In honor of Community Manager Appreciation Day (January 25th), we have started a new blog post series – the Community Manager Spotlight. On the 25th of every month, we will be highlighting one of our very own FUEL CYCLE Client Success team members. Their expert insights can be used to learn a little more about what it takes to run a successful online community.
This week we are highlighting Zoë Rose, Sr. Research Associate at FUEL CYCLE. Check out her interview below:
What is your name & job title?
Zoë Rose, Sr. Research Associate
What is your favorite thing about your job?
Collaborating with cross functional teams to find the best creative solutions – for our clients’ business needs, and for our own company’s goals
How would you describe yourself in 3 words?
Optimistic, curious, and creative
What’s your favorite brand and why?
Lush (www.lush.com) because their fresh handmade cosmetics just make you feel good! Their brand identity is cheeky, colorful, and kind. Their business model is evolved and environmentally responsible. And they’re a Canadian company – bonus points!
What does community mean to you?
To me, community means “care.” On the ground, and online, a community is a space where people come together to feel a sense of camaraderie and security. Members of a community always share something – location, career, interest, or identity – and the health of any community rides on the mutual care and respect of the individuals who make it up. In our world of online communities, brands have the power to show care for their consumer by listening to the “voice of the consumer.” The consumer expresses care for the brand by offering feedback which guides business decisions to improve user experience and ultimately increase ROI.
What is your #1 tip for other CS teams?
Member experience must come first. Whether it’s navigating the community platform, participating in engagement activities, or taking a survey, a positive member experience is the key to maintaining community health and opening the channels for valuable feedback and therefore, rich insight.
Want to learn more about how online communities can benefit your brand? Request a demo today!