I was asked last week if I wanted to join a brand's secret club. Was it the illuminati? Was it a secret community of advanced community builders? Was it an invitation to join the robot takeover of the world? Sadly, it was none of those things. And here's what they should do about it.
I'm addressing some common BS misconceptions because I'm sick of hearing how little everyone understands about building loyal communities.
Community Badassery (n): When a community manager or team stops being reactive and initiates a creative, daring action in order to empower their community to connect and flourish in new ways. Outcome may be uncertain. Not for the faint of heart.
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. … Continue reading Your Community is not Customer Service