图书简介
Customers buy from companies that build products they love, but customer also often buy because they feel like they are part of a community. Now online community-building has become a new growth strategy in business, but justifying investments in it, launching it, and creating customer engagement is hard. Customer Communities shows leaders how to cultivate meaningful communities to fuel business growth efficiently.
Foreword by Dharmesh Shah Preface: Two CEOs Growing Up Lonely Acknowledgements PART I - Community Is the Future of Your Business 1. An introduction to the world of communities Creating a sense of belonging 2. Community as a business growth strategy The only sustainable long-term differentiator companies have 3. How the next generation of community drives success The new company wide strategy to drive Net Revenue Retention 4. A community for Customer Success, Support, Marketing, and Product teams How every department can benefit from a next generation community PART II - The 10 Laws of Community Building 5. Law 1: You can start anytime It does not have to be expensive and everyone in your organization can help 6. Law 2: You have to own the platform Engage with your customers on your own turf 7. Law 3: Community should be the heart of the Customer Journey Activate and engage your customers at scale 8. Law 4: Create content that educates and inspires Be the best thought leader you can be 9. Law 5: Build on your advocates Your most loyal customers are the gateway to success 10. Law 6: Everybody owns the customer Community is a company-wide strategy, not a department 11. Law 7: Offline counts more than you think An online community is strengthened by offline events 12. Law 8: You have to tie it all together in one Digital Hub Prevent a disjointed customer experience by integrating engagement and content 13. Law 9: Community should drive real business outcomes Dont get fooled by vanity metrics; demand real business metrics 14. Law 10: Bring your culture and values to your community Build with a human-first mindset PART III - How to get started 15. Building blocks to successfully launching a community 16. Common objections and how to overcome them Epilogue Index
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