By Lauren | May 23, 2014 | 1 Comment
Yesterday marked the second CM1 Conference in Toronto. For those of you that are unaware about this conference, it is hosted by The Tite Group, FITC and DX3. This conference was developed to bring Community Managers together for a full day of presentations and networking. There was about 9 speakers this year, plus one panel of three Community Managers. I would love to write endless amounts of reviews on all of the speakers, but instead I’m going to go through some of the key takeaways from my favourite presentations of the day.
Clarke defined the 10 rules of engagement in his presentation. He stated that these rules are the most effective when worked in conjunction with one another as oppose to separately.
For those of you that are unaware, with the recent sale of ING Direct to Scotiabank, ING had to undergo a re-branding. This presentation when it depth of how ING Direct turned themselves into Tangerine with the help of their current customers and staff. The 3 top takeaways of this presentation were:
Tangerine’s new position to ensure to their customers that they were still the same inside was; “The only thing we’re changing is our name, everything else is just getting better.”
FYI – take a look at the linked slides for this presentation as there’s a lot of great videos that explain the re-brand.
In this presentation Keith broke down how they conquer community management in a business that is so large that one Community Manager is not enough. Here’s his 5 tips to developing a great community management system that can be applied to businesses large or small.
Surprising and Delighting Your Community
Presented by: Mitchell Fawcett, Founder & Agency Director at Motive Communications
This was a particularly interesting presentation as Mitchell took us through ways you can surprise and delight your community by going that extra mile and building even stronger brand advocates. Mitchell took us through ways you could turn a negative into a delight or just add value to your customers and community while emotionally connecting with people.
Mitchell discussed how easy it is to learn more about the people in your community. You can go to someone who “likes” your page on Facebook’s profile and see their likes and interests. Take those likes and interests and find a way to make that customer feel like a rockstar. An example was Edge Shaving Gel and their Solve Irritations campaign. Which basically consumers typed in random irritations they had, and Edge would send solutions via mail for these issues.
Mitchell suggested to prioritize who you can surprise and delight. Look at new customers, loyal customers, customers with past complaints or milestones etc. Target a few people and go out of your way to learn more about them and create an exceptional brand experience.
Many businesses don’t take their time to appreciate the people of their community but it goes a long way.
How to Build a Community with YouTube
Presented by: Bob Cornwall, Brand Activation Lead at Google Canada
Bob offered us ways to really use YouTube to your companies advantage. He went through 5 ways to help build your YouTube community:
Casie is a social media director, speaker, innovator and blogger extraordinaire. She chatted about how to utilize your brand influencers, and online influencers to help improve your brands presence. I found this presentation very interesting as Casie chatted about what it’s like being an influencer for different brands and how brands can benefit from utilizing their influencers. A few key points that stuck with me from Casie’s presentation: