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Community Management - Basics

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Nathalie & Christoph Edelmann Community Management GbR
Nathalie & Christoph Edelmann Community Management GbR

Engagement, Influence, Communication, Pitfalls and Solutions Part 1

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Engagement Influence Communication ? Pitfalls Solutions Community Management?
Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing The Big Picture
1. Layers of Engagement 2. Levels of Influence 3. Communication 4. Know about the pitfalls 5. Be pro-active Steps to Success
Step 1 – Layers of Engagement
Step 1 – Layers of Engagement
Passive Customers Step 1 – Layers of Engagement
Listeners Passive Customers Step 1 – Layers of Engagement
Contributors Listeners Passive Customers Step 1 – Layers of Engagement
Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
Discussion Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
That's nice Discussion Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
That's nice Don't like Discussion Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
That's nice Don't like Discussion I also enjoy! Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders Spread the word Contributors to less engaged buddies Listeners Passive Customers Step 1 – Layers of Engagement
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders Spread the word Contributors to less engaged buddies Meet in-game Play / Use Pick up opinions Search for problem solvers Listeners Passive Customers Step 1 – Layers of Engagement
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 1 – Layers of Engagement
Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies Support Community E (Spread-the-Word) Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies Support Community E (Spread-the-Word) Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N Buddy Community T (Buddy-to-Buddy Interaction) Passive Customers Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies Support Community E (Spread-the-Word) Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N Buddy Community T (Buddy-to-Buddy Interaction) Passive Customers Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers Give it a try..! Are there issues? Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers Give it a try..! Are there issues? That's great about the game.. Cares about Community feedback? Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? That's great about the game.. Cares about Community feedback? Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Product service? Cares about Community feedback? Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Product service? Cares about Community feedback? Did you know...? Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Step 2 – Levels of Influence
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Brand Perception Step 2 – Levels of Influence
Step 3 – Communication
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Brand Perception Step 3 - Communication
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Brand Perception Marketing Step 3 - Communication
That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
That's nice Incentive Feedback Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
That's nice Incentive Feedback Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
That's nice Incentive Feedback Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
4. Pitfalls...
Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Something goes wrong...
Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing ...and remains unnoticed...
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics
Community Management - Basics

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Community Management - Basics

  • 1. Engagement Influence Communication ? Pitfalls Solutions Community Management?
  • 2. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing The Big Picture
  • 3. 1. Layers of Engagement 2. Levels of Influence 3. Communication 4. Know about the pitfalls 5. Be pro-active Steps to Success
  • 4. Step 1 – Layers of Engagement
  • 5. Step 1 – Layers of Engagement
  • 6. Passive Customers Step 1 – Layers of Engagement
  • 7. Listeners Passive Customers Step 1 – Layers of Engagement
  • 8. Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  • 9. Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  • 10. Discussion Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  • 11. That's nice Discussion Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  • 12. That's nice Don't like Discussion Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  • 13. That's nice Don't like Discussion I also enjoy! Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  • 14. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  • 15. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders Spread the word Contributors to less engaged buddies Listeners Passive Customers Step 1 – Layers of Engagement
  • 16. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders Spread the word Contributors to less engaged buddies Meet in-game Play / Use Pick up opinions Search for problem solvers Listeners Passive Customers Step 1 – Layers of Engagement
  • 17. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 1 – Layers of Engagement
  • 18. Step 2 – Levels of Influence
  • 19. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  • 20. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  • 21. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  • 22. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  • 23. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  • 24. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies Support Community E (Spread-the-Word) Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  • 25. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies Support Community E (Spread-the-Word) Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N Buddy Community T (Buddy-to-Buddy Interaction) Passive Customers Step 2 – Levels of Influence
  • 26. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies Support Community E (Spread-the-Word) Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N Buddy Community T (Buddy-to-Buddy Interaction) Passive Customers Step 2 – Levels of Influence
  • 27. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers Step 2 – Levels of Influence
  • 28. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers Give it a try..! Are there issues? Step 2 – Levels of Influence
  • 29. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers Give it a try..! Are there issues? That's great about the game.. Cares about Community feedback? Step 2 – Levels of Influence
  • 30. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? That's great about the game.. Cares about Community feedback? Step 2 – Levels of Influence
  • 31. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Product service? Cares about Community feedback? Step 2 – Levels of Influence
  • 32. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Product service? Cares about Community feedback? Did you know...? Step 2 – Levels of Influence
  • 33. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Step 2 – Levels of Influence
  • 34. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Brand Perception Step 2 – Levels of Influence
  • 35. Step 3 – Communication
  • 36. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Brand Perception Step 3 - Communication
  • 37. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Brand Perception Marketing Step 3 - Communication
  • 38. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  • 39. That's nice Incentive Feedback Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  • 40. That's nice Incentive Feedback Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  • 41. That's nice Incentive Feedback Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  • 42. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  • 43. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  • 44. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  • 45. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  • 47. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Something goes wrong...
  • 48. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing ...and remains unnoticed...