Tuesday, March 3, 2009

Why Customer Communities Work

The 1to1 Blog welcomes guest blogger, Natalie Petouhoff, Ph.D. do discuss why customer communities work and how to make them work for your company. Here are a few snippets that we saw of interest to our community:

Customer service communities are being deployed differently than most technology applications. How?

1. The focus is on the customer
2. Executives are talking directly to the customers
3. The focus is more on strategy and management (people part of business) than technology
4. The customer experienced is mapped before designing and deploying the community
5. Voice of the customer is honest, transparent, and direct

Dr. Petouhoff discusses other ways in which customer service communities are being deployed, check them out on her original post here.

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