In Before The Lock

Erica and Brian dive deep on how to translate your strategy into action. Community Industry News: Danhel Fajardo joined Vyond as Senior Community Specialist Jephtah Abu joined AhoyConnect as Product Community Manager Krystal Wu joined OpenSpace as Sr. Community Program Manager Dani Weinstein joined SAP as Director, Community Strategy Jennifer Hudnet was promoted to Sr. Community Manager at Salesfo...

"What are the biggest things you tell companies to watch out for when they come to you with the idea of 'I want to launch a customer community' for the first time?" — Udit Lakhotia

Erica and Brian explore how Autodesk, Splunk, and Salesforce built pages for their superuser programs. Community Industry News: DL Grant joined Commsor as Community Operations Manager Isabel Ruiz joined Mews as Community Manager Cody A. was promoted to Community Support Specialist at Reddit Mike H. was promoted to Community Engagement Manager at Reddit Leah Knowles joined Vanta as Community Lead T...

"NFT and Web3 communities: does financial incentive dilute the sense of community? Is financial incentive/interest a good 'common interest'?" — Ilker Akansel

Erica and Brian explore how OpenSpace and Guru delivered great engagement programs. Community Industry News: Valentina Ruffoni joined Disciple Media as Community Experience Lead Caroline Park joined Atlassian as Senior Manager, Community Engagement Kristie Presten joined Tasktop as Community Manager Carla Doty was promoted to Community Director at Yelp Celina Zamora joined ServiceNow as Community...

"How best to approach when you work for an org that already has a wider community - but you're asked to build a secondary community for something more niche? The wider community is managed by a different department than yours, also." — Gabrielle Leith

Erica's Mom, Donna, joins Brian on this extra-special birthday episode to talk about an award Erica won in high school, her history as a criminal mastermind, and how the daughter of a dentist became addicted to candy. Happy Birthday, Erica! 🥳

Expanding the number of use cases your community addresses beyond Support. Community Industry News: Sarah Wylie joined 6sense as Communities Marketing Manager Lauri Wansley joined HubSpot as Senior Manager, Community Managers  Karina Meza was promoted to Community Manager at Fiverr Amanda Petersen joined Siemens as Community Innovation and Incubation Lead Angela Keck joined Understood as Senior Co...

"How do you rebuild trust in a community where trust has been shattered?" — Cole Zerr

Erica and Brian explore Zendesk and Atlassian community landing pages. Community Industry News: Katharina Koidl joined Equalture to run Community & Events Emily Lakin was promoted to Head of Creator Community at Patreon Yurii Lazaruk joined CodeControl as Community Manager Ramona Hategan joined Nordcloud as Community Manager Punnya P joined Gurucul as Manager of Online Global Communities Grace Che...

"How do you handle 'turning off' when your community is always on?" — Alex Angel

How to bring Thought Leadership into your community to expand your reach, engage senior personas, and inject your perspective into an industry. Community Industry News: Brittany Edwards joined NinjaOne as Technical Content and Community Manager Tracy Maurer joined LumApps as Customer Community Manager Ricardo Navaro joined Stripe as Developer Community Marketing, Global Lead Jami Diaz joined LG NO...

"What are your thoughts on an in-person Community summit? When is a good time in the Community lifecycle to consider hosting one? What benefits/ROI do you expect from it?" — Lauren

How to build a successful advocacy program. Community Industry News: Jessa Brown joined Alma as Senior Manager, Community Engagement Tess Brown joined Outreach as Senior Program Manager, Community Engagement Marjorie Anderson joined Product School as Director of Community Manuel Hernández joined Thrivable as VP, Community & Partnerships IIham Boulghallat joined Cisco as Head of Community Programs...

"How do you see the role of email in connecting with your community? And how do you see it changing?" – Hannah Whalen

"How can you gauge the 'health' of a community? What indicators or behaviors do you look for?" – Jessica Erhart

"What is one thing you wish you'd done better in the early days of your community careers?" – Scott Baldwin

Erica and Brian discuss the actions and activities you need to engage in directly after launching your community. Community Industry News: Aima Atigari joined Remotebase as Community Manager Tom Norman joined Craft Docs as Community Manager Lalitha Wemel joined TechStars as Global Director, Engagement and Community Nofar Ben Dror Paecht joined AppsFlyer as Head of Customer Community Margaux Miller...

"Growing into management is an exciting opportunity, however, the team still isn't large enough for you to step away from the IC work (yet). How do you balance the player / coach model in Community?" — Krystal Wu

Taking an integrated approach to building the dream customer community experience. Community Industry News: Chitra HL joined Oracle as CX Community Manager Holly Schell joined Paper as Community Engagement Specialist Madeline Johannsen was promoted to Team Lead, Multimedia Community Content at Alteryx  Jodi Meier joined Juniper Networks as Community Engagement Lead Cheryl Rasmussen was promoted to...

"How can I manage and set engagement expectations/goals when our community members don't use our service/product everyday therefore may not interact daily/weekly with a community space?" —  Hannah Rafter

How to persuade others through the use of an age old framework. Community Industry News: Vincent Mayers joined Gradle as Director, Community Operations Vinicius Camilo joined Distrito as Investor Community Manager Ahmet Uysal joined Sunrise UPC as Community Manager Tuvy Le was promoted to Senior Program Manager at Github Nic Tolstoshev joined Gravitee as Senior Community Manager Saumya Bagga was p...

"What would be your strategy for a community that holds two distinct personas? In this case, HR managers / People Ops and then their employees? Essentially these two different audiences would be coming together into one community." — Lizzie LaCour

Presenting your strategy to an executive audience. Community Industry News: Sweta Shetty joined Hindustan Times as Community Manager Amanda Martin was promoted to Head of Community at Unbounce Kemi Kale was promoted to Head of Community Management, Community and Impact at Meta  Jelena Zanko was promoted to Director, Community Management at Imply Commsor raises $50M in a Series B round Brian joined...

"What are the top reasons you see new communities fail?" — Vishwas Katti Brought to you by Commsor .