In Before The Lock

Erica and Brian return to Failtown to tell tales of some of their biggest screw ups. We innovated these failures so that you don't have to. #Fail Episode 6: So far, so good Flip Video Camera Vanilla Forums Community Blog Brian's Twitter thread on the Admin rank fail   Adam Nichols Sponsored by: The Localist event platform aggregates, automates and analyzes all of your events, so you can grow your...

All about community measurement - Part 2: Targeting specific stakeholders, designing effective reports, and telling compelling stories. Designing Reports: 1-page PDF report Erica's weekly Chatter report Remove The Legend To Become One Resource: Community Metrics Template Resource: Quarterly Update Template Tableau Viz of the Day Telling Compelling Stories: The Seven Basic Plots Erica's Blog: Story...

All about community measurement - Part 1: Building a framework to measure performance, defining KPIs and health metrics, and partnering internally to accelerate your efforts. Framework for measurement: What are the business problems (Goals) you're trying to solve? "We need to reduce our support costs" What is the approach (Strategy) you will take to meet those goals? "We will build a self-service...

Building a Superuser program, selecting the right members, and launching it into the world. Superusers: Resource: Sample Superuser Guidelines Erica and Brian's Vanilla Conversations Talks Participation Inequality Celebrate your Superusers Holly Firestone  ( Theme Song ) Tuvy Le Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs.

Our live session at the 2020 Virtual Comm Chat Summit about our biggest fails unironically ends in failure due to severe weather, Brian pivots to live Q&A, and Bella saves the day. #BlackLivesMatter Failure Stories: The intention of this episode was to swap stories about the biggest fails we've made in our careers and share lessons learned. We will publish those as a separate episode. Thanks to th...

Understanding users' motivations, designing community gamification and swag programs, and triggering Erica with U2 puns. Ranks, rewards, & reputation: Resource: Community Gamification Template Erica's blog post on fun PlayStation ranks Alteryx ranks DataRobot ranks Trailblazer ranks The Real World Jamie Johnston Jon Wishart Oliver Bierne Swag: Holly Firestone's blog on perks and swag Running socks...

Defining "customer experience", cultivating a customer-first culture, and building a program to meaningfully improve across key touchpoints. #SaveFerris: Ferris Bueller knew how to create an amazing experience Customer Experience: Jeff Bezos on customer-focus Shipping the org chart Cartoon: customer satisfaction metrics 100 of the Most Customer Centric Companies (2019) Resource: Customer Journey P...

Assessing if your company is ready for community, crafting a vision, and building your plan to gain alignment. Building a vision: Marc Benioff "Community is a numbers game." - Joe Cothrel Building a plan: Resource: V2MOM Okrtemplates.com Resource: OKR Planning Template Resource: Plan on a Page Template Sponsored by: Khoros Syndication allows you to amplify community content throughout search, purc...

Living in lockdown, trends and predictions for the industry, and how empathy will guide us forward. #covidlife: Erica's recording setup Brian's recording setup Trends and Predictions: "The worst time to plan for a crisis is during the crisis" - Brian on Twitter Erica's blog post - On the Other Side Erica's interview in The Social Influence Brian's interview in The Social Influencer Brian's intervi...

Navigating a layoff, how to approach looking for a job, and that time Erica didn't hire Brian. Brian's layoff experience: Brian's LinkedIn announcement Brian's commitment to help Lili McDonald Dani Weinstein Looking for a job in community: CMX Job Board CR Network CMGR Profiles Resource: CV Template Resource: Leveling template Sponsored By: Khoros software and services help you win, serve, and gro...