Chris and Michael talk about how companies have built online communities and how each company started in different ways. Just because one company builds an online community one way, it does not mean that is the only way to do it. We explore those different ways in this episode. Although we think the technology and platforms are important parts of building an online community, we know that it is not the thing you should start with. Some questions to ask and answer before getting started are: Why are you building this community? What problem are you trying to solve? What will your customers get out of your community? What will they do when they are there? What are some core KPI's that you will track when the community opens up? In this episode we mention how Holly Firestone, Head of Community, from Venafi how she started her community from slack channels so that they can engage their customers. (I'm fairly sure we say her last name incorrectly in the episode, our sincere apologies.)
Episode 038 - Tel Aviv has Amazing Beaches!! How to take the Apple Approach in Digital at a Lil ole Bank in El Paso
In this episode, Michael talks about how his approach in building a digital / eCommerce at a small bank in El Paso will take an Apple approach. They want to grow their acquisition strategy around people and education. Walk before you run!
Episode 037 - Post 2020 Election - Building a Community Champions Program - Brainstorm on How to Build This Program
Creating a champions program allows and incentives your customers to help create content. It is difficult to come up with the right things to do to incentivize your customers because there are so many things to do. Humans in general are motivated by different things, but you have to start somewhere. Yes, it is stressful at times, but start small and build big.
Michael and Chris dive into the budget season and are thinking about what we need for 2021. Chris talks about developing a Super User program for the Imperva Community and looking at getting a resource to run this. Michael helps guide Chris in what that extra resource could also do. Michael is focused on the customer, but believes that you have to "fix" the internal pieces first. He talks about visual ways to show the organization on how to influence change internally. Michael is trying to influence others to make things happen internally.
Episode 035 - Creating Digital Experience at a Drive-Thru Bank, Working with Legal and Happy First Birthday To Imperva Community
We talk about a lot of different topics in this podcast that includes the complexity of creating a digital customer experience with your customers in the banking industry, working with legal teams and Imperva's Community 1st birthday. Listen now!
Episode 034 - Holy Batman! Ask Me Anything for Digital Community Should be Engaging and Produce Tons of Engaging Content
In this episode, Michael starts off the conversation with a story about Mexican free-tailed bats! Yes, that's right, bats.. Then Chris talks about his first LIVE Ask Me Anything webinar that he hosted with Imperva experts, Imperva customers and Imperva partners. AMA's can be done many different ways, so take a listen on how Chris did it.
Episode 033 - Engaging Customers, Engaging the Org, Creating Content are all Good; Without it your Digital Community will DIE
Giving the right attention to digital communities is crucial. For your community to thrive, you have to have the right alignment at the senior level. You have to engage your customers, you have to engage your internal organization and you have to have the right content. We also give some good examples of, if you don't focus your attention on it, the community could and will die. You have to listen to the end. Michael sums this episode up quite well!
In this episode, Chris and Michael talk about how we do research when building or enhancing our communities. Then we start noodling on how to do self-help in a digital way. Michael then ponders the ideas of self-help and digital support for banking. Today they are heavily offline but are moving to a more digital way. We talk about how banking is so personal for people. Money is always an important aspect of all of our lives. We ponder on the question: What does a community or a digital support strategy look like for a financial institution?
In this episode, Chris and Michael talk about how you present digital to an organization that does not understand digital. Some of this starts with telling the stories. How do you make an offline experience comparable to a digital online experience? We pose some of the problems like they were real in front of a person. You have to start simple. Michael talks about some real life experiences that he has had and share some of his examples.
In this episode we talk to Dani Weinstein about the different communities he built, launched, and scaled within his careers. He touches on every aspect of building these communities that include super user programs, securing funds to build online communities and how data is the gold of all things around community.
Episode 028 - Fighting for What is Right and The Balance of Working from Home vs Working in the Office
Chris and Michael talk about the value of office working. We believe that there needs to be a balance between the two. Michael has always liked the idea of working in the office, but Chris likes the idea of working from home more. We also get involved in a conversation around how you have to fight for what you believe in when it comes to your online community. Chris goes into detail around how he fought to get Community icons, and more, into a "PingOne" like SSO for his community at his company. Even if it seems like a small thing, it might not be. Chris believes the impact is huge. Take a listen
Michael interviews Chris about his new webinar program that he created on the Imperva Community. During this podcast, Chris walks the audience through how and why he has created community webinars. These webinars create customer engagement, new and fresh content through Q&A, Community blog content, webinar videos and video snippets. The goal at the end of the day is getting the customers what they need as quickly as possible. These webinars help customers do just that. What we did not talk about is the time and effort this takes in getting the experts to do a webinar, content creation, and once it's created going back to get the expert to look at it and correct it and finally schedule the content post. That's another story, but it does take time, but the payoff is worth it.
