#CMGRHangout presents: Customer Centric Communities


A “customer centric” company is defined as: Creating a positive consumer experience at the point of sale and post-sale. As anyone in the community industry knows, delighting customers with a positive experience is fun. According to Hanna Johnson, in a GetSatisfaction post titled 5 Qualities of a Customer-Centric Company (http://blog.getsatisfaction.com/2013/09/04/5-qualities-of-a-customer-centric-company/), there are 5 qualities to look for when identifying truly customer-centric organizations:

1. Accessible
2. Responsive
3. Empathetic
4. Cohesive
5. Nimble

How does this look when applying it to your community model? Join us for this week’s #CMGRHangout panel on Friday, January 30th at 2pm EST to discuss how customer-centric qualities can help you surprise and delight your community.

+Dom Garrett and +Sherrie Rohde will be hosting the Hangout with +Jenn Chen, +Brian Fanzo, +Ally Greer, +Lorrie Guerrieri and +Milan Rudez as panelists. +Carrie Keenan and +Sarah Nagel will be moderating the Twitter chat using #CMGRHangout .

Discussion Questions

1. How do you make sure your company is accessible to your community?
2. What steps do you take to ensure your community views you as responsive?
3. What’s an example of a time you’ve showed empathy to your community?
4. How do you communicate and collaborate internally to provide fast, truthful information to your community?
5. When have you been able to implement community feedback in a quick and nimble way?
6. What else do you do to surprise and delight your community?

RSVP & Watch the Hangout

RSVP here to let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting here.

Let’s discuss ways you can attend:

Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)

Talk and Be Seen: If you decide you want to talk, not just watch, click to join the hangout when we post the link here or when you see the notification. (We will only invite a few people for this event, so let us know why you would like to attend.) Do NOT click the link to join the hangout if you are just here to watch.

Chat: You can watch here and/or follow the conversation on Twitter using     .

Any questions? Just let us know in advance. Please don’t wait until 2pm EST to ask questions. 

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.

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