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Customer Communities Posts

10 Steps to Move Your LinkedIn Group to Your Own Private Community Platform

Written by Andy Steggles | on May 24, 2013 at 12:30 PM | 4 minute read

There are many reasons an organization may want to use LinkedIn. Some may prefer this public platform because it's free while other organizations use it just to test the water. But what happens if you're successful? I've provided many good reasons why not to build your community around the LinkedIn brand, but what if it's too late? Let's assume that you've been nurturing your LinkedIn community for a while and have a decent amount of traction. At what point do you pull the plug and move all that engagement over to your own website and, more importantly, how do you do it?

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Topics: Online Community Management, Social Media, Customer Communities, Online Community

3 Insightful Social Customer Service Articles That You May Have Missed

Written by Joshua Paul | on May 20, 2013 at 11:41 AM | 2 minute read

According to Nielsen's 2012 Social Media Report, over 50% of customers use some type of social channel to engage companies to report satisfaction, ask questions, and lodge complaints. One third of consumers prefer social customer service to getting answers by phone.

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Topics: Customer Communities, Online Community

Four Elements of Enterprise Social Networking

Written by Andy Steggles | on April 21, 2013 at 11:00 AM | 3 minute read

Social Networking in the Enterprise

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Topics: Social Media, Customer Communities, Collaboration Tools, Online Community

Why B2B Companies Need Private Online Customer Communities [Example]

Written by Joshua Paul | on March 28, 2013 at 9:55 AM | 5 minute read

I love the marketing software I use! I like their approach, the company's culture, and the solution itself.

However, like all products and services, my marketing software and its provider are not perfect. A recent attempt at sharing a new feature with customers turned into a less than positive exchange.

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Topics: Customer Communities, B2B Communities, Online Community

Online Customer Forums: Are You Prepared for These 7 Types of Questions?

Written by Joshua Paul | on March 21, 2013 at 8:30 AM | 5 minute read

If you have ever worked in a customer-facing role, you know that if something is possible with your product or service, customers will probably bring it up in your online customer forums at some point.

Each type of post or question in your customer forums represents a different persona that your community management team should prepare for. For instance, a post where a new customer introduces themself to the community comes with an entire set of needs, expectations, and next steps which that individual can take, than a discussion started by a veteran customer advocate.

It will improve your customers' experience and save your community management team time to train and prepare for a large portion of the questions that you know will be asked in your discussion forums.

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Topics: Online Community Management, Customer Communities, Customer Engagement, Online Community

The Modern Rules of Customer Relationship Management (CRM)

Written by Joshua Paul | on March 12, 2013 at 10:30 AM | 7 minute read

"It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change." - Charles Darwin

One of the keys to business growth has long been the strength and nature of the relationships an organization builds with its customers. All businesses with customers have customer relationships. They exist whether you like it or not, and whether you are focused on it or not.

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Topics: Online Community Management, Customer Communities, Customer Experience, Online Community

The Risks of Waiting to Build Your Online Customer Community

Written by Joshua Paul | on February 28, 2013 at 10:45 AM | 6 minute read

I get far fewer funny looks than I used to when I give presentations on why customer communities are the future of customer management. It may be because the data is beginning to play this out.

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Topics: Online Community Management, Customer Communities, Customer Engagement, Online Community

12 Roles that Employees Must Play in Your Online Customer Community

Written by Joshua Paul | on February 19, 2013 at 8:41 AM | 5 minute read

It takes a village to keep a customer happy.

Branded customer communities rarely form organically, nor can the operation and success a strategy as central as a private online community ride on the shoulders of one individual. It takes a village of staff members.

When a business uses an online customer community to increase the value of doing business with the company and manage customer relationships, there are many roles that have to be filled to maintain the level of support, engagement, and benefit that your customers and executives expect.

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Topics: Customer Communities, Online Community

How to Sell Your Online Customer Community Strategy to the C-Suite

Written by Joshua Paul | on February 7, 2013 at 8:30 AM | 4 minute read

You've done your research. You've developed a sound plan. Now, you must sell your online customer community strategy to your boss's boss.

Getting a meeting with top-level executives is a great opportunity. While they are very busy people, setting up a block of time to talk to them about your online community strategy is critical to securing funding, solidifying buy-in, and setting expectations for the long haul that is community-building. You need to make sure that you are taking full advantage of it so that it is not a chance wasted.

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Topics: Customer Communities, Online Community Software, Online Community

How to Stay Competitive as Your Industry Goes Social [Social Business Study]

Written by Joshua Paul | on January 25, 2013 at 8:30 AM | 3 minute read

Study: Social Software's Importance in Your Business Will Grow 45% in the Next 3 Years

Executives must walk a tight rope on social software. It is true that there is a lot of hyperbole around social strategies. It is also a reality that businesses which don't embrace online community platforms and other social software will get left behind. Your customers expect to be able to engage you in customer communities. You competitors are rapidly researching and implementing social business strategies as well. Where does that leave your organization?

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Topics: Customer Communities, B2B Communities, Customer Engagement, Online Community

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