Evan Hamilton on scaled customer success, customer education, customer advocacy, and community.
A few weeks ago I spent half the week at an on-site with my team and our partners at Hivebrite, and half the week at CMX Summit. 5 nearly non-stop days of talking about Community from every possible angle. I came out feeling even more optimistic about the future of the Community industry. Here’s why. Continue reading Community Is Incredibly Well-Positioned for the AI Era
Last week I participated in one of my favorite annual experiences: getting together with a handful of close friends from college for a weekend away. We take a long weekend at a rental house and hike, play music, make food, and hang out. It’s an opportunity to reaffirm our friendships, give each other some moral Continue reading Relearning Community Fundamentals on a Cattle Ranch
I ve been thinking a lot about when, as a leader, you should be in the weeds versus when you should be focusing on the strategic, high-level work. The role of a leader is to provide strategic direction, drive internal support, remove roadblocks, and grow their teams. But does that mean they should never get in Continue reading When Leaders Should Get in the Weeds
Building a strong community culture is incredibly important for the long-term success of any community. Without a great culture, a community can start to scare off new members, harm existing members, and damage your brand. But “culture” is one of those things that seems so touchy-feely that it’s easy to wonder if you have any Continue reading Building a Strong Community Culture
Category creation is one of the highest risk/reward plays in business. It can help your business stand out in the crowded software market by avoiding the crowded paths, it can help you create rabid evangelists for whom you’re the first company to truly see them, and it can help you access new budget instead of Continue reading Why Every Company Attempting Category Creation Should Invest in…
There s no denying it: Community teams are being hit very hard right now by layoffs. The tech industry is seeing revenue dry up and taking massive action to reassure stakeholders, largely by letting people go. We could debate the intelligence of these decisions, the morality of the choice, the side effects they ll have to deal Continue reading What Community Professionals Need to Do to Weather…
Nearly every week, I curate three of the best links about community building for my newsletter, Community Manager Breakfast. I scour the web, reading sometimes dozens of articles a week to find the cream of the crop. For the end of the year, I thought I d take that curation even further and take a look Continue reading The Top 10 Links from Community Manager Breakfast 2022
Measuring the value your community is providing to members is incredibly important. Without value, people won’t stick around, contribute, or spread the word. So how do you measure this? No One Metric to Rule Them All First, a caveat: you should never rely on a single metric for anything. Single metrics give you one angle Continue reading Measuring Community Value for Members: NetPromoter Score or…
One of the things that excites me most these days is thinking about Customer Experience departments as holistic endeavors to provide users with an amazing experience and thus, retain them. Too often businesses fund a specific effort to try to shove customers in or pry them back from the brink. But the businesses that seem Continue reading The Customer Experience Stack
Building trust with customers, with communities, with employees is one of the most important things you can do as a business. It’s not just a touchy-feely issue; consumers with greater trust will spend more while consumers with lower trust will spend less. One of the most fundamental ways companies can build trust is Continue reading How to Build a Successful Customer Advisory Council