Turn followers into supporters with these proven community management tips

Written By:Liz Malone-Johnstone

September 27, 2024

Building and nurturing an engaged online community is not just a feel-good activity – it’s good for business. Research shows that active engagement within social media communities can boost brand loyalty, drive customer advocacy, and reduce costs associated with customer service. A recent study from Sprout Social found that 41% of marketers believe active engagement on social platforms fosters deeper connections with consumers, leading to increased brand loyalty and higher customer lifetime value.

Investing in community engagement is also a shrewd strategy while social media ad costs continue to rise. Active, engaged online communities result in increased visibility and organic reach on social media, meaning less reliance on paid advertising.

That’s the job, and we love it.

At StrawberrySocial, our team of community managers specialise in fostering these kinds of engaged online communities through regular interaction, user-generated content, and personalised engagement to create a space where customers feel connected to both your brand and to each other.

Community management tips from StrawberrySocial

So – we’ve established that an engaged community is crucial to an organisation’s success, and ultimately, its bottom line. But what next? Read on for some handpicked practical tips from the community management experts here at StrawberrySocial. These tried-and-tested tactics will help you build and sustain real connections with your audience and help turn casual followers into loyal, passionate supporters.

Establish a consistent and authentic brand voice across all social media channels. Engage with your audience in a genuine manner that aligns with your brand’s personality. We work with Blue Cross and they do this really well – every comment or question from their online community gets a thoughtful response from a real human, and their community is highly engaged as a result. – Liz M
Ensure that anyone fundraising or has been involved in a Facebook challenge, campaign or volunteer for your charity is thanked. They have taken the time to raise funds for your cause. This can often turn into great community engagement and a lifelong supporter. – Dan H
Make sure that the community is heard. They took their time to share a thought/problem/worry with the charity or are supporting. This should be treated with respect and the users should see that we are there. We are not computers, we are human beings reading and responding, taking care of what the community has to say, giving advice or just posting a “Thank you”. – Denise B
Show Your Heart: In your interactions with the community, lead with empathy and compassion. Recognize the challenges people face with genuine understanding, and create a supportive space where they feel heard and valued. It’s not just about the cause you champion, but about the individuals behind it. By showing empathy in your engagement, you can build a deeper sense of community and foster meaningful, lasting connections. Remind others that they are not alone, and together, you can navigate the difficult journey with care and solidarity. – Melinda V
My top recommendation is always going to be… Authenticity. The most important way to grow a community is to show your own authenticity, welcome it from others and praise those that share it themselves. Community is about creating a safe space – whether in the digital world or offline. – Jen P
Embrace Calm: When navigating discussions around sensitive topics within your charity’s community, it’s crucial to maintain a calm and composed demeanour, especially when faced with differing opinions. Understand that diverse perspectives are inevitable, and disagreements may arise. Instead of reacting impulsively, prioritise maintaining a peaceful and respectful environment for dialogue. Listen actively to opposing viewpoints, acknowledging the validity of each person’s experience. Respond thoughtfully and empathetically, avoiding confrontational language or behaviour. By modelling patience and composure, you set a tone of civility and open-mindedness within your community, fostering constructive conversations even amidst disagreement. Remember, staying calm doesn’t mean compromising your values; it’s about approaching challenges with grace and understanding, ultimately strengthening the bonds that unite your community in its shared mission. – Melinda V
Engage in a friendly and supportive manner. Try to give the information the user is looking for in a way that they feel listened to and understood. People feel valued when a large organization takes the time to respond personally. – Marie E
“Smile from the wrists down”: Always remember that emotions can be hard to interpret through text, and what may initially seem argumentative or confrontational might simply be someone seeking understanding. It doesn’t take much to respond with empathy, and that could be what diffuses the situation. – Teri M
Embrace having fun! While rules and regulations are important, don’t forget to prioritise fun and ensure everyone in the community is having a good time.

Foster a welcoming and safe environment. Even harmless arguments or jokes can escalate, potentially making some community members feel uncomfortable or unsafe.

Cultivate trust over time. Though it may not be immediately apparent, consistent moderation and attention to minor details contribute significantly to building a strong, enduring community. – Erik M