Best Thinkers Webinar Recap: The New Secret Sauce for Customer-Centric Enterprises

Paul Dunay Financial Services Marketing Leader, PricewaterhouseCoopers

Posted on April 2nd 2014

Best Thinkers Webinar Recap: The New Secret Sauce for Customer-Centric Enterprises

This week, I moderated another great webinar from the SocialMediaToday Best Thinker webinar series, this time on the topic of Online Community: The New Secret Sauce for Customer Centric Enterprises. The webinar included a perfect mix of speakers each with a unique perspective on online communities: Vanessa DiMauro, the CEO of the Leader Networks and a previous speaker on the Best Thinkers Series; Tamera Rousseau-Vesta, the digital and community marketing manager at Extreme Networks; and Nathan Roth, who leads the digital and social marketing for Koodo Mobile, Canada's fastest growing telecom company.

Vanessa got us started with some research on online communities. Some of her key points addressed - Why companies launch online communities as well as What characteristics determine if a company will be successful with their online community. Vanessa also showed us 3 models that all online communities can conform to: the Information Dissemination community, the Shop Talk community, and the Professional Collaboration community. 

Then Tamera gave us an overview of the Extreme Networks community called 'The Hub'. She discussed the 4 stage of community strategy; Stage one - how can you make the customer experience better, Stage two - bringing the community to life, Stage three - time to grow and evolve and Stage four - setting the gold standard for community maturity. Tamera also discussed the need for a community content calendar which really intrigued the audience.

And finally, Nathan gave us an overview of the Koodo Mobile community and their objectives; support, advocacy and loyalty. Support questions get answered by customers on average of 6 minutes or less. No wonder they have won the J. D. Powers award 3 years in a row!

If you have ever been on a SocialMediaToday webinar before, you know they are very “participant-driven” and we love to ask your questions of our panelists. Many of the questions from our audience revolved around topics such as: How do you police a community – or do you? Are their any tricks to getting the community engaged? If so what are they? How do you recognize, and incentivize your brand champions, while connecting them to prospects?

If that piqued your interest and you want to hear the replay of this webinar, please check out this link. Otherwise we hope you will join us on another SocialMediaToday webinar! The next webinar is on Story-Telling: To Crowdsource or Not to Crowdsource signup for it on the SMT website or just view the schedule of upcoming webinars here.


Paul Dunay

Financial Services Marketing Leader, PricewaterhouseCoopers

Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand and creating buzz for leading technology, consumer products, financial services and professional services organizations.

Paul is the author of five “Dummies” books: Facebook Marketing for Dummies (Wiley 2009), Social Media and the Contact Center for Dummies (Wiley Custom Publishing 2010), Facebook Advertising for Dummies (Wiley 2010), Facebook Marketing for Dummies 2nd Edition (Wiley 2011) and Facebook Marketing for Dummies 3rd Edition (Wiley 2012).

His unique approach to marketing has led to recognition of Paul as a BtoB Magazine Top 25 B2B Marketer of the