Category Archives: Community Management

Flipkart is the most devoted Facebook brand

A kind gesture by Grand Hyatt Goa

Gestures like this to celebrate customer’s happiness go a long way in creating stronger ties and customer loyalty. A cake, cookies and a personalized letter by Grand Hyatt GM made our anniversary special.

Happy customers who get their issue resolved tell about 4-6 people about their experience.White House Office of Consumer Affair.

The monthly regional report for India for April 2014 is out and I was not surprised to see Flipkart topping the charts in the with an impressive response rate of 87% and a response time of 43 minutes on Facebook. Airtel does better in terms of response time, taking only 23 minutes to come back to the customer but with a slightly lower response rate. Here is the complete ‘April 2014 social marketing report india‘ for your consumption. Source:

Big brands pay attention to their users and ensure loyalty is the top priority. In the era of social connectivity, customers can move on quickly, hence brands have to be more vigilant.

Do you feel your brand is doing good enough to be your favorite? Share with us why.



Free whitepaper: Social learning through communities

Is your organization looking gain value from social learning communities, but you’re not sure where to begin? IBM’s Center for Advanced Learning can help you start managing communities using practical tips and “secrets” of IBM’s own successful community managers.

Social Learning

Learning communities have become and imperative in the Learning Ecosystem and I am sharing this whitepaper on Social learning through communities. This brief paper is designed to get started with managing communities and is based on practical tips and ‘secrets’ of IBM’s Center for Advanced Learning’s own successful community managers. It focuses on

1. Social learning: what is it?
2. How to create a successful online community that enables social learning?
3. The community manager’s role
4. How to hire an effective community manager
5. Value Creation of a community
6. Measuring the success of social learning through communities

Please reply to this blog to let me know your thoughts and share your stories on how you manage communities.

Glamourizing your blog with videos

Hi everyone,

vlogI’m Silvia Mihailescu, Khalid’s colleague and friend from IBM, and this is my response to a request of contributing to the super social glamour blog 🙂 There is so much to say about videos, and through my work in Communications I learned that although they can be excellent message carriers, very few people dare to play with videos and especially record themselves.  Sometimes that’s a probably a better choice (kidding…or not) but in some many cases we’re missing a lot by not experimenting with videos.

Hopefully my vlog today will encourage you to be brave and try it at least once.

And don’t worry too much when you try- think of it as an exercise. Look at youtube, not everything has to look great to be consumed and shared by thousands of people,  nobody is expecting you to succeed with your first attempt and you’ll have the chance to practice your storytelling in a new way 🙂

PS: no need to say you need a camera, software etc either- nowadays you can use your smartphone, youtube editor, videolicious and many other free stuff. Really, there is no excuse not to try 🙂 Just remember to have some good natural light around!

Community of divide!

Written last year I guess: A fine Wednesday morning today – got up early and the weather in Bangalore is amazing these days ensuring my love for this city never goes down. With a hot cup of tea and a copy of Times of India, I begin to consume the latest developments in the world.

smallbiz-marketing-bridge-the-divideSuddenly the article Bangaloreans turn to homogeneous lifestyles: Community-Specific Projects Are Latest In Developers’ List began to dis-flavor my beautiful morning. The writer is all gaga over the concept of community-specific societies and buildings citing the benefits of how like-minded people will stay together in harmony and peace and also dwell on their ‘own’ ways of life. A beautiful concept indeed.

But wait a minute – did I read, “Century has launched two community-specific projects, one for the Goud Saraswat Brahmin community, Century Saras, and another for the Air Force, Army and Navy officers, Commanders Vista.” I mean a building baste on our caste/religion/sub-religion system?? What is going on?

Where we struggle to bring communal peace and harmony, these builders are building ‘divides’ and our TOI hails it as a positive trend and also publishes a report acknowledging it. Continue reading

Community Manager – a super powered human being or a sensitive leader?

It can be confusing to comprehend and gauge the needs of a community and what community members want from the community. Community of Practice (CoP) and Community of Interest (CoI) are groups of people joined by a thread of common goal- to develop some skills, a scooter-ride group, ongoing collaboration, or a movie club. And as the groups differ, how would a community manager know what the community needs to sustain or survive.

Community is us!

The community manager might want to have the super powers to know that but this isn’t lotus land. The traditional community manager role focuses on the problems of a community. People might post bad things, conflicts might erupt, responses to the questions asked, providing directions etc.

A community manager should be pro-active than reactive – the approach needs to be a step ahead of the community member. It’s like this, when you invite friends over, do you wait for them to tell you what they want to drink or eat or what music they would like to listen? No, you keep everything preplanned, pre-arranged and table it – but the biggest question is how do you pre-plan?

Read this blog on

Are you the one killing the community?

Who kills a community? A member never does that. A stakeholder will never do that. Is it You? The Community Manager? In fact it is you.

Most of the stale, dead and pale communities have a strong community manager – a personality so strong, it overpowers the community. Like a tough teacher who never lets the students talk no matter what.

In 1999, my score in Mathematics dropped from 92/100 to 29/100 in just six months! Did my teacher ensure I failed? No, she tried to make me understand everything, every day, relentlessly. Then, how?

In her efforts, she never allowed me to grow on my own. She wanted me to succeed and forced me every minute; just like pulling a plant every day to ensure it grows faster. The plant will die. I bet my salary. And I failed! Thank God, those were interim exams.

That is what most of the community managers do. They force the community to grow by adding more and more members every day, without ensuring those who are already there are gaining value. Continue reading

Community Management – 5 tips to make your newsletter a success

Community Management sometimes is confused with power and Community Managers behave like kings and queens – insurmountable by anything or anyone. These communities do have a future – a doomed one. Members start leaving, the relations get bitter and the traffic goes down. But why are we talking about this in the context of a community newsletter?

Don't be a Monkey

Don’t be a Monkey CM

Don’t be a monkey – who snatches everything. Although monkeys have a great sense of community but when it comes to being a Community Manager, ‘don’t be a monkey’.

A community newsletter reflects the tone with which a community is managed and how community members are treated. A community newsletter is like an invitation and reflects the emotion of the sender towards the receiver – an invitation to the learning party by the learning party host (thanks Sarah Siegel for this term, I love it). Let’s look at how to make your community newsletter a success: Continue reading

%d bloggers like this: