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Why Your Customers Need An
Online Community
(And How to Prove It’s Working When You Have One)
Building & optimizing your online community
• How to get started
• How to make sure this is really about your
customers
• ...
Who we are
• Becky Benishek, Social Media & Community Manager
for the Crisis Prevention Institute (CPI).
• Over 6 years of...
“Our prime
purpose in life is
to help others.”
– Dalai Lama
How do we support people so good at supporting others?
“Our at...
Bringing The One To The Many
cuteoverload.com
Tip #1: Know your why.
The boss is in
Tip #2: Get executive buy-in.
Tip #3: Build your team.
pinterest.com
Tip #4: Get the word out.
funnyanimalphoto.blogspot.com
Tip #4A: Just don’t call it “social media.”
Photo Awards 2016
Tip #5: Nurture-to-Grow
Tip #6: Lurkers gonna lurk.
Dmytro_Skorobogatov/iStock
Tip #6A: Don’t panic!
snocoach.com
Tip #7: Plan to Re-Evaluate—Constantly
Ashish Inamdar / Wildlife Photo 2016
Tip #8: Failure Is Your Secret Bonus
Nicolas de Vaulx / Comedy Wildlife Photo 2016
Tip #9: Remember who this is for.
metro.co.uk
Time to Measure! (i.e. Value Has Weight)
funnyanimalphoto.blogspot.com
Community Snapshot
Soft launch
Postcard in kits
Big offline
conference!
YamJam
YamJam
Teachers out
Recovering
from festivi...
What Happens Offline Stays Online
Big offline
conference!
Recovering
from festivities
Postcard in kits
Offline Awareness = Continued Engagement
YamJam
YamJam
Teachers out
Postcard in kits
By The Numbers
30%
engagement!
The CPI Certified Instructor Association
funnyanimalphoto.blogspot.com
Please join us at our next meeting on
Wednesday, November 9, 2016 from 6:00 p.m.
to 7:30 p.m. at SEDOL administration buil...
What Our Community Does For Us
(And by extension, what one could do for you.)
We provide a service.
Customers find value i...
Strategy Recap
• Define your objective (this will
evolve)
• Get leadership buy-in
• Have a dedicated person/team
• Market ...
Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)
Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)
Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)
Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)
Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)
Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)
Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)
Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)
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Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)

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Many B2B companies build reputations on in-person connections, whether that’s part of what they actually sell, or the customer service they provide. So in a world where direct mail and faxes are still used, does an online community make sense?

It does! From “Let’s try it!” to “This is actually working,” we'll share how the Crisis Prevention Institute's online instructor community, built on the Yammer platform, serves as a valuable tool for its customers. We'll also share engagement strategies, and behind the scenes analytics from tyGraph.

Published in: Social Media
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Why Your Customers Need an Online Community (And How to Prove It's Working When You Have One)

  1. 1. Why Your Customers Need An Online Community (And How to Prove It’s Working When You Have One)
  2. 2. Building & optimizing your online community • How to get started • How to make sure this is really about your customers • How to measure engagement and effectiveness • How to leverage online and offline worlds—together! nevillesmit.com
  3. 3. Who we are • Becky Benishek, Social Media & Community Manager for the Crisis Prevention Institute (CPI). • Over 6 years of experience with strategy & tactics for external social media and internal/private online communities. • LinkedIn | techcommunity.microsoft.com • Julie Porter, Training Director-CPI Instructor Association • Supports Certified Instructors in the delivery of high- quality, meaningful training programs in their workplaces. • Recognizes instructors for their commitment to CPI standards and creating environments of Care, Welfare, Safety and Security™.
  4. 4. “Our prime purpose in life is to help others.” – Dalai Lama How do we support people so good at supporting others? “Our attitude towards others determines their attitude towards us.” – Earl Nightingale cuteoverload.com
  5. 5. Bringing The One To The Many cuteoverload.com
  6. 6. Tip #1: Know your why.
  7. 7. The boss is in Tip #2: Get executive buy-in.
  8. 8. Tip #3: Build your team. pinterest.com
  9. 9. Tip #4: Get the word out. funnyanimalphoto.blogspot.com
  10. 10. Tip #4A: Just don’t call it “social media.” Photo Awards 2016
  11. 11. Tip #5: Nurture-to-Grow
  12. 12. Tip #6: Lurkers gonna lurk. Dmytro_Skorobogatov/iStock
  13. 13. Tip #6A: Don’t panic! snocoach.com
  14. 14. Tip #7: Plan to Re-Evaluate—Constantly Ashish Inamdar / Wildlife Photo 2016
  15. 15. Tip #8: Failure Is Your Secret Bonus Nicolas de Vaulx / Comedy Wildlife Photo 2016
  16. 16. Tip #9: Remember who this is for. metro.co.uk
  17. 17. Time to Measure! (i.e. Value Has Weight) funnyanimalphoto.blogspot.com
  18. 18. Community Snapshot Soft launch Postcard in kits Big offline conference! YamJam YamJam Teachers out Recovering from festivities
  19. 19. What Happens Offline Stays Online Big offline conference! Recovering from festivities Postcard in kits
  20. 20. Offline Awareness = Continued Engagement YamJam YamJam Teachers out Postcard in kits
  21. 21. By The Numbers 30% engagement!
  22. 22. The CPI Certified Instructor Association funnyanimalphoto.blogspot.com
  23. 23. Please join us at our next meeting on Wednesday, November 9, 2016 from 6:00 p.m. to 7:30 p.m. at SEDOL administration building, 18160 Gages Lake Road, Gages Lake, IL.
  24. 24. What Our Community Does For Us (And by extension, what one could do for you.) We provide a service. Customers find value in this service. Customers use service with purpose. We learn what they need to succeed. Quality stories Challenge-to-Success Welcoming new customers “How do you…?” Resources Posted Resources Requested “I’ve trained CPI for 20 years.” Helping through example “Hey CPI, I need…”
  25. 25. Strategy Recap • Define your objective (this will evolve) • Get leadership buy-in • Have a dedicated person/team • Market offline & on with care • Nurture-to-grow • Let lurkers lurk (i.e., don’t panic!) • Continually evaluate customer needs: What do THEY want? • Continue relationship-building • Measure, measure, measure • TRY IT OUT! boredpanda.com

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