Online Customer Communities that Connect and Thrive: Creating the Right Mix of Purpose, Passion, People, and Platforms
Every company wants to be more connected to its customers and prospects, and Web 2.0 is opening up vast possibilities to do so through online customer communities.
In this high-energy, highly interactive workshop we’ll explore what attracts people to a community, elements needed for a community to gel and thrive, the fine line between community facilitation and management, how to measure progress and success, and how to use insights from the community to inform key business functions like sales, service, product development, and public relations.
We’ll also go behind the scenes of successful communities to see what makes them tick. And we’ll share the results of a new industry study of 150 companies who are successfully using communities. Be ready to move, to think, to share, and to get out of the usual communications and social media boxes
You’ll come away with:
Understanding of the five key guiding principles of successful communities and how to overcome the three most common obstacles
How to create and facilitate a community environment that fosters participation and conversations
Techniques on gleaning strategic insights from the community to shape and inform key business functions like sales, product development, customer service
Insights, based on a new industry study, on how to measure community effectiveness that go way beyond visitors and clicks
Beware the technology: 10 questions to use in evaluating community technology platforms
How to get started
For marketers interested in learning how to develop and manage online customer communities to advance business goals like customer insights, product innovation, customer advocacy, CRM, and reputation management.
comments
I was very impressed and so was my client who we brought along. Thank you so much for the excellent presentation and workshop activities!
Great session; a lot of fun. I always get the most out of sessions like this when the users participate and contribute rather than just listen - I guess sort of like Web 2.0.
I enjoyed the session; the interaction with other attendees was a great ice-breaker and really helped us to "experience" the topic.
was pretty good start. I like the effort of getting people to work together
I wasn't sure how to choose a 9AM session well, but going with "community" is like going for morning caffeine. Both Lois and Francios were excellent presenters, but beyond that the format of interactivity and teamwork in groups - paired with two solid 20-min presentations made for a truly valuable experience. This session also set the tone for me as I made a series of contacts immediately, and shortly thereafter a few of those contacts became friends. Great resources that I'm still studying and learning from. Well done on all levels. Turn it over to the community and great things happen.
Excellent session... we got to see first hand and by example how communities will organize themselves if given the right tools and the right motivation.
Great way to start web2.0. Collaboration and adaptation were key in the exercises in this session. Thanks to Lois and Francois!
This was a great session. I really enjoyed the small group activities and brainstorming. It was fun!
Yes, this was a very good interactive session with lots of useful information.
The presenters shared both tactical solutions and longer term strategies. A good model for other sessions to learn from.
This was fun and interactive. A great way to start off the conference and also helped me to think about the "tribalism" aspects of the web more deeply.