Category Archives: Community Building

How to Deploy Friends and Family as Your Kickstart Army

It’s a no-brainer: the community of friends and colleagues you’ve built over your life and career is your #1 asset when launching a Kickstarter campaign. But just because it’s logical, doesn’t make it easy.

Anyone who’s ever actually run a crowdfunding campaign knows: a network is only as valuable as your ability to leverage it when you need it most. And that’s much easier said than done. Continue reading

How an Engaged Customer Community Can Help You Communicate Big Changes

Recently, one of our customers made a difficult change to their business model. Despite being strategically sound, the transition drew criticism from both customers and industry observers, whose comments made their way into industry blogs and news sites.

Sounds like a bad situation. It could have been, but this company had built a strong community of engaged customers through its forums, blog and social media. Continue reading

Two Heads are Better Than One: How Collaborative Customer Service Works

When it comes to online customer service, those of us who focus almost exclusively on forum-based solutions can learn a thing or two from our brothers and sisters in the call center.

In a recent study, Gartner surveyed 7,500 customer service representatives from 38 different companies to get a sense of the current climate in call-center operations. Continue reading

Community Managers: Chatbots will make your life easier. Here’s how.

Community Managers are the swiss army knives of digital customer communications:

  • Answer this question here
  • Connect a customer with that resource over there
  • Develop a strategic relationship with an influencer
  • Write an article for the company website
  • Post a funny, clever, relevant meme on Facebook

Some of these tasks are simply procedural; they involve little more than processing what someone said and then connecting them with the information they need. Even R2D2 could handle that just fine. Continue reading