Vanessa DiMauro

The Perils of a Neglected Online Community

Too often a firm creates an online community, purchases software and designs a site—and then spoils all this hard work by failing to monitor, manage or staff it over the long term. Sure, everyone paid attention in the beginning, but then the focus waned....

6 Things Rock-Star Community Managers Never Do

Over the past ten years, my blog has offered many suggestions on community management strategy and operations best practices, as well as ideas for programs and lots of practical advice. But one thing we haven’t done (until now) is look at community management from...

8 Ways to Use Social Media to Drive Engagement

Social selling. Sounds good, right? Millions of modern marketers from around the globe are discovering that they can use digital channels to reach their buyers online. Sounds simple, obvious really. “We’ll use LinkedIn, Twitter, Facebook to post information and images about what we do and...

Why Building Social Capital Matters In Business

I’ve been a little quiet on the blog lately because I have been busy with clients and giving talks – lecturing on social selling at Cisco’s Partner Summit to teaching about knowledge management at Columbia’s IKNS program (see photo above) and a few other...

“Just Keep Doing What You’re Doing?” Stop, Then Find Your Way

I sometimes hear managers say to their reports “Just keep on doing what you’re doing.” As soon as I hear this, I begin to wonder: “Do they know where they’re going with what they’re doing?” When it comes to social business, “keep on doing”...

Joining the Customer Journey Using Online Communities

Every marketer from Boston to Bejing seems to be focused on something called the “customer journey.” A Google search on this two-word phrase returns over 627,000 results. It’s one of those “Eureka!” moments – organizations realize buyers start researching a firm’s products and services...

An Interview With Rahul Sachdev, CEO of Get Satisfaction

As part of our ongoing interview series,  I had a chance to speak with Rahul Sachdev, CEO of Get Satisfaction, about his role, and vision of the future of online communities. He also shared some examples of exciting communities and what they can accomplish...

The Social Consumer Study and What It Means To Customer Service Professionals

“The pen is mightier than the sword” wrote Edward George Bulwer-Lytton in 1839. Little did he know what was to come with the advent of social media? Around the globe, customers – friend and foe alike – share their experiences using indelible digital characters...

Why Listening Communities Belong in Your Marketing Strategy

Your content is well-written and well-produced, engaging, even useful. But is your audience really paying attention? We all know what it’s like when someone won’t stop talking — it’s very hard to stay engaged. Have you tried listening to your audience instead?Online communities are...

Gender vs. Generational Divide Tops Findings From The Social Consumer Study

Don Bulmer and I are thrilled to share the findings of our  latest study, The Social Consumer,  and we think this is the most exciting one yet!  We researched the factors that inform, impact and shape trust, loyalty and preferences of the digitally connected consumer....

Big List 2.0: The Top 106 B2B Online Customer Communities

I am thrilled to share the most comprehensive directory of B2B online customer communities on the web and perhaps even the planet! We published our first Big List in 2011 and just finished an exhaustive period of research and review to bring you the...

Highlights from the 2014 Social Business Benchmark Study

Another summer brings a new set of Social Business Benchmark study results! For the past three years, in partnership with the Society for New Communications Research (SNCR), we at Leader Networks, conduct an ongoing study on the impact social practices are having on organizations....

Measuring What Matters: Those Addictive Numbers

I’ve done it. It’s gone. Cold turkey. After years of asserting we need to measure what matters in social business – as opposed to just tracking outcomes we can count easily — I decided to take down the social sharing counter on my blog....

Social Business and the Responsive Enterprise

Customers are clamoring for greater intimacy with firms they trust, to drop the veil, raise the shades, get close and personal, have a real conversation. Sadly, many customers get no response, no invitation, no further discussion. Those companies simply don’t know how to build...

Secrets of Great Communities And Community Managers

Last week I delivered a presentation “Secrets of Great Communities and Community Mangers” at the KAConnect conference.  It was a wonderful, inspiring event for knowledge management professionals in the Architecture & Engineering (an $11B industry). Given the focus of their practice, this industry is...

56 Lessons From 20 Years of Online Community Building

Ever wonder what it takes to succeed with online community strategy and operations?  Here are 56 lessons learned culled from 20 years of online community building experience. 1.  To succeed at online community building, your organization must be able to give members a reason to...

Fixing Your Intranet: A Guide For Leadership

The corporate intranet is a complex organism. This prettier, younger sister of earlier knowledge management tools is now ever-present in many larger enterprises. While intended to tap into pre-existing employee engagement and insight-sharing behaviors and encourage the peer-peer sharing that happens in hallways and...

Who Ya Gonna Call? Social Business Buyer Guide [Part Two of Two]

When things got spooky back in the ‘80s, “Ghostbusters” were the guys to call for help. But now there are lots of agencies, consulting firms and vendor services who can help you deal with those elusive (and sometimes scary) online social initiatives. Social Media Marketing...

A Social Business Buyer’s Guide [Part One of Two]

Buyers of online social products and services face a difficult problem – what is it, exactly, they are purchasing? Social initiative sponsors and corporate purchasing agents alike must evaluate market offerings against a backdrop of hyper-speed product and service evolution, hyper-active marketing efforts and,...

Is It Time To Develop A Social Business Center Of Excellence?

You’re firm is getting the hang of becoming a socially enabled enterprise.    No longer doing isolated skunk works social media projects, your firm got organized – strategic, in fact.  You have a clear handle on your social media accounts, tools, metrics, a governance policy...

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