Why do so many companies start with their support site? Your support site is supposed to be the fount of knowledge for your customers—and a way to prove your excellence to prospects engaged in the buying process. It’s there to solve your customer’s problems. Speed them the information
Operating any community without an army of well-trained moderators is a great way to destroy your brand. Once upon a time, companies thought they could stem the tide with some sartorial splendor. Today, even more damage can be done with a pair of fuzzy slippers and a laptop at home.
There are plenty of ways to design reward programs. This isn’t one of them. In my recent online communities strategy report, I stressed the importance of designing reward programs to encourage visitors and members to engage in the conversation, rather than lurk and listen. It’s
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