In this episode of The Community Strategy Podcast, I chat with Piper Wilson. With 15 years of experience in the community industry, Piper is a passionate connector who’s excited about bringing people together and helping them feel like they belong.
Following her experience in the writing community, she has worked as a community manager for several companies. She is now a community professional with Grazitti Interactive, a global provider of SaaS (Software as a Service) and Community Management as a Service that leverages cloud, mobile, and social media technologies to reinvent your business.
Since 2008, Grazitti has been helping companies power their businesses with marketing automation, cloud innovation services, and its enterprise search platform.
As a global consultancy, they have strategic partnerships with technology pioneers like Marketo, Salesforce, Google, Alteryx, Microsoft, Adobe, Lithium, Optimizely, Acquia, Shopify, and Jive. They combine these platforms with our innovative approaches to provide practical, result-oriented solutions to their clients.
In this episode, we discuss:
8:39 We discuss the differences between managing communities that are focused on business-to-consumer (B2C) versus business-to-business (B2B), including the anonymity people can have in a customer-facing environment and how that conversation varies with community members and can range from light conversations to toxic and potentially harmful discussions with members.
12:15 Piper shares her experience in learning how important it is to ask as many questions as possible when starting as a community manager. She shares
17:25 We delve into the world of community platforms, exploring the functionalities and user experiences of popular platforms like Khoros and Vanilla forums. Understanding these platforms is crucial for any community professional, as they can significantly impact how businesses engage with their customers.21:37 Leadership guides a community manager
23:01 It is common for community managers to feel like introverts and how a community can feed our souls as fellow community lovers.
During our session, you can decide whether you want to focus on strategy or implementation as the primary focus. If you have a structure and a plan, we can discuss how to implement that better and improve your process. If you don’t have a structure or a plan, we can work to create a roadmap for the next 30,60 and 90 days.
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