Why Your Customers Need An Online Community

(AndHowtoProveIt’sWorkingWhenYouHaveOne)

Inspower.co

Building & op:mizing your online community

• Howtogetstarted• Howtomakesurethisisreallyaboutyourcustomers• Howtomeasureengagementandeffec@veness• Howtoleverageonlineandofflineworlds—together!

nevillesmit.com

Who we are •  BeckyBenishek,SocialMedia&CommunityManagerfortheCrisisPreven<onIns<tute(CPI).

•  Over6yearsofexperiencewithstrategy&tac<csforexternalsocialmediaandinternal/privateonlinecommuni<es.

•  LinkedIn|techcommunity.microsoI.com

•  JuliePorter,TrainingDirector-CPIInstructorAssocia<on

•  SupportsCer<fiedInstructorsinthedeliveryofhigh-quality,meaningfultrainingprogramsintheirworkplaces.

•  RecognizesinstructorsfortheircommitmenttoCPIstandardsandcrea<ngenvironmentsofCare,Welfare,SafetyandSecurity™.

“Our prime purpose in life is to help others.” – Dalai Lama

Howdowesupportpeoplesogoodatsuppor@ngothers?

“Our a8tude towards others determines their a8tude towards us.” – Earl Nigh>ngale

cuteoverload.com

BringingTheOneToTheMany

cuteoverload.com

Tip#1:Knowyourwhy.

junce/iStock

The boss is in

Tip#2:Getexecu@vebuy-in.

funnyanimalphoto.blogspot.com

Tip#3:Buildyourteam.

pinterest.com

Tip#4:Getthewordout.funnyanimalphoto.blogspot.com

Tip#4A:Justdon’tcallit“socialmedia.”

MarioGustavoFiorucci/ComedyWildlifePhotoAwards2016

comedywildlifephoto.com

Tip#5:Nurture-to-Grow

Tip#6:Lurkersgonnalurk.

Dmytro_Skorobogatov/iStock

Tip#6A:Don’tpanic!

snocoach.com

Tip#7:PlantoRe-Evaluate—Constantly

AshishInamdar/WildlifePhoto2016

Tip#8:FailureIsYourSecretBonus

NicolasdeVaulx/ComedyWildlifePhoto2016

Tip#9:Rememberwhothisisfor.

metro.co.uk

TimetoMeasure!(i.e.ValueHasWeight)

funnyanimalphoto.blogspot.com

CommunitySnapshot

Soglaunch

Postcardinkits

Bigofflineconference

!

YamJamYamJam

Teachersout

Recoveringfrom

fes@vi@es

WhatHappensOfflineStaysOnline

Bigofflineconference

!

Recoveringfrom

fes@vi@es

Postcardinkits

OfflineAwareness=Con@nuedEngagement

YamJam

YamJam

Teachersout

Postcardinkits

By The Numbers

30%engagement!

TheCPICer@fiedInstructorAssocia@on

funnyanimalphoto.blogspot.com

Pleasejoinusatournextmee@ngonWednesday,November9,2016from6:00p.m.to7:30p.m.atSEDOLadministra@onbuilding,18160GagesLakeRoad,Gages

Lake,IL.

What Our Community Does For Us (Andbyextension,whatonecoulddoforyou.)

Weprovideaservice.Customersfindvalueinthisservice.Customersuseservicewithpurpose.

Welearnwhattheyneedtosucceed.

QualitystoriesChallenge-to-Success

Welcomingnewcustomers“Howdoyou…?”

ResourcesPostedResourcesRequested

“I’vetrainedCPIfor20years.”Helpingthroughexample

“HeyCPI,Ineed…”

Strategy Recap •  Defineyourobjec<ve(thiswillevolve)• Getleadershipbuy-in• Haveadedicatedperson/team• Marketoffline&onwithcare• Nurture-to-grow•  Letlurkerslurk(i.e.,don’tpanic!)•  Con<nuallyevaluatecustomerneeds:WhatdoTHEYwant?•  Con<nuerela<onship-building• Measure,measure,measure•  TRYITOUT!

boredpanda.com