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Censoring your community will kill it. There are many organizations that would like to “implement” communities for their products or services. The purported benefits of great Word-of-Mouth advertising and the likelihood of collecting valuable feedback seem too attractive. At the […]
(If you have not read the previous entry, the introduction to this methodology, you can do so here) In this second part I want to cover the Strategic Measurement Framework I use. Most organizations attack customer experiences in the same […]
Did you ever have as goal to make someone fall in love with you? No decent person would go into a relationship just to make the other party behave in a manner that is not their intention or in their […]
The metrics you are using won’t give you the results you want. You are using metrics that don’t lead to your goals or are related to your strategy. You are either using efficiency-driven metrics (aiming to get top performance from […]
As usual on Fridays, a recap of this week’s entries: Measurement Mondays – The Fallacy of Measuring Feelings or How to Capture Lightning in a Bottle Loyalty Tuesdays – The Three Secrets of Loyalty Relationships Wednesdays – A Methodology for […]
There is no difference between communities and forums. I had this discussion over twitter a few days ago with a “community expert” who told me that all the knowledge I had in forums could never be applied to communities. There […]
Anyone can put together a customer experience. It really is not that hard to do. You document a process, look for some imperfections to work out (if you don’t find any that adds to the cache of the experience being […]
Everyone knows how to build loyalty, few are willing to do it. First, over-deliver. Find out what your customer’s expectations are, what they would like to see happen in any interaction, both the results and steps to complete them. Design […]
Feelings cannot be measured. Lighting cannot be caught in a bottle. Cold Fusion is (for now) a dream. The only difference between these three statements is that some people will actually believe that the first one is wrong. They are […]
As usual on Fridays, a recap of this week’s entries: Measurement Mondays – Why do you Want to be the Same Mediocre Loser? Loyalty Tuesdays – The Two Loyalty Models Compared in a Nutshell Relationships Wednesdays – Why Managing Experiences […]