Tag Archives: community management

10 Ways to Measure the Success of your Customer Advisory Board Program

10 Ways to Measure the Success of your Customer Advisory Board Program

You've hosted your initial customer advisory board (CAB) meeting, followed up by sending the important materials to members, and kept your program going in-between meetings by hosting interim strategy calls  — what's next?   You’re now ready for the final step in your CAB program — measuring your success.

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Why B2B Firms Should Build a Brand Community in Each Customer Organization

Why B2B Firms Should Build a Brand Community in Each Customer Organization

For B2B companies, building a brand community is essential. By turning customers into brand ambassadors, B2B companies can both expand their market reach and build up their bases of super users. From an ROI standpoint, such investments are no-brainers.

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Gamification in Community Building: When Does it Work?

Gamification in Community Building: When Does it Work?

Social gamification may help prod people to engage in your community or collaborative effort, but can it actually help build a sense of community? This is an urgent question to ask. It’s urgent because today’s largest social media platforms are under scrutiny for being purposely addictive and playing on people’s

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Mapping Employee Experience Stages to Your Technology Landscape

Mapping Employee Experience Stages to Your Technology Landscape

For years now the theory has been that empowered and engaged employees will provide a great customer experience, time after time. No doubt hundreds of thousands of words have been written by far more qualified people than I on how to enable that empowerment and facilitate that user engagement.

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Employee Experience Isn’t About Mapping Journeys, It’s About Bridging Organizational Tribes

Employee Experience Isn't About Mapping Journeys, It's About Bridging Organizational Tribes

Talking about employee engagement as it relates to customer engagement is all the rage these days. The idea being that happy employees equal happy customers. And along the way, some hijacked the “Customer Journey” terminology to speak of “Employee Journeys,” with the inference that a happy employee journey  — typically defined

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Can Harley-Davidson’s Community Revitalize the Brand Yet Again?

Can Harley-Davidson's Community Revitalize the Brand Yet Again?

Back in the 1980s, amidst a declining American economy and increasing competition from foreign manufacturers, Harley-Davidson Motorcycles made history. Paired with several other key initiatives, it launched one of the first official brand communities, connecting its customers to one another. That is how Harley Owner’s Groups (H.O.G.

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Advocacy vs. Community: What’s the Difference?

Advocacy vs. Community: What's the Difference?

In the last few years, I've heard the terms advocate and community thrown about almost interchangeably. Most commonly, the term “ambassador” is smacked on top of a thinly veiled affiliate program to describe a supposed “community” of people marketing on behalf of a brand. Confusion abounds.

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Don’t Base Your Brand Community on Hope: Research Matters

Don't Base Your Brand Community on Hope: Research Matters

There are two ways to build a brand community: ask for budget, cross your fingers and hope you’re gathering the right people in the right way; or research potential and existing members and leaders in your organization to find out exactly how a community can best serve the needs of

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