The Most Successful Type Of Branded Online Communities

April 9, 2011 Comments Off on The Most Successful Type Of Branded Online Communities

…are customer service communities.

You can find dozens on GetSatisfaction. Lithium does a great job of these too. There are thriving customer service communities throughout the internet. You can find them on O2, Skype and most tech/communication-based products/services.

Most community managers for organizations work in customer-service based roles. 

These communities are easy to start. You need a product/service that people have problems with (or have questions about), provide an online platform to ask those questions and incentive others to respond with their answers. It's a cost-effective alternative to a call-centre. It's a clear ROI.

But these communities are limited in potential. Most people join the community to resolve a problem and then don't return. The audience rarely develops a true sense of community. A handful of experts usually account for most of the activity.

There is amazing potential to be unlocked from developing a community. Improving customer service is an easy option, but it's not always the best option. 


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