The LugIron Software Blog

Last week I posted a piece about measuring community efforts titled How Do You Measure Community? An additional interesting measure for your community is “how effective is your community manager?” Here an excerpt from an interview with Jono Bacon, Art of Community author and Ubuntu community manager on LinuxQuestions.org: What do you consider the best metrics [...]

Technorati Tags: advocate, CMAD, community, community manager, customer expererience, Customer Support, Jeremiah Owyang, measure

Here’s a group of links I found useful this week while reading about social support communities, and community growth and management. Some are new, some are old, all are borrowed. Enjoy. Creating Customer Communities « Dachis Group Collaboratory | Social Business Design Our key recommendation, … was to move away from customer community building being a specialist [...]

Technorati Tags: community, community management, Customer Support

As “Avatar” director James Cameron said to The Sun recently, “My reputation probably was deserved at one point” for being an intense person to work with, apparently. But what about building a reputation for being helpful, or a reputation for being knowledgeable? Reputations are built every day using the social tools on the web such [...]

Technorati Tags: customer service, Customer Support, movie, persona, reputation, service, social, social support communities, ssc, support

Just do a search for customer service #fail on Twitter any given time of the day and you’ll see customers complaining about a failure in service. Take this one from a Toyota customer for example. She loves her vehicle, but hates the service. Or how about this one from a Best Buy customer on hold on [...]

Technorati Tags: conversation, customer service, Customer Support, hashtag, software, support, technical support, Twitter