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Posts about Customer Success

4 Must-Read Customer Community Books for Social Business Pros

Written by Joshua Paul | on August 25, 2011 at 12:25 PM

With all of the online reading that marketers and customer management professionals do, it is sometimes refreshing to read or listen to an entire book on a topic that covers all the angles, is full of comprehensive tips, and offers practical examples and success stories.

While there are an array of books (many of them are very good) about using social media to build reach and develop a personal brand, many social media books don't cover why and how to build a successful and sustainable online customer community. There is agreement among most public social media professionals on best practices to grow your business. However, most marketing strategy books don't offer in-the-trenches advice for planning and launching an online communities since organizations have wide-ranging customer engagement goals.

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Topics: Customer Success

How to Avoid Violating Customer Communication Preferences

Written by Joshua Paul | on August 23, 2011 at 8:30 AM

I have been getting a lot of positive feedback about our recent post, 10 Things About Building an Online Community That May Surprise You. I have also been getting some questions. One of most important questions has to do with centrally positioning your online customer or member community in your customer communication strategy so that your target audience has to use the community to get valuable information from your organization. Some organizations may even see running their customer communication through their online community as potentially violating their audience's communication preferences.

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Topics: Customer Success

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