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Crystal Coleman

Recent Posts

How to Manage Your Online Community Without a Full-Time Community Manager

Written by Crystal Coleman on November 17, 2015 at 8:30 AM

In an ideal world, every online community would have a perfectly suited team of community managers working full-time to make the community awesome. Unfortunately, the reality of business needs and priorities often means that communities have to prove their value before upper management will commit to a full-time employee for them. This common situation, in turn, makes it difficult to really focus the time and effort that's needed to get value out of a community. It's a Catch-22.

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Topics: Online Community Management

How to Build Customer Feedback Into Your Product Development Process

Written by Crystal Coleman on November 3, 2015 at 8:30 AM

Consumers are expecting more out of the companies they purchase from and for the most loyal customers, being a part of the product development process is a key want.

While emails and phone calls to customer service teams are still popular, more and more customers are turning to owned or social communities for solutions to their problems and providing feedback on products. A 2013 JD Power survey found that 67% of consumers have used a company's social media site for servicing.

By now, most companies know that engaging and responding to these audiences is necessary in today's marketplace, but what are you doing with all that feedback after you solve a customer's problem? Truly smart companies take the feedback they get from customers and use it to influence their product development process and make the best products for their customers.

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Topics: B2B Communities

How to Crush the First 90 Days Before You Launch an Online Community

Written by Crystal Coleman on October 22, 2015 at 8:30 AM

You've come up with the idea for your branded community. You've gotten the approval and the budget and brought a community manager on board. All the signs are go and it's time to send out a press release and launch your community, right? The short answer is: maybe.

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Topics: Engagement

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