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A COLLECTION OF COMMUNITY MANAGEMENT A Collection Of Community Management Advice

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A COLLECTION OF COMMUNITY MANAGEMENT ADVICE: WHAT IS THE RELATIONSHIP BETWEEN CUSTOMER SERVICE AND COMMUNITY?“ ith so many options for social W “ For customers, the customer experience is a continuous one, not one segmented media available to our customers, into evaluation, purchase and support. their avenues for complaints and Because of that customers don’t “word-of-mouth” have been vastly typically distinguish between channels expanded. What may start off as a when they have a need even though bad customer service experience organizations have different functional can quickly turn into a PR nightmare groups to manage the different aspects as it makes its way out into the of the customer process. Communities community. Customer service and increasingly serve as the one point of contact for customers related to a community managers have to work company and community teams act together to address the customer as ombudspersons, providing a single service issues that a company may consistent experience to customers and face, and to guide the conversation shielding them from internal complexity back to a positive resolution.” while ensuring questions are answered.” MARK SHANNON, HENRY’S RACHEL HAPPE, THE COMMUNITY ROUNDTABLE 23

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