Monthly Archives: December 2010

Friday Protip: Social Media Case Studies

by Sanya Weathers I love reading case studies. I wish I hadn’t signed so many NDAs over the course of my career so I could provide more ;) For now, enjoy this link that came to me over Twitter yesterday. … Continue reading

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Retention, Part 39: We Know The Customer

By Sanya Weathers As the retention series winds to a close, and I look over months of columns, two themes have stood out to me. We’ll hit the other one next week for our conclusion. (Not to my blogging. Oh, … Continue reading

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Building Empathy For Your Customers

By Sanya Weathers Someone once asked me for my philosophy of community management. I said, “Treat customers as I want to be treated.” That’s it. No buzzwords, no B-school thesis assignments. It’s easy to remember on a crazy day when … Continue reading

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Retention, Part 38: Get the Customer Involved

By Sanya Weathers It’s long been established that the best method of retaining customers is to form a relationship between the company and the customer. But a healthy relationship isn’t a one way street. Showering people with gifts builds a … Continue reading

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Exceed Expectations By Representing the Customer

By Sanya Weathers It’s really, really easy to exceed customer expectations by doing one simple thing: Have the customer’s back. Customers want to feel like someone is on their side, and being on the customer’s side is the job of … Continue reading

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Music Monday – Holiday Edition

Of course it had to happen. Today’s Music Monday set will be a nice mix of modern Christmas tracks for your listening pleasure (for those of you who are tired out on Bing Crosby). Wish you all a very Happy … Continue reading

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Retention, Part 37: Offer Value – And Communicate That Value

By Sanya Weathers In writing this series on retention, I have often felt the urge to apologize for not being able to give you an instant answer to the question of retention. There aren’t really very many shortcuts, and there … Continue reading

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Dealing With Angry Customers

By Sanya Weathers Things happen. Systems fail, expectations are not met, and sometimes accidents strike out of the blue. Whatever the cause, you’ll eventually have to deal with angry customers. As with everything else in the community sphere, you can … Continue reading

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Protip: Apologize With Sincerity

by Sanya Weathers If you need to apologize, make sure the person who writes the apology is actually sorry. Have that person say so simply, in short, heartfelt words. An apology where the writer doesn’t think that anything bad really … Continue reading

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Retention, Part 36: Take My Money, Please

By Sanya Weathers You may have experienced this scenario – you’re on a free trial, or a limited use trial, or you enjoyed your free sample of something. However you got to the provider/seller, you are now ready to release … Continue reading

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