- Series: Jossey Bass Business & Management Series
- Hardcover: 256 pages
- Publisher: Jossey-Bass; 1st edition (June 15, 2002)
- Language: English
- ISBN-10: 078795621X
- ISBN-13: 978-0787956219
- Product Dimensions: 6.3 x 1 x 9.3 inches
- Shipping Weight: 1.2 pounds (View shipping rates and policies)
- Average Customer Review: 3 customer reviews
- Amazon Best Sellers Rank: #9,077,652 in Books (See Top 100 in Books)
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Customer.Community: Unleashing the Power of Your Customer Base 1st Edition
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The Amazon Book Review
Author interviews, book reviews, editors picks, and more. Read it now
"...I am quite impressed with this book...well written, easy to understand guide to the world of the internet and business..." (M2 Best Books, 3 September 2002)
"EBay-like peer-to-peer marketplace dramatically increase the exchange off value between a business and its customers. Customer.Community shows how any company can leverage this dynamic to drive loyalty and profitability."
--Beerud Sheth, Co-Founder and GM of ELance
"The term "Virtual Community" carries so much baggage that many people forget that community, at its essence, is simply people interacting with other people. Underscoring some basic principles of community building, Banks and Daus show how paying attention to the interaction between your customers can affect the bottom line."
--Cynthia Typaldos, cofounder of GolfWeb, founder of RealCommunities, and president, Typaldos Associates
"Customer.Community is a great look at how online Community really works. I tell people that if you want to save the world, well, you don't get to do that, but improving customer service really helps. This book brings you far in that direction."
--Craig Newmark, Founder, Craigslist
"The concepts in Customer.Community present a way to understand what customers really need and want. The very existence of public discourse in commerce creates a discipline that results in happier customers."
--Scott Cook, cofounder, Intuit
"Companies who have focused on he individual customer in the past must also now focus on the collective-the customer-community-to be successful."
--Michael Lowenstein, coauthor, Customer Winback
Top customer reviews
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The authors outline the twelve principles for building community which provide a terrific foundation to understanding how people interact. The book includes many examples of best practices from companies across a variety of industries, from cosmetics to software.
Anyone needing to justify how an online community contributes to the bottom line will love Chapter 7. The authors include a full page chart on pg. 169 that breaks out how a community can contribute to customer loyalty, revenue, and lowering operational expenses.
A must-read if you are even considering creating an online community!
More and more successfull ebusinesses are taking advantage of the relationship between community & commerce. This book describes the relationship and why there are real strong business benefits to be obtained for designing community around any commercial website.
The are a number of benefits for combining community & commerce together. The authors point out increased customer loyalty, lower operational (support) expenses and an increase in direct revenue.
The authors provide examples of websites designed that take advantage of the relationship of community & commerce: ... A two page chart of all customer community pioneers is provided which ranks each site according to the 12 principles of successful community building. These 12 principles are:
1. have a clear purpose for the virtual community (vc)
2. Allow members to be able to identify each other
3. Allow for reputation to arise in the vc
4. Create a system of governance in the vc
5. Allow for communication between members
6. Allow for groups to form in the vc (smaller vc's)
7. Create an environment for members to talk
8. Create boundaries for the vc
9. Create a system of trust
10. Allow for exchange of knowledge & experience
11. Allow community to have character
12. Allow vc to have history.
In the book community is not seen as isolated from commerce rather as an integrated part towards providing increased knowledge for customers and increased revenue for an online business - in other words customers and the business collectively benefit.
The authors also draw on research from ... which supports the relationship of community & commerce online.