What Do Your Community Members Dream of Becoming?

I was listening to Alex Hillman’s Coworking Weekly podcast a few weeks back (It’s a good one. You should check it out.). He had mentioned that his coworking space, Indy Hall, has a little celebration when a member company “graduates” out of the space and into their own office. They actually celebrate churn.  Sound weird? Well,… Read More What Do Your Community Members Dream of Becoming?

You’re Using the Word Community Wrong, and You’re Costing People Their Jobs

When was the last time you saw or heard the word community in a business context? The last time I saw it was yesterday, at Fort Lauderdale airport. I was staring at an advertisement for a hotel chain. The copy below the image of the hotel room said: “We don’t just think of our hotels as rooms. We think… Read More You’re Using the Word Community Wrong, and You’re Costing People Their Jobs

Your Community is not Customer Service

Customer support does not build communities. Community and customer support should be BFFs in a business but they should not be one and the same. Customer support teams should be in constant communication with community managers so CMs can alleviate users’ pain points, create better experiences, and segment user types for targeted outreach. But customer support is not a substitute for community development.… Read More Your Community is not Customer Service

How to Create a Tiered Brand Ambassador Program the Lululemon Way

When we build communities around products, we dream of creating something larger than a product or even larger than a brand name. We want to create deeper meaning in people’s lives. There are many ways to start building meaning around your product, but there is really no more effective way than empowering individual brand ambassadors to run with your vision and to better their own lives as a result. But if you’ve never done it before, how do you begin?… Read More How to Create a Tiered Brand Ambassador Program the Lululemon Way