18. Who to Surprise and Delight?
New Customers
Loyal Customers
Customers with Past Complaints
Customers with Milestones
Social Influencers and Media
Copyright Mitchell Fawcett 2014
19. What do Community Managers Need?
Listening Skills
Excellent CRM Software
Operational Integration
Responsiveness
Empowerment
Time
Copyright Mitchell Fawcett 2014