Conversation Agent - Valeria Maltoni - Build a Customer Community, Gain Loyalty

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love the video. i do think that business to business communities exist earlier in the product/service development cycle. the intel clip above is about engineers for engineers, not necessarily for the CIO and CFO buyers of much of their equipment. in consumer markets you create communities of customers. in business to business its communities of design -- so that your product or service is specified into the RFP long before the sales call. so, i think they are different.

also, you might like my recent post on curating your customers

@Tim - I must have watched it a dozen times. It just puts me in a good mood. Interesting question, and no, you're not off base. In general, I would not recommend fixing something that is not broken. However, there are other ways of looking at things. Let me noodle over it, it's meaty enough to warrant a post of its own. Thank you for asking.

@Mary - it is a really good idea to hep customers mix it up with each other, especially in industries that are undergoing significant change, if you can provide helpful resources and information, you become a destination.

Really like the suggestion to flip the funnel. Besides connecting to customers, it helps you revitalize marketing -- updating it to reflect the many ways we now connect organizations and their stakeholders.

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Conversation Agent

  • Since 2006, Conversation Agent focuses on business, technology, digital culture, and human behavior. At Conversation Agent LLC, I help organizations and brands that want to build better experiences tell a new story.


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