Customer Communities: Engage and Retain Customers to Build the Future of Your Business

ISBN-13: 9781394172115 / Angielski / Twarda / 2023

Robin Van Lieshout; Nick Mehta

Opis

Make community building your ultimate business growth strategy In Customer Communities: Engage and Retain Customers to Build the Future of Your Business, Nick Mehta and Robin Van Lieshout deliver an actionable playbook on how to cultivate meaningful communities that fuel quantifiable business growth. In the book, you’ll learn how to capitalize on this new growth strategy to scale your company and develop excitement around your products and your firm. The authors outline the 10 foundational Laws of Community, explaining why community development does not need to be expensive and how to integrate community in the heart of your customer journey. You’ll also find: Strategies for creating a cross functional customer engagement team Techniques for building community in places that aren’t the web or on social media Ways to bring your organization’s culture and values into your community with a human-first alignment An essential roadmap to community development for customer success, marketing, support and product teams, and other entrepreneurs, founders, and executive business leaders. Customer Communities will earn a place on the bookshelves of anyone with a stake in organizational growth and resilience.

Spis treści

Foreword by Dharmesh ShahPreface: Two CEOs Growing Up LonelyAcknowledgementsPART I - Community Is the Future of Your Business1. An introduction to the world of communitiesCreating a sense of belonging2. Community as a business growth strategyThe only sustainable long-term differentiator companies have3. How the next generation of community drives successThe new company wide strategy to drive Net Revenue Retention4. A community for Customer Success, Support, Marketing, and Product teamsHow every department can benefit from a next generation communityPART II - The 10 Laws of Community Building5. Law 1: You can start anytimeIt does not have to be expensive and everyone in your organization can help6. Law 2: You have to own the platformEngage with your customers on your own turf7. Law 3: Community should be the heart of the Customer JourneyActivate and engage your customers at scale8. Law 4: Create content that educates and inspiresBe the best thought leader you can be9. Law 5: Build on your advocatesYour most loyal customers are the gateway to success10. Law 6: Everybody owns the customerCommunity is a company-wide strategy, not a department11. Law 7: Offline counts more than you thinkAn online community is strengthened by offline events12. Law 8: You have to tie it all together in one Digital HubPrevent a disjointed customer experience by integrating engagement and content13. Law 9: Community should drive real business outcomesDon't get fooled by vanity metrics; demand real business metrics14. Law 10: Bring your culture and values to your communityBuild with a human-first mindsetPART III - How to get started15. Building blocks to successfully launching a community16. Common objections and how to overcome themEpilogueIndex