Why community management ?

November 24, 2019November 28, 20191 Comment

Hi there.

For quite some time, we (Bangwin Consulting) has been pushing forward basic community management concept known as Digital Community Management.

We have also raised the attention with the rise of digitalisation in Indonesia and also disruption economy uplifts a new way of business. We discovered a gap between the understanding of social media management, digital marketing and monetisation.

So why it is so important? What are the real impact from managing your community ? Are there any real example case from famous brands and companies?

Why community management is important to manage your online platform ?

This is why.

Through this post I will share some brands, companies or organisation that has gain benefits since taking care of their community.

Disney+

https://www.ibtimes.co.uk/netflix-rival-disney-has-reportedly-gathered-million-subscribers-even-before-launch-1671128

Disney gathered millions of subscribers even before launch. The company’s own internal forecasts predicted that it will gain 20 to 30 million subscribers by 2024.

A proof how strong a community group of people who believes and loves Disney. Family and fans all around the world has grown to love that magical experience that comes from the stories built in to Disney Parks, Experiences and Products and The Walt Disney Company’s powerful brands and franchises—including Disney, Pixar, Marvel, Star Wars, ESPN, 20th Century Fox, and National Geographic.

Each brands with their channels, by its own, has been consistent being who they are and sharing what they are. But most importantly, Disney understood the importance of managing expectations of viewers and supporters of the brand. Engaging with them non-stop from every channels, feeding them what they want, answering and listening to their needs. Being a part of them as they become a part of Disney.

Now what we know about building relationships that each sides who eventually grown to know and understand each other is definitely not a quick instance. This involves right from the start from building the brand, giving solutions within the experience process including sales and customer service. And remember these efforts must be done online as well as offline.

Bukalapak e-commerce

Bukalapak is a market place. Social Market Place. Bukalapak does not sell things and the performance will be determined by the good experience between buyers and sellers. The business model is to bridge between buyers and sellers at Bukalapak.

Through my interview with Muhammad Fikri, Bukalapak’s former Head of Community management, his words,

“Community Management is an approach. Being at the same level of understanding like being a friend, humanise a brand or a company.

Through a community approach, we can share suggestions and inputs towards both sides. As friends we can share attention to the users and feedbacks to the company. As long as there are no transactional trade involve in the process and just influencing for the betterment of process and in then we could divert the solution to Customer Service for instance.”

“The success factor determine on Community Management would be in overcoming problems and challenges of the company’s face. A militant means “die hard” supporter for the company that open heartedly, without any hesitation or pay and any condition willing to help for the needs of the company. Evangelists. That could be one level indicator success rate on community management.” he added.

To understand more go to his interview here or listen to our conversation through my podcast here.

3. Taylor Swift

My honest point of view, Taylor Swift is the Master of community management. She knows how to manage her community, those audience, fans base, buyers of her music or any products, the supporters, or just simple followers that enthusiastically are very much interested in what she does. She truly born into the leader of her community as she makes people belong together, becoming friends and then best friends.

Taylor listens to her community needs, and from time to time, without any hesitation would directly communicate or act on a personal level especially for the loyal fans. Feeding them exactly what they need. And indeed the perfect exemplar on how to connect activities online and offline.

Here’s some example I’ve gathered.

Taylor hand selected fans to invite to secret album listening sessions. Look at the video to understand what I mean.

Taylor actively interacting with fans online. With an online following of 85.1 million Twitter followers and 123 million Instagram followers, this is a huge in personal interactions. Swift is known for creeping on her fans’ Tumblr, Instagram, and Twitter accounts. In fact, she has done it for so long that she has a personalized term for it: “taylurking”. She ‘likes’ and interacts with posts and will even save her favorite fan photos to her phone. She gets to know her fans on a more personal level through their social media profiles, and she goes out of her way to meet those fans in person. Read more from medium.com article here.

Sightings of Swift’s official account joining livestreams and posting comments like, “Hiiiiiiiii” and “You’re the cutest!!!!!” BuzzFeed collected screenshots, and there’s more captured on message boards and fan Twitter accounts. (If you’re talking to Taylor Swift online, you can also expect to see your username published on BuzzFeed.) . For those who understand what the real meaning of being a part of community would really feel appreciated. These are samples of engagement activities dear friends.

