Transcript
Page 1: Building Engaging Facebook Communities

Building Engaging Facebook Communities

Jas Dhaliwal

Head of Communities

@Jas [email protected]

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AVG Confidential 2We Protect UsTM

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 worldwide

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From One To One Million Facebook Fans

Join us at: http://www.facebook.com/avgfree

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Why do you want to build a FB Community?

• Strengthen your brand• CRM• SEO• Ads £$€• Because others do it…• Add value for your customers

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The AVG Social Story

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Com·mu·ni·tynoun, 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.

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Whose Your Audience? - Target Niches

6http://www.flickr.com/photos/29106784@N02/2720676242

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Build A Page People Want to Participate In

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1 Million+

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Recognising and Rewarding Advocates

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Our 4 C’s To Success

Content CommunityCustomer ServiceCollaboration

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AVG’s Four C’s - Content

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• 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

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AVG’s Four C’s - Community

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• 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!

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AVG’s Four C’s – Customer Service

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• 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

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AVG’s Four C’s - Collaboration

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• 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

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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?

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