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.
Lane Becker Funnel Of Love
Lane Becker Funnel Of Love
Lane Becker Funnel Of Love
Lane Becker Funnel Of Love
Lane Becker Funnel Of Love
Lane Becker Funnel Of Love
Lane Becker Funnel Of Love
Lane Becker Funnel Of Love
Lane Becker Funnel Of Love
Lane Becker Funnel Of Love
Lane Becker Funnel Of Love
Lane Becker Funnel Of Love
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Lane Becker Funnel Of Love

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Emerce eDay 2009 Van Nelle Rotterda

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Lane Becker Funnel Of Love

  1. 1. http://www.flickr.com/photos/thomashawk/ So you’ve got these customers
  2. 2. And you want them to:
  3. 3. Love you http://www.flickr.com/photos/gi/
  4. 4. http://www.flickr.com/photos/andresrueda/ Buy from you
  5. 5. Tell their friends all about you http://www.flickr.com/photos/pricklebush/
  6. 6. And you’ve got this community http://www.flickr.com/photos/akc77/
  7. 7. Can it do all that for you? It can.
  8. 8. http://www.flickr.com/photos/13522901@N00/ In easy steps:
  9. 9. 1 ONE Know your special purpose
  10. 10. Breeding trust
  11. 11. 2 TWO Set some rules
  12. 12. 3 THREE Set clear expectations
  13. 13. Establish an internal policy for response
  14. 14. Evolve your policy as the community grows
  15. 15. Respond quickly (but only if there’s no malice in your heart)
  16. 16. 4 FOUR Cast a wide net
  17. 17. Weave Community Throughout the User Experience
  18. 18. 5 FIVE Create productive outcomes
  19. 19. http://www.flickr.com/photos/thomashawk/ Learn to say you’re sorry.
  20. 20. Help us help you
  21. 21. 6 SIX Make it personal
  22. 22. Discourage Anonymity
  23. 23. Use your real name and voice. http://www.flickr.com/photos/cunisdiabolis/
  24. 24. http://www.flickr.com/photos/kishorephotography/ Be human.
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