Features
- Cover Type: Hard Cover with 256 pages
- Published by: Jossey-Bass
- Edition: 1st Edition June 15, 2002
- Written in: English
- ISBN 10 Number: 078795621X
- ISBN 13 Number: 978-0787956219
-
Book Dimensions:
9.1 x 6.2 x 1 inches
- Weighs: 1.2 pounds
Product Review
"I am quite impressed with this bookwell written, easy to understand guide to the world of the internet and business" --
M2 Best Books, 3 September 2002"I am quite impressed with this bookwell written, easy to understand guide to the world of the internet and business" (M2 Best Books, 3 September 2002)
Product Review
"EBay-like peer-to-peer marketplace dramatically increase the exchange off value between a business and its customers.
Customer.Community shows how any company can leverage this dynamic to drive loyalty and profitability."
--Beerud Sheth, Co-Founder and GM of ELance
"The term "Virtual Community" carries so much baggage that many people forget that community, at its essence, is simply people interacting with other people. Underscoring some basic principles of community building, Banks and Daus show how paying attention to the interaction between your customers can affect the bottom line."
--Cynthia Typaldos, cofounder of GolfWeb, founder of RealCommunities, and president, Typaldos Associates
"Customer.Community is a great look at how online Community really works. I tell people that if you want to save the world, well, you don't get to do that, but improving customer service really helps. This book brings you far in that direction."
--Craig Newmark, Founder, Craigslist
"The concepts in
Customer.Community present a way to understand what customers really need and want. The very existence of public discourse in commerce creates a discipline that results in happier customers."
--Scott Cook, cofounder, Intuit
"Companies who have focused on he individual customer in the past must also now focus on the collective-the customer-community-to be successful."
--Michael Lowenstein, coauthor,
Customer Winback
Reader ReviewsThere is a growing body of knowledge on how an ebusiness (or any business online) can be a success (profit wise) on the Internet. More and more successfull ebusinesses are taking advantage of the relationship between community & commerce. This book describes the relationship and why there are real strong business benefits to be obtained for designing community around any commercial website. The are a number of benefits for combining community & commerce together. The authors point out increased customer loyalty, lower operational (support) expenses and an increase in direct revenue. The authors provide examples of websites designed that take advantage of the relationship of community & commerce: ... A two page chart of all customer community pioneers is provided which ranks each site according to the 12 principles of successful community building. These 12 principles are: 1. have a clear purpose for the virtual community (vc) 2. Allow members to be able to identify each other 3. Allow for reputation to arise in the vc 4. Create a system of governance in the vc 5. Allow for communication between members 6. Allow for groups to form in the vc (smaller vc's) 7. Create an environment for members to talk 8. Create boundaries for the vc 9. Create a system of trust 10. Allow for exchange of knowledge & experience 11. Allow community to have character 12. Allow vc to have history. In the book community is not seen as isolated from commerce rather as an integrated part towards providing increased knowledge for customers and increased revenue for an online business - in other words customers and the business collectively benefit. The authors also draw on research from ... which supports the relationship of community & commerce online.
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