How to Scale Customer Service to Reach the Mass Market

When you serve your first customer, you get to spend as much time as possible to make that relationship right. When that first customer becomes one of many, you need a way to take that same energy and focus that you delivered to the first customer and make it available to the next one (however…

Can you turn a critic into your biggest fan?

Photo by Jonathon Colman. Is it possible to turn a critic into a raving fan? Should you ever feed a troll? Should you even engage for fear of starting a flame war? In my experience, the answers to all of these questions are yes, yes, and yes. You can always win by hugging customers very,…

How do you quantify the value of an online community?

Online Communities are similar to and different from their physical counterparts What’s the value of community? How can you define both the idea of a community and the value of that community for a marketer? A physical community can be hard to describe, and hard to grasp, as Phil Bartle suggests, “we can not see a whole…