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Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)
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Transcript of Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)
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Why Your Customers Need An Online Community
(And How to Prove It’s Working When You Have One)
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Building & optimizing your online community
• How to get started
• How to make sure this is really about your customers
• How to measure engagement and effectiveness
• How to leverage online and offline worlds—together!
nevillesmit.com
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Who we are• Becky Benishek, Social Media & Community Manager
for the Crisis Prevention Institute (CPI).
• Over 6 years of experience with strategy & tactics for external social media and internal/private online communities.
• LinkedIn | techcommunity.microsoft.com
• Julie Porter, Training Director-CPI Instructor Association
• Supports Certified Instructors in the delivery of high-quality, meaningful training programs in their workplaces.
• Recognizes instructors for their commitment to CPI standards and creating environments of Care, Welfare, Safety and Security™.
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“Our prime purpose in life is to help others.” – Dalai Lama
How do we support people so good at supporting others?
“Our attitude towards others determines their attitude towards us.” – Earl Nightingale
cuteoverload.com
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Bringing The One To The Many
cuteoverload.com
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Tip #1: Know your why.
junce/iStock
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The boss is in
Tip #2: Get executive buy-in.
funnyanimalphoto.blogspot.com
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Tip #3: Build your team.
pinterest.com
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Tip #4: Get the word out.
funnyanimalphoto.blogspot.com
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Tip #4A: Just don’t call it “social media.”
Mario Gustavo Fiorucci/ Comedy Wildlife Photo Awards 2016
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Tip #5: Nurture-to-Grow
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Tip #6: Lurkers gonna lurk.
Dmytro_Skorobogatov/iStock
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Tip #6A: Don’t panic!
snocoach.com
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Tip #7: Plan to Re-Evaluate—Constantly
Ashish Inamdar / Wildlife Photo 2016
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Tip #8: Failure Is Your Secret Bonus
Nicolas de Vaulx / Comedy Wildlife Photo 2016
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Tip #9: Remember who this is for.
metro.co.uk
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Time to Measure! (i.e. Value Has Weight)
funnyanimalphoto.blogspot.com
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Community Snapshot
Soft launch
Postcard in kits
Big offline conference!
YamJam
YamJam
Teachers out
Recovering from festivities
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What Happens Offline Stays OnlineBig offline
conference!
Recovering from festivities
Postcard in kits
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Offline Awareness = Continued Engagement
YamJam
YamJam
Teachers out
Postcard in kits
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By The Numbers
30% engagement!
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The CPI Certified Instructor Association
funnyanimalphoto.blogspot.com
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Please join us at our next meeting on Wednesday, November 9, 2016 from 6:00 p.m. to 7:30 p.m. at SEDOL administration building,
18160 Gages Lake Road, Gages Lake, IL.
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What Our Community Does For Us(And by extension, what one could do for you.)
We provide a service.
Customers find value in this service.
Customers use service with purpose.
We learn what they need to succeed.
Quality stories
Challenge-to-Success
Welcoming new customers
“How do you…?”
Resources Posted
Resources Requested
“I’ve trained CPI for 20 years.”
Helping through example
“Hey CPI, I need…”
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Strategy Recap• Define your objective (this will
evolve)• Get leadership buy-in• Have a dedicated person/team• Market offline & on with care• Nurture-to-grow• Let lurkers lurk (i.e., don’t panic!)• Continually evaluate customer
needs: What do THEY want?• Continue relationship-building• Measure, measure, measure• TRY IT OUT!
boredpanda.com
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