The customer journey has long been an integral part of the online community experience. Many – dare I say most? – online communities make “the journey” a key part of their mission, aiding the customer before, during and after the point of purchase or other key decision. Communities are dedicated to helping customers and other stakeholders understand, explore, question and learn about products and services. T
As part of our ongoing interview series, I had a chance to speak with Rahul Sachdev, CEO of Get Satisfaction, about his role, and vision of the future of online communities. He also shared some examples of exciting communities and what they can accomplish when customers and companies work together to solve problems and innovate. Here’s what he had to say…
Your content is well-written and well-produced, engaging, even useful. But is your audience really paying attention? We all know what it’s like when someone won’t stop talking — it’s very hard to stay engaged. Have you tried listening to your audience instead?
The Social Business era has arrived, and with it, individual customers now have a voice. “Listen to me,“ they shout from digital rooftops. “Meet my needs and exceed my expectations,” they demand – online and offline. They’re not passive recipients of products, services and one-way messaging any more. Since the dawn of commerce, businesses have tried to get closer to their customers. That day is here.
56 online community building lessons learned from 20 years experience, by Vanessa DiMauro, CEO Leader Networks.
By Peter Ward and Vanessa DiMauro There’s a cringe-worthy trend emerging around how online community ROI is being articulated which…
What happens behind the scenes of major B2B online communities? How do traditional businesses like manufacturing use online community to advance? As part of our ongoing series of interviews with outstanding B2B online community leadership, we spoke with Jennifer Mitchell, the Lead, Community & Social Business Center of Excellence at Analog Devices, Inc.
Analog Devices, Inc., (ADI: NASDQ), is an American, multinational semiconductor company specializing in data conversion and signal conditioning technology, headquartered in Norwood, Massachusetts. Their revenues top $2.6B.
Just last week, EngineerZone won not one but two premier awards for B2B online community. EngineerZone was awarded the winning entry for the 2013 Forrester Groundswell Award in the category of Social Relationship, Business to Business AND The Society of New Communications Research (SNCR) 2013 Commendation of Excellence in the Online Community Category Corporate Division.
Online communities come in many shapes and sizes, and serve a wide range of needs. Not surprisingly, the performance of an online community will also vary widely. One reason some organizations do not achieve the results they would like from their online community is a mismatch between the style or focus of the community, and the type of interactions between the members and the organization. There are four styles of online communities: Marketing Megaphones, Lead Generators, Customer Hugs and the coveted but often elusive Innovation Center.
Sorry, the party’s over. The days of social media celebration are gone. It’s not as if a random collection of “Likes” and “followers” had any real meaning but, hey, it was fun to watch the cool kids all get drunk at the bar of social media promises.
It’s time to sober up and put the kids to work. Business executives, in the parent role, have arrived on the scene and are calling for more focus on business goals and authentic measures of success. The caretakers are taking a hard line as social business enters young adulthood. So how do the kids win the trust of those parents in the executive suite? Where is the Kevin Bacon for this social media “Footloose” story? Learning to think critically about business concerns and addressing the needs of the business execs is the burning question for today.