Customer to Customer marketing is still new, many are still breaking into this budding industry. That’s why we talked with Justina Fenberg who is a Community Manager at Digital Marketer. Justina herself recently broke into the Community Manager role so we got her take on how she got in. Those who have “Community” in their title come from many places but one place is customer service. Justina was incredible in her role in customer service but found out that the “Community Manager” was a role and realized she could help customers at scale but still in a personalized way. She was then able to find Suzi Nelson who helped her realize she could break into community. Justina’s suggestion was to find a mentor in the space and get to know the community team or even community-minded people at your company. Since she has gotten into the role one of the most powerful things she has found that community can do can turn a negative experience into a positive one. She shared how they had some marketing campaigns that were more general or going to people that it might not have been as relevant for. Being a marketing company the community asked why they didn’t have more segmentation in their emails. Then, a VP at Digital Marketer hopped in to address with honesty and transparency saying that they too are experimenting and learning the community was right in their suggested improvements. This really humanized the company and showed people that everyone has room to improve, Justina saw that people really appreciated the company responded inside the community the way they did. Justina also shared the values that Digital Marketer has as a company and how they shape the community and create a great space for customers to learn. Their first core value is “Loving, Protecting and Respecting the Customer”. That leads to them realizing they needed a space not to sell more but to help, provide value and foster customer to customer connections.
Customer to Customer marketing is still new, many are still breaking into this budding industry. That’s why we talked with Justina Fenberg who is a Community Manager at Digital Marketer. Justina herself recently broke into the Community Manager role so we got her take on how she got in.
Those who have “Community” in their title come from many places but one place is customer service. Justina was incredible in her role in customer service but found out that the “Community Manager” was a role and realized she could help customers at scale but still in a personalized way. She was then able to find Suzi Nelson who helped her realize she could break into community. Justina’s suggestion was to find a mentor in the space and get to know the community team or even community-minded people at your company.
Since she has gotten into the role one of the most powerful things she has found that community can do can turn a negative experience into a positive one. She shared how they had some marketing campaigns that were more general or going to people that it might not have been as relevant for. Being a marketing company the community asked why they didn’t have more segmentation in their emails. Then, a VP at Digital Marketer hopped in to address with honesty and transparency saying that they too are experimenting and learning the community was right in their suggested improvements. This really humanized the company and showed people that everyone has room to improve, Justina saw that people really appreciated the company responded inside the community the way they did.
Justina also shared the values that Digital Marketer has as a company and how they shape the community and create a great space for customers to learn. Their first core value is “Loving, Protecting and Respecting the Customer”. That leads to them realizing they needed a space not to sell more but to help, provide value and foster customer to customer connections.