About one in five people actively participate in a social media community, according to a recent Hubspot survey, Ms Wong reported.
She said that with intense competition to be noticed and the fragmentation of social media platforms, these social communities could help turn customers into fans.
To start a social community, begin where your audience is and then work on building a network. Be consistent in responding to comments and questions and find a “rhythm” to posting. Strive for a consistent, authentic voice and post content that is true and aligns with your values.
“If you make a mistake, own it.”
Finally, Ms Wong advised pharmacists to monitor their community to learn from them and use that to inform overall strategy.
“Managing the community can mean the difference between followers and fans.”