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Twelve best practices for online customer communities | Enter...

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Saved by 25 people (-6 private), first by anonymouse user on 2008-07-26


Public Sticky notes

Web-based customer community

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Web-based customer community

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customer communities often sprout up on the initiative of passionate customers

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garnering an active community of users successfully is still more art than science at the moment

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Best Practices for Online Customer Communities

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good relationship with at least a few key leaders

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truly free rein to serve itself

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ecommending competitor’s products

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venting zone for customer’s complaints

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thrive through open conversation

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social architecture of your customer community and not the technology,

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Active community management is essential.

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Measuring success

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Unique visitors

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often cited community metric

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visitor count or community size.

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traditional Web analytics

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communities come in many forms

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motivations, expectations, participation styles, conversational modes, and desired user experience

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atest “unofficial” news is exchanged

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non-hierarchical contact

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co-development of ideas and outcomes.

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oint communities

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Deep involvemen

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grow linearly

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different model such as a social network instead of discussion forums (or vice versa.)

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organic growth models

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giving up some control of the community to the community itself is the surest

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allowing like-minded individuals to self-organize into sub-groups,

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mposing artificial rules that are counter to natural social inclinations

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prevent natural communities

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community fatigue

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