Episode 026 - Guest Speaker - Amy Kochert - How She Took a Company Community from a Isolated Desert of Forgotten Souls to a Thriving Community
Amy's first job was working from home, as a stay at home mom for many years. Then she started her second career in Customer Experience. Amy worked for Apple, where she learned how to drive and build a great customer experience, both online and offline. She took her experiences to Flexera. She talks about how she redesigned the existing 2008 bulletin forum and brought it back to life with a better CX.
Episode 025 - Guest Speaker - Holly Firestone - A look Back and a look Forward to Building Communities From Scratch
We talk to Holly about her new adventure at Venafi. She went from working at SFDC as a Community Director with several people under her to Venafi, which she is green fielding a new community there as the Head of Community.
Finding creative ways to keep employees engaged and to do their work is not always easy when forced to work from home. Chris and Michael talk about some employee engagement tactics that sometimes work.
Episode 023 - Guest Speaker - Carrie Melissa Jones - Author of Building Brand Communities: How Organizations Succeed by Creating Belonging
Michael and Chris had a great conversation with Carrie Melissa Jones around her new book Building Brand Communities: How Organizations Succeed by Creating Belonging. We talk about the differences between branded communities and other communities. We also talk about top down, bottoms up leadership. Is this true? Is it not true? Carrie will share examples of good and bad leaderships.
Episode 022 - Chris & Michael talk Digital Integrations with current Branded Community and how it will equal to a great Customer Experience
Chris Detzel and Michael Sandoval talk about how Chris' current success with branded Community at his company, with buy-in from executives, through integrations will equal to a better digital customer experience and more acquisitions of current customers
Episode 021 - Michael Sandoval starts a new job and is over all of Digital - How important is on-ramping?
In this episode, Michael talks about his new job that he took. He took on a newer role for him, as he now owns all of Digital. Since he is going through onboarding at his new company, we talk about how important it is to get on the same page as your leader.
Episode 020 - Case Deflection and Building Online Community for Supporting your Customer Product Questions
Chris Detzel and Michael Sandoval talk about self-help. We believe that B2B customers prefer to self-serve in this digital age of the customer. Building an online community can help with this. We discuss the intricacies of what it takes to build a community that helps with support and what it takes to build a case deflected community. We also believe that if you are not on the first page of Google, when a customer asks a question about your product, you lose. On the other hand, if a customer searches on Google and does get the answer to the question they have about your product, then you win.
Episode 019 - "A Look Back at Community and What to Expect in the Future" with Special Guest Brian Oblinger
During this time of COVID-19 communities are more important than ever. In this podcast we talk to Brian about all things community. If organizations have not thought about or gone digital you could be in trouble. We also talk about customer experience and how community is one of the pillars. Community managers / leaders have been doing customer experience for a long time. Community should eventually branch out to customer journey mapping, online and face to face events and into customer advocacy programs.
Michael Sandoval and Christopher Detzel talk to Valentina Ruffoni about her experiences with online and offline communities. Valentina is in Madrid. She specializes in person community events. Valentina is now learning how to bring those events online. During this session we talk about how she has met a lot of international people in Madrid and how she kicked off Eat out Madrid. She created a second community called Eat In Madrid. This community is now booming because people are wanting to share their experience as they eat in during COVID-19.
Episode 017 - Guest Speaker Shannon Emery from Higher Logic: How to Position Internal Communities as a Value to Employees
Building customer and employee communities takes time and take a lot of patience. Shannon Emery talks about dog "fooding" their on platform. The core competency of Higher Logic is online community so one would think that everyone knows how to use it. That statement is not always true. For Higher Logic, Shannon talks core metrics of an employee community. Some of the metrics include connections, employee recognition and leveraging communications. We also talk about some of the cool features that Higher Logic has on its platform. Don't miss out on Chris' take on these features! At the end, we give our favorite memes! What is your favorite meme?
Former VP Community at Salesforce, Erica Kuhl joins Peers Over Beers to talk about her current role as CEO & Founder of Erica Kuhl Consulting. - Community industry not moving fast enough and she can help - All industries are looking at community - Who should do community? (Hint, Erica says all industries can benefit from community) - Four buckets Erica helps companies with communities Budget, program frameworks and total buy-in for communities is important to her when she helps companies. We talk about how customers are first. When you put your focus on the customer experience and customer success the company will see the value over time. Data, data, data is something you should fall in love with!
