If you’re involved in community building, it’s no surprise to you that while it’s rewarding, it’s also incredibly difficult. As CodeNewbie Founder and CEO, Saron Yitbarek said in a recent interview,

Community building is hard. It can look warm & fuzzy from outside, but you're taking on a lot of emotional labor & there's invisible work that no one will ever see. It's ok to be frustrated, fed up, & lonely sometimes. Find those who understand.

Customer experience, also commonly referred to as CX, simply refers to the experience that a customer has with a business. It’s basically the impression that a customer has about your company based on their interaction history with you, and reflects how the customer perceives your company.

But let’s be clear: there is a difference between customer experience and customer service. While you can certainly make a connection between the two, they are both different.

Moderation is a tricky business. Why?

Well, firstly because doing it well requires excellent judgment and social intuition.

Second, being a moderator seems to be wildly appealing to people who lack either of those traits.

Disagree? Pick a bad forum anywhere on the internet and somewhere along the line you’re likely to find moderators who are either apathetic, incompetent, bullies or all of the above.

You spend a ton of time brainstorming a great angle, recruiting your early members to join and seeding the community with helpful content and conversations.

Your community is steadily growing. Members are referring their friends, and even strangers are hearing about it. That’s great until you realize that all of these new members don’t know the story and mission behind your community.

What would compel any rational person to spend their free time answering tech support questions for free?