Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)
Why Your Customers Need An Online Community
Transcript of Why Your Customers Need An Online Community
Building & op:mizing your online community
• Howtogetstarted• Howtomakesurethisisreallyaboutyourcustomers• Howtomeasureengagementandeffec@veness• Howtoleverageonlineandofflineworlds—together!
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Who we are • BeckyBenishek,SocialMedia&CommunityManagerfortheCrisisPreven<onIns<tute(CPI).
• Over6yearsofexperiencewithstrategy&tac<csforexternalsocialmediaandinternal/privateonlinecommuni<es.
• LinkedIn|techcommunity.microsoI.com
• JuliePorter,TrainingDirector-CPIInstructorAssocia<on
• SupportsCer<fiedInstructorsinthedeliveryofhigh-quality,meaningfultrainingprogramsintheirworkplaces.
• RecognizesinstructorsfortheircommitmenttoCPIstandardsandcrea<ngenvironmentsofCare,Welfare,SafetyandSecurity™.
“Our prime purpose in life is to help others.” – Dalai Lama
Howdowesupportpeoplesogoodatsuppor@ngothers?
“Our a8tude towards others determines their a8tude towards us.” – Earl Nigh>ngale
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Tip#4A:Justdon’tcallit“socialmedia.”
MarioGustavoFiorucci/ComedyWildlifePhotoAwards2016
comedywildlifephoto.com
CommunitySnapshot
Soglaunch
Postcardinkits
Bigofflineconference
!
YamJamYamJam
Teachersout
Recoveringfrom
fes@vi@es
Pleasejoinusatournextmee@ngonWednesday,November9,2016from6:00p.m.to7:30p.m.atSEDOLadministra@onbuilding,18160GagesLakeRoad,Gages
Lake,IL.
What Our Community Does For Us (Andbyextension,whatonecoulddoforyou.)
Weprovideaservice.Customersfindvalueinthisservice.Customersuseservicewithpurpose.
Welearnwhattheyneedtosucceed.
QualitystoriesChallenge-to-Success
Welcomingnewcustomers“Howdoyou…?”
ResourcesPostedResourcesRequested
“I’vetrainedCPIfor20years.”Helpingthroughexample
“HeyCPI,Ineed…”
Strategy Recap • Defineyourobjec<ve(thiswillevolve)• Getleadershipbuy-in• Haveadedicatedperson/team• Marketoffline&onwithcare• Nurture-to-grow• Letlurkerslurk(i.e.,don’tpanic!)• Con<nuallyevaluatecustomerneeds:WhatdoTHEYwant?• Con<nuerela<onship-building• Measure,measure,measure• TRYITOUT!
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