Online Customer Communities Embrace New Social Tools
Online customer communities used to be just a message board where customers could ask questions or more likely, complain about products. But as social tools become more available and user adoption increases, online communities should advance with them.
Today's lead story in 1to1 Magazine's Weekly Digest explores what companies should do to create Community 2.0. We also spoke to experts about what not to do as well.
John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA), explains three common obstacles to online customer community success: customer adoption, adequate moderation resources, and expert customer participation. He and other experts discuss how companies can either prevent or repair those obstacles to develop a successful online customer community.
Ultimately, Ragsdale says a good online community has a great reputation and provides value to its users.
"A key point to keep in mind is that like other areas of service and support, success is about process, not technology," Ragsdale says. "Regardless of the bells and whistles of the platform you choose, you will not be successful without the right processes in place."
Do you have any online community best practices to share? How is your company using social tools to improve customer service and the customer experience?
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