Episode 015 - "How Did We Get Here" with Special Guest Matt Mecham, Co-Founder and Development Director for Invision Community
We have a great guest joining our podcast today. Mr Matt Mecham, the Co-Founder and Development Director of Invision Community. He joins us from his home base in the UK and we enjoyed the chat so much, we are pusblishing the entire unedited edition. I think when you listen to the podcast you will know why. Matt's insightful journey and story of his career from community developer to Co-founder of Invision is a great one indeed. Plus listening to some of Matt's personal thoughts on today's community manager's challenges will give you a sense as to why he is a sought after resource in our industry. I hope you enjoy and stay safe my friends.
We have been away longer than usual, but we have a doozy set of podcasts. This is the first of three, count them, three podcasts with our guest speaker Blake Ethridge. Like Netflix, we will release them all at once! Our original question posed to Blake was to understand how he executed on a super user program at Texas Instruments. However, like many of our conversations, we let the spirit run the show. The good news, we had a great hour discussion about many subjects. In this part 1 episode, we discuss how Blake drove the business need to create a super user program. PS. This was our first "virtual" podcast and I had to do a lot of clean up. Therefore, please forgive some of the audio. :)
Episode 013 - Guest Speaker Blake Ethridge: Building a Super User Program and Creating a 360 Customer View with Community
This is the second of three, count them, three podcasts with our guest speaker Blake Ethridge. Like Netflix, we will release them all at once! Our original question posed to Blake was to understand how he executed on a super user program at Texas Instruments. However, like many of our conversations, we let the spirit run the show. The good news, we had a great hour discussion about many subjects. In this episode, we go deeper into the nuts and bolts of creating TI's supper user program. How the super user program won over business units and created a 360 customer experience. PS. This was our first "virtual" podcast and I had to do a lot of clean up. Therefore, please forgive some of the audio. :)
This is the last of three, count them, three podcasts with our guest speaker Blake Ethridge. Like Netflix, we will release them all at once! Our original question posed to Blake was to understand how he executed on a super user program at Texas Instruments. However, like many of our conversations, we let the spirit run the show. The good news, we had a great hour discussion about many subjects. In this episode, we discussed how Blake used the success of the community to find more employees and users. This allowed him to find new super users to the program. We learnt how face-to-face meetings with your community members creates a pull effect to your site. Lastly, Michael does a great job summarizing the hour. He created Blake's 4-Phase approach to creating a B2B super user program. PS. This was our first "virtual" podcast and I had to do a lot of clean up. Therefore, please forgive some of the audio. :)
Audio File Updates Feb 25, 2020. In this episode Chris admits that the does not know everything about Community Management. We talked about the power of getting your community to help with topics. In this quick and dirty episode we talk about how to build a Super User Program for your community.
Happy Valentines Day to everyone and what a great way to celebrate this day of friendship by curling up to this week's episode of Peers Over Beers. Chris and I are continuing our discussion on offline events and our focus is on affinity conferences and ad hoc events. What should your community trade show strategy be and how did one look like for us previously. There is fun fun in between, but we end on why should be motivate your customers and employees to get on the community band wagon. All this and more in this week's episode
With last week's episode focused an #CMAD, we pick up where we left off on Episode 007. Chris has a question on when to start offline events for his community. What types of offline events are there and how does one start. We take the case of "user groups" and use Episode 007's BeagleBoard case study. We get into metrics and I think there are many ways to measure, but thanks to Chris for always helping me bring it down to simple terms. In the end, our discussion gives Chris a Eureka moment. Listen for it.
Our first recording for 2020, and we are excited to bring you our wit to the fun world of community and digital. Since we recorded on #CMAD day, we decided to devote the episode to its theme of self-care. We talk about our routines, but the discussion turns towards the stressors on community managers today. To sum up; "be empowered to say no". Happy 2020!
Episode 007 - [Case Study] Building Beagleboard.org from The Bottom Up & How You Can Start Your Open Source Community
Chris Detzel didn't know that Michael Sandoval launched two open source communities in his career. In this episode, Michael reflects on his time launching beagleboard.org from scratch. This included the marketing and go-to-market planning. The discussion then turned into a case study on beagleboard.org. Towards the end, there are some simple tips on how one could build an open source community.
In this episode, Michael Sandoval and Chris Detzel walk through the case study on how we built a social brand in the German market. We then talked about how this brand was used to help drive more original content and market traction.