With the ever-changing trends in the industry, it can be difficult to know what’s going to happen in the future around community management.
Will there be communities solely run by AI...? will communities held in virtual spaces be the norm...? What will NFT’s actually do for community other than appearing to be a waste of money?
With so many questions running through our heads as community managers, it’s important to be aware of the latest trends and developments so that you can stay ahead of the competition.
In this article, we’ll take a look at the top community management trends of 2023, including AI augmentation, community-led growth, automation, video-based community management, gamification, and the emergence of high-quality niche online communities.
The Need for Community Management
As the world shifts to becoming increasingly digital (Thanks to the pandemic for accelerating this growth), businesses have had to change how they interact with their customers.
Gone are the days of traditional customer service and support, replaced with an entirely new approach to customer engagement... community management.
Community management can be created and managed in a variety of ways, such as email marketing, forums, using apps like Slack or Discord, or even dedicated community platforms in which usage has grown in recent years.
Platforms like Ugenie, Mighty Networks etc. make it easy for businesses to have an owned community rather than relying on third-party platforms like social.
In essence, community management is about fostering relationships with customers and getting them to interact with each other, building trust and loyalty.
The benefits of community management are clear: it helps companies build deeper relationships with their customers, understand their needs and gain their loyalty.
With this in mind, it’s no surprise that more and more businesses are turning to community management to stay competitive in today’s digital landscape.
What is Community Management?
Community management involves the creation and nurturing of relationships with current and potential new customers. Activities to do so may include moderating conversations, responding to customer inquiries, creating content and engaging with customers on social media or dedicated platforms.
To be successful in community management, it’s important to understand the needs of your customers and develop a strategy to meet them. This could include creating content that is relevant to your customer base, responding to customer inquiries in a timely manner and engaging with them on social media.
It’s also important to be aware of the latest trends and developments in the industry so that you can stay ahead of the competition.
Top Community Management Trends of 2023
As technology continues to evolve at a rapid rate and the workplace shifts from office-based to remote or hybrid, it is evident that the coming years will be markedly different from those of the past.
Here are the top community management trends of 2023 that we think you should be aware of:
1. Why AI is Strengthening, Not Replacing, Human Managers
With the launch of ChatGPT and the hype that followed, it’s clear that one of the biggest trends to look out for in community management for 2023, is the use of artificial intelligence (AI) to augment, rather than replace, community managers.
AI can be used to automate tedious tasks, such as moderating conversations and responding to customer inquiries; this would then free up the time for community managers to focus on more strategic tasks. With this in place, it could lead to an overall more efficient customer experience. AI can also be used to analyse customer data and provide insights that can be used to improve customer experience.
AI is gaining huge traction in the industry - OpenAI gained one million users in one week! - and it is expected to continue rapidly in the coming years. As the capabilities of Artificial Intelligence (AI) technology increase, many companies are exploring ways to leverage it to improve their output, allowing community managers to focus on more essential tasks.
If I was you, I’d start learning how to improve my community using AI.
2. Community-led growth becomes core to more businesses
It is anticipated that in 2023, businesses will increasingly focus on customer-centric growth strategies. This approach involves leveraging customer feedback and insights to drive growth.
Rather than relying exclusively on marketing campaigns, businesses are seeking the input of their customers to identify new opportunities and develop effective strategies.
This approach is expected to become increasingly popular in the coming years, as businesses recognise the power of customer feedback and insights in driving growth.
3. The Emergence of Video-Based Community Management
Video is becoming an increasingly popular channel for customer engagement. Companies are recognising the power of video to capture customer attention and are investing in video-based community management tools and strategies.
Video-based community management involves using video to engage with customers, such as through live streaming, webinars and tutorials. It’s an effective way to connect with customers and foster relationships.
4. Gamification of Community Management
Another trend that is gaining traction in the industry is the use of gamification to engage customers and foster relationships. Gamification involves using game-like elements, such as points, badges, and leaderboards to motivate customers and encourage engagement.
According to Finances Online, the growth rates of game-based learning in western Europe have increased by a massive 47% since 2019.
This trend is expected to become even more popular in 2023, as companies recognise the power of gamification to engage customers and drive growth.
5. Increase in niche high-quality online communities
In 2023, we can expect to see a shift away from generic, large-scale online communities to more niche, high-quality ones. This shift is being driven by a desire for more meaningful and engaging experiences, as well as a recognition of the importance of customer feedback and insights in driving growth.
Niche online communities are also beneficial for businesses, as they provide a more targeted and personalised experience for customers. This can help businesses build deeper relationships with their customers and foster loyalty.
6. Mediocre communities fall behind
As more businesses focus on creating high-quality, engaging online communities, we can expect to see a decline in the number of mediocre communities. This is because customers are becoming more discerning and are looking for more meaningful experiences.
As such, businesses that fail to invest in creating engaging online communities are likely to fall behind in the coming years.
Tips for Implementing Community Management Strategies
Now that we’ve looked at the top community management trends of 2023, let’s take a look at some tips for implementing them in your organization:
- Make sure to invest in the right tools and technologies to support your community management efforts. This could include AI tools to automate tedious tasks, video-based community management tools, and other technologies.
- Listen to your customers and use their feedback and insights to inform your strategies. This will help you create more meaningful and engaging experiences for your customers and reduce any potential negative sentiments.
- Invest in creating high-quality, engaging online communities. This will help you build deeper relationships with your customers and foster loyalty.
- Don’t forget about traditional customer service and support. While community management is important, it’s not a replacement for traditional customer service and support.
- Use gamification to engage customers and encourage engagement. This can be a powerful tool for driving growth.
As the world continues to become increasingly digital, it’s important for businesses to stay on top of the latest trends and developments in community management. By understanding the top community management trends of 2023, you can stay ahead of the competition and create more meaningful and engaging experiences for your customers.
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