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

« Retaliating for Negative Reviews not the Way to Go | Main | Break Ideas Down, Get them Done »


Great video, hadn't seen that one yet. Hits home.

Our company (enterprise software for SMB's) prides itself on great service and customer loyalty; our customers are in fact our greatest closing tactic for new sales. We consistently score well on NPS and other surveys, but we've had trouble building a community amongst our different customers. This is perhaps because of the diverse nature of their industries, but I tend to think that B2B communities are just harder to build and sustain. Am I off base there?
If our customers are happy (even eager in some cases) to recommend us, then do we still need to focus on building a community?

The comments to this entry are closed.

Conversation Agent

  • Since 2006, Conversation Agent focuses on the impact of technology in business, culture, and human behavior. At Conversation Agent LLC, I help organizations and brands develop and communicate their full business / product value consistently.


As seen on

Advisory Boards

Marketing that makes business sense


Book Reviews

  • Conversation Agent participates in the Amazon Services LLC Associates Program. It provides a means for Conversation Agent to earn commissions by linking to Amazon.

Comment Policy and Social Guidelines

  • This is my blog and not a public space. Critical discourse is welcomed. However, inappropriate comments will be deleted. See my social guidelines for reference.


  • The opinions blogged herein represent only those of Valeria Maltoni and do not reflect those of her employer, persons or companies mentioned herein, or anyone else.