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

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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?

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