session 7

Community & tools

  • What’s new?
  • What makes a successful online community?
  • Guest speaker: Marshall Kirkpatrick (@marshallk) | LinkedIn | Facebook | website)
  • Little Bird – real life – Solveig
  • Group project time

6:15 : Skype with Marshall Kirkpatrick (@marshallk) | LinkedIn | Facebook | website) Break Discussion : what makes a successful online community?

  • What is an online community and why do we care?
  • Digital community isn’t new: key, no geographic boundary
  • Why do people interact with brands? Vice versa? (discuss)
  • Agree or disagree? (source)
  • Social engagement is more than numbers, blasts: * gather feedback and put it to use * get to know your customers (associates) * going where customers already are rather than making them come to you * being helpful * building trust * front-line contact * figuring out how to tell their stories
  • Brand advocates * are very satisfied customers * are very likely to recommend your brand/service w/out prompting * has genuine, authentic passion for your product/service * want to help their friends, others
  • Community managers: listen, learn, make things better for customers & company



What’s new:


Next week

Case study discussion & group project work


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