Building Engaging Facebook Communities

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Building Engaging Facebook Communities

  1. 1. Building Engaging Facebook CommunitiesJas DhaliwalHead of Communities@JasJasdev.Dhaliwal@AVG.com
  2. 2. About AVG Technologies • One of the original disruptors to provide FREE Anti Virus • We operate a freemium business model • Today we have over 108 million users worldwideWe Protect UsTM AVG Confidential 2
  3. 3. From One To One Million Facebook Fans Join us at: http://www.facebook.com/avgfreeWe Protect UsTM AVG Confidential 3
  4. 4. Why do you want to build a FB Community? • Strengthen your brand • CRM • SEO • Ads £$€ • Because others do it… • Add value for your customersWe Protect UsTM AVG Confidential 4
  5. 5. The AVG Social Story Com·mu·ni·ty noun, plural. 1. A social group of any size whose members reside in a specific locality, and often have a common interest Source: Dictionary.com • Our community allows us to be close to our customers and potential customers • We speak to and engage with them using natural language • We work with them to help us build better products. • Our influencers help with advocacy and help promote us to others. 5We Protect UsTM AVG Confidential 5
  6. 6. Whose Your Audience? - Target Niches http://www.flickr.com/photos/29106784@N02/2720676242 6We Protect UsTM AVG Confidential 6
  7. 7. Build A Page People Want to Participate In 1 Million+ 7We Protect UsTM AVG Confidential 7
  8. 8. Recognising and Rewarding Advocates 8We Protect UsTM AVG Confidential 8
  9. 9. Our 4 C’s To Success Content Community Customer Service CollaborationWe Protect UsTM AVG Confidential 9
  10. 10. AVG’s Four C’s - Content • Share daily blog posts, pictures and videos • Experiment to see what resonates • Curate and share 3rd party sources • Syndicate posts to other social networks • Poll the user community • Be consistent • Measure to see what’s popular 10We Protect UsTM AVG Confidential 10
  11. 11. AVG’s Four C’s - Community • At the heart of everything we do • Voice of the customer • We are continuously listening • Feedback helps us build better products • We recognise and reward our advocates • We Protect Us! 11We Protect UsTM AVG Confidential 11
  12. 12. AVG’s Four C’s – Customer Service • Facebook attracts lots of customer requests • We answer questions on the wall • We guide customers to the support tab • Active group of support volunteers • AVG official support and community support provide key tangible value 12We Protect UsTM AVG Confidential 12
  13. 13. AVG’s Four C’s - Collaboration • AVG’s Social Team is global • We work with all areas of the AVG business • We hire slowly to build the team. • “Passion” – in every action • Deliver Value • Ignite the storytelling process Read my blog post at Geekmarketer - http://dha.li/oneoftheteam 13We Protect UsTM AVG Confidential 13
  14. 14. Tips For Community Building 1. Welcome new members…. Personally 2. Be present yourself - Show the community you are there 3. Publish new content and have a stack ready! 4. Engage heavily in conversations with your new members 5. Use questions/polls to engage with the community 6. Demonstrate Personality – What makes you stand out?We Protect UsTM AVG Confidential 14
  15. 15. We Protect UsTM AVG Confidential 15

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