http://www.flickr.com/photos/thomashawk/
So you’ve
got these
customers

And
you want
them to:

Love you
http://www.flickr.com/photos/gi/

http://www.flickr.com/photos/andresrueda/
Buy from you

Tell their
friends all
about you
http://www.flickr.com/photos/pricklebush/

And you’ve
got this
community
http://www.flickr.com/photos/akc77/

Can it do all
that for you?
It can.

http://www.flickr.com/photos/13522901@N00/
In
easy steps:

1
ONE
Know your
special purpose

Breeding
trust

2
TWO
Set some
rules

3
THREE
Set clear
expectations

Establish an internal
policy for response

Evolve your policy as
the community grows

Respond
quickly
(but only if there’s no
malice in your heart)

4
FOUR
Cast a wide
net

Weave Community
Throughout the
User Experience

5
FIVE
Create
productive
outcomes

http://www.flickr.com/photos/thomashawk/
Learn to say
you’re sorry.

Help us
help you

6
SIX
Make it
personal

Discourage
Anonymity

Use your
real name
and voice.
http://www.flickr.com/photos/cunisdiabolis/

http://www.flickr.com/photos/kishorephotography/
Be human.