Building Customer Communities Is the Key to Creating Value

Posted Monday, February 4, 2013 in Customer Culture by Rob Landry

Interesting article from Harvard Business Review on this subject that seems relevant to this community:

http://blogs.hbr.org/cs/2013/02/building_customer_communities.html

1 comment


  • Patty_author
    Patricia Seybold on February 4, 2013 at 9:16 p.m.

    Thanks, Rob... I like his hierarchy of value:

    Level 1: You provide a commodity, your customers are price-sensitive

    Level 2: You help customers get something done

    Level 3: You engage the customer emotionally

    Level 4: You help them build social capital

You must be a member to comment. Sign in or create a free account.