Being the host of your brand’s Advocate Community is like being the host of a party. (In this case, your "guests" are hundreds to thousands of your brand's most loyal, enthusiastic Advocates.)
So how can you be a great host of your Advocate community? Glad you asked!
Introduce yourself. You can do this with a pinned post. You should also make sure to fill out your profile card completely including uploading your profile photo. Tell your guests about yourself. And, of course, make sure to say why you’re passionate about your brand.
Check in on your guests often. A good party host checks in with guests to make sure they’re enjoying themselves. You should log onto your Advocate community at least twice a day to see what’s happening. BTW, hosting an Advocate community can be pretty addictive. You may find yourself logging on several times each day.
Like members’ posts. You should like just about every post on the community by clicking on the heart logo. By doing this, you’re acknowledging and encouraging members. Do this at least once daily.
Comment on their posts. A good party host participates in conversations and compliments guests. You should do the same. Here are a couple examples:
“Debbie, that’s a great post! Love it!”
“Nate, what an awesome post. Keep up the good work!”
Ask questions. Encourage discussions and interactions by posting questions in response to members’ posts. Here are a couple examples:
- “Terry, that’s a really beautiful photo you posted. Where did you you take it?”
“Shailesh, those pics of your latest meals you created look amazing. What inspires you to cook?"
Notice that in the above examples, members are addressed by their names (or screen names.) Helps make it personal.
Use a conversational tone that reflects your brand's positioning. When commenting on members' posts -- or creating posts yourself -- don't come across as stiff or too formal. A good party host is relaxed, friendly, warm, and welcoming. So too with a good Advocate community host.
Respond quickly to any problems. Ever have a guest spill a drink at your party? You probably grabbed the paper towels and quickly rushed to their aid.
Same thing with your Advocate community. Whenever members post that that they’re having problems (e.g., they completed a challenge but didn’t get their points; they’re having product problems, etc.) respond ASAP. Either fix the problem or let them know you’ve reported the problem. Invite them to contact you directly via email if the problem isn’t solved.
Here's to hosting a successful Advocate party! Cheers!