Motivations, and SolutionsDan Sullivan
Understanding causation—including the underlying motivation of various troll types—and the impact trolls seek and have on other people, is essential to understanding how best to handle them.
Brand Ambassadors, Brand Loyalty, Community, Community Management, Corporate Communications, Customer Behavior, Customer Communications, Customer Evangelists, Customer Loyalty, Customer Relationships
Four Ways CMOs (and All Marketers) Can Get Closer to the Customer VoiceTyler Douglas
Asking for customer input isn't enough to ensure candid feedback in the post-Snowden era. So how can you make your customers comfortable enough to be honest with you?
Community Management, Content, Customer Engagement, Customer Relationships, Data, Digital Marketing, Writing
Community Managers: Salaries, Skill-Sets, and Experience LevelsAyaz Nanji
Community managers are less technical and more seasoned than is often portrayed, with an average of eight years of work experience and three years of community management experience, according to ...
Community, Community Management, Marketing Operations, Research Summaries
Facebook Graph Search, a Pinterest Campaign, Dropify, and More: This Week in Social Media #SocialSkimAngela Natividad
Facebook's Graph Search tops this week's buzz list. In campaigns, we've got VSP and fashion icon Diane Von Furstenberg's #PinToGiveAndGet (remember Pinterest? It's still hot...). And you'll love this week's ...
Advertising, B2B Marketing, Community, Community Management, Customer Behavior, Demographics, Digital Theory, Facebook, LinkedIn, Mobile Marketing
Online Branded Communities: Best-Practices, Top-Performing Brands and Sectors
Over the past year, America's top brands have made few improvements in how they use online branded communities to reach their customers: A dwindling proportion is using a strategic approach ...
Brand Ambassadors, Community, Community Management, Customer Engagement, Customer Relationships, Research Summaries, Social Media, Word-of-Mouth
For Effective Company Web Events and Presentations, Learn From the PoliticiansEric Vidal
Whether you like politicians or not, you've got to hand it to them: On either side of the aisle, they know how to connect with others and win hearts and ...
Career Management, Community Management, Conferences, Corporate Communications, Management, Tradeshows/Events, Webinars
Social Is Shifting Beyond Marketing
Large US companies are reframing their approach to social media, shifting from social marketing to social business, and that shift is affecting the ownership of social media responsibilities within the ...
Brand Management, Community Management, Customer Loyalty, Customer Relationships, Customer Retention, Digital Theory, Research Summaries, Social Business, Social Media

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Community Management: Podcasts containing in-depth interviews with smart marketers from all walks of life.

Why Brand Communities Are the Future of Marketing: Jordan Kretchmer of Livefyre on Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Jordan Kretchmer, founder and CEO of Livefyre, discusses research on social media trends and Forrester Research's prediction that brand communities will take on greater importance in 2015.
Brand Ambassadors, Brand Loyalty, Brand Management, Community, Community Management, Marketing Smarts, Social Media
From B2C and B2B to H2H (Human to Human): Bryan Kramer Talks to Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
B2B and B2C marketers both need to create marketing communications that speak H2H (human to human). Social strategist and author Bryan Kramer shares a communication framework all marketers can use.
Brand Management, Branding, Community Management, Content Strategy, Corporate Communications, Marketing Smarts, Marketing Strategy, Social Media
Building Your Brand's Community: Dan Sullivan of Crowdly Talks to Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Crowdly founder Dan Sullivan shares insights about community management, brand advocacy, influencer outreach, and the psychology of trolls.
Brand Management, Community, Community Management, Marketing Smarts, Social Media, Word-of-Mouth
Marketing Lessons From Lady Gaga: Author Jackie Huba Talks to Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
Best-selling author and online marketer Jackie Huba shares marketing lessons from her book Monster Loyalty: How Lady Gaga Turns Followers Into Fanatics.
Brand Loyalty, Brand Management, Community Management, Customer Loyalty, Customer Relationships, Customer Retention, Marketing Smarts, Social Media
Social Media and the Future of Publishing: Amy Maniatis of National Geographic Talks to Marketing Smarts [Podcast]by Kerry O'Shea Gorgone
National Geographic has dominated print media for 125 years, and now the organization is staking its claim on social networks and photo-sharing sites. EVP and CMO Amy Maniatis discusses brand management, the power of content, and the importance of emerging ...
Brand Loyalty, Channel Marketing, Chief Marketing Officer, Community Management, Content Marketing, Customer Loyalty, Facebook, Google+, Instagram, Marketing Smarts
Content, Social, Sales, and Community: Highlights From a Year of Marketing Smarts [Podcast]by Matthew Grant
We covered a range of topics on the Marketing Smarts podcast in 2012. In this episode we share some highlights on creating compelling content, allowing social media to humanize your organization, building community, and navigating the sometimes tricky relationship between ...
Community, Community Management, Content, Content Marketing, Customer Relationships, Marketing Smarts, Positioning, Sales, Thought Leadership, Vision Statements
Small Town Rules: Author Becky McCray on Marketing Smarts [Podcast]by Matthew Grant
"There will be times when your income is zero and you just might as well plan for that right now," Becky McCray told me. She is a resident of Hopeton, Oklahoma (population 30), cattle rancher, liquor store owner, and co-author ...
Community, Community Management, Customer Relationships, Local Marketing, Marketing Smarts, Recession, Word-of-Mouth
Nice Companies Make More Money: Andy Sernovitz on Marketing Smarts [Podcast]by Matthew Grant
Getting people to talk about your company in a positive way is far simpler than you think. In the end, it's as obvious as being nice or providing thoughtful customer service. The problem is that many companies fail because they ...
Community Management, Customer Service, Marketing Smarts, Referrals, Word-of-Mouth
If We Humanize Business, Can We Escape the Matrix? Maddie Grant Guests on Marketing Smarts [Podcast]by Matthew Grant
In this week's episode of Marketing Smarts, author Maddie Grant explains why the new world of communication afforded by social media requires that organizations shed their mechanistic perspective—and become more human.
Community Management, Corporate Communications, Management, Marketing Smarts, Social Media
How Community Management Can Help Your Business Grow: Rachel Happe [Podcast]by Matthew Grant
There is no question that communities are going to play a bigger and bigger role in the way we all do business. The question is, Is your company ready for it? Rachel Happe of the Community Roundtable offers insights.
B2B Marketing, Community, Community Management, Marketing Smarts

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