And as result to sales or we say business, Reputation stormed the beaches to the tune of a record-breaking 400,000 pre-orders. (source) In the first week, the album sold 1.22 million copies and is the best-selling album of 2017. Read more on medium.com titled, Lessons from Taylor Swift marketing machine, here.

Another example that I think would also be interesting, is Air BnB.

When you look at Air BnB, you would immediately say, sharing economy. But to whom ?AirBnB brings 2 niche different kinds of people together. 2 different community. The owner and the ones who need to use.

So before I end this post, a question to you my friendly readers.

Would Air BnB become successful without a community approach on managing their customers and consumers ?

Now I cannot say that having community management will be the answer for all your problems. But I hope the above examples would open your mind a little bit. Especially when answering the big WHY.

Next.

WHAT is digital community management ?

Call us.

Tyas is now Partner Consultant and Trainer on Digital and Social Media at Bangwin Consulting, Freelancer, Writer/Blogger, Podcaster. For project enquiries, tyas@bangwinconsulting.com

not one media platform

November 5, 2019November 18, 20191 Comment

Hello again.

To me, social media, just like any other media is simply a platform, a medium, a channel like, TV, radio, newspaper conventionally.

Just like that, we have been aware of the evolution of social media . New media has arise with many form and ways of engaging to the users and rapidly grow into a community that we just had to catch up and join in, evenly.

So as GaryVee would’ve put it, there is no way we can be at the mercy on one platform.

social media can come and go

It’s all business. Whatever the opportunity leads.

Remember yahoo as it was a search engine before google.

Remember when friendster suddenly changed into a game community platform.

Remember when path just like that, sold then change its way.

Things changed. And we are all borrowing their platform. Using it for free. All these time establishing our brand, network, investing content by the mercy of one or some social media platforms. All on borrowed time.

We must however, remember. The active work we have done, developing relatable contents, investing our efforts, time, thinking, energy to create contents for our followers, our community, buyers or supporters, should be the most important value to be protected. These contents should be put together, nurture, planted seed by seed and from time to time be cemented. As it one day should be your media source of whatever you aspire to be. Owned by none other, you. As your own platform. That you of course you managed and control.

2. social media builds cohesive association

On the other hand, we also need to be open toward other media that have a strong community relation with what we are doing. Being relatable with the people who understands and interested to know more. Will have far more attractive result than having to spread any awareness activities to a group of general audience no matter how big they are.

Search for focused group platform, they have the strongest argument will create a much deeper conversation in a regular basis. Search as much channels you can find. Engage as many connection as you can to build your relationship.

So if you want to gain much through social media, you have to build your digital footprints with many channels or social media platforms. And when your in the business to build relation you cannot afford to do it just online.

Care to comment ?

Tyas is now Partner Consultant and Trainer on Digital and Social Media at Bangwin Consulting, Freelancer, Writer/Blogger, Podcaster. For project enquiries, tyas@bangwinconsulting.com

Articulate your digital vision

April 13, 2019April 17, 20191 Comment

When we talk about digital transformation it’s always ongoing with new information, knowledge and experience from all over world and in so many different areas.

And because of that, it is so easy to be confused and get lost. Where to go, what to do, where to start.

According to Brian Solis Altimeter Research, Digital Transformation is a process of many things. Among others, we can start by a process changing mindsets, the understanding on doing new way of business. For starter, how to adapt and give way for a new lifestyle and buying methods. As results, the impact and changes in business processes. The need push forward new technologies and therefore a new investment to improve relevancies for customers and employees to seek the new digital economy that everyone wants.

A good learning, given by Bapak Sakto Wibisono, the former IT Director of Putera Sampoerna Foundation, on one occasion when we were discussing a project . A video of Jeanne W. Ross, Principal Research Scientist, MIT Sloan Center for Information Systems Research (@jrossCISR) on how to articulate your company’s digital vision.

This is so interesting that I just had to share my point of view.

Articulate your digital vision. What does that mean ?

With digital come into place, there are so many changes happening towards the process of what makes a business. We can no longer fit in with business as usual or how we see business the old way.

The understanding of the statement above is that we need to review and redefine the big WHY in doing business with digital comes in the process. To do that there are a few steps we must do.

This to me is also a learning. So sharing how I see it, these are the main highlights.

Understand how technology can change our business opportunities

With so many disruptions of new technology from social to block chain, from analytic to bio metric, then are also cloud and internet of things and so on, we tend to get distracted.

It use to believed that unless you are a well round company with complete functions for each work process, you cannot take advantage with these technology. Not all are important for you and could benefits with the condition of how you process your business now.

We need to understand how these technology can make a change in the business opportunities. How the conversion take place in this moment because by using these technologies.

The key is having not enabling business strategy but identify new way of business through sources of inspiration. Data, access and process are the key inspirations that we can learn to learn how to qualify what becomes the changes of way of business that we can learn.

For example Taxi business vs Uber

Taxi : gives rides
Uber : give rides, who your driver while driving, how much when you arrives and take out all hassles on payment method.
Uber take digital economy because they understood the possibility on digital technology.

Changing the opportunities from our customer value propositions from enabling to inspiring values of propositions. In Uber case, Uber inspire the customer to new value propositions that commonly was customer problems into their solutions. New value propositions become new sources of revenues.

How to learn technology to go beyond who we were.

Digitised is NOT digital.

Digitised makes operational excellence. The transformation was started in the 90s involves instilling integration of system and much more discipline around core transaction and back offices processes. Making more efficient and effective improving the customer experience. The integration are in place.

Are your company digitised yet ? If yes, then your company is ready to go digital. When you are ready then you can then go to the next step, building business innovation by empowering people through projects experiments and execute digital offerings to the customer. Through these projects we can offer to our customer new value propositions and then we learn how to make new revenues streams through new products and services offerings.

Example Amazon,

social technology inspire customer to do books reviews
analytic technology inspires customer to do share testimonials on books
mobile technology inspires customers to do easier buy using shopping cart
AI technology inspires customer to make their lives easier and more accessible

So the steps in articulating your digital vision,

first, learn the technology that can serve your business,
second, digitised your company so that you are wholesome in effective and efficient as an organisation. This means being resourceful in both technology and people. And then,
third, start doing experiments that can deliver new product and services offerings from the new and improved value propositions that manifest opportunities as source of revenues.

So, where are you on your digital journey ?

Tyas is now Partner Consultant and Trainer on Digital and Social Media at Bangwin Consulting, Freelancer, Writer/Blogger, Podcaster. For project enquiries, tyas@bangwinconsulting.com

Bangwin Consulting

February 13, 2019November 28, 201963 Comments

Hello friends.

Bangwin Consulting is a consultancy for online business based in Jakarta, Indonesia.

We enable digital transformation and presence for company and personal.

BangwinConsulting provides a service of consultation for those who wants to start entering the digital world or in progress with undertaking the basic community management concept known as Digital Community Management.

With the rise of digitalisation in Indonesia and also disruption economy that uplift a new way of business we discovered a gap between the understanding of social media management, digital marketing and monetisation.

Understand the importance based on aspects of business it becomes the main reason for Bangwin Consulting and team to take the responsibility thus specialises in the world of internet.

Our Services

Knowledge. Customise syllabus of learning series. As trainer and coordinator for Talk show, Workshop, Training sessions for any corporate or group on digital & social media.
Project-Based Digital Transformation. A partner for your online business transformation.
Resource Management. Partner with other experts and support in digital headcount.

Founder dan Principle Consultant, Abang Edwin Syarif Agustin, known as Bangwin, started learning the internet since 1994. He is an influencer blogger/writer also vlogger, podcaster and also keynote speaker. Bangwin helps leading brands, companies big and small, communities, personal, and startups develop digital transformation for their business or a personal brand.

Partner Consultant, Tyas Handayani. A marketer background in communication, advertising, branding, e-commerce and social organisation. Experience in leading digital transformation and change management for corporation as well as social organisation. Tyas is also is a blogger/writer whose passionate in sharing knowledge. She has expand and built a new Podcast series that she named, Mindshift.

For project enquiries : tyas@bangwinconsulting.com or bangwin@bangwinconsulting.com

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Tyas Handayani

I only talk about what I believe in

Tag: digital business