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SlideShare utilise les cookies pour améliorer les fonctionnalités et les performances, et également pour vous montrer des publicités pertinentes. Si vous continuez à naviguer sur ce site, vous acceptez l’utilisation de cookies. Consultez notre Politique de confidentialité et nos Conditions d’utilisation pour en savoir plus.
What does it meeeannn?? We
mean that you have a core set of values or even just one core value or mission that your whole company is bought in on and that you embody so fully it emanates out to your customers. Its the thing that makes you not just another widget creator or bag seller or software company or service provider. Its your reason for existence beyond just making money. Its from companies like this that communities emerge or are at least more easily created.Friday, March 4, 2011
Embody If knowing is half
the battle, If knowing is half the battle, then the other half is embodying your special purpose. It starts at the very top, the CEO embodies the companies special purpose and every employee is empowered to do their jobs in a way that supports this. Now you know and knowing is half the battle...Friday, March 4, 2011
Define your social norms in
writing Define your social norms in writing - or just edit ours >>> http://getsatisfaction.com/ community_guidelines This is where you are explicit about your social contract. On Get Satisfaction we have provided an explicit social contract for you. However, you are welcome to add to it for your own customer community so that it meets your specific communitys needs.Friday, March 4, 2011
Deﬁne your relationship with your
community. What’s the purpose of the community? What should customers expect? For some companies, Community is a core support channel; for others, it may be peripheral. Whatever the case, be sure you set your expectations clearly for both your customers and your internal team. Mogo explicitly states that they want to hear from their customers. In fact, their tagline is “Ask Us Anything!”Friday, March 4, 2011
Levels of Community Value It’s
really hard to start here Brand Equity / Loyalty: Advocate identification Broad Participation: Co-Creation More than just Ideation Service and Support / Consumer Relations ResolutionFriday, March 4, 2011
Community Managers are on the
front lines of the Company/ Customer relationship. Your job is to be the bridge between both parties to ensure that each is receiving value. Don’t forget, for a Community to be effective, there must be shared value. To each side, you represent the other. This represents challenges and opportunities. Its often a contradiction and you must learn to embrace the contradiction.Friday, March 4, 2011
Ombudsman (noun) An appointed ofﬁcial
whose duty is to investigate complaints, generally on behalf of individuals such as consumers or taxpayers, against institutions such as companies and government departments. We liken your role to that of an Ombudsman, except that you’re representing both sides simultaneously.Friday, March 4, 2011
What’s a Troll, you ask?
"An Internet troll, or simply troll in Internet slang, is someone who posts controversial, inflammatory, irrelevant or off-topic messages in an online community, such as an online discussion forum or chat room, with the primary intent of provoking other users into an emotional response or to generally disrupt normal on-topic discussion." (wikipedia)Friday, March 4, 2011
Developing customer champions is not
about hiring an army of free labor to do your work for you. It’s about empowering your most passionate customers, and recognizing their contribution. Best of all, it works. Read - http://blog.getsatisfaction.com/2011/02/02/ torching-a-straw-man/Friday, March 4, 2011
About Us Get Satisfaction powers
the world’s best brands to solve problems, give a voice to champions, bring out the best ideas and drive better business. Learn more>>> Follow Us:Friday, March 4, 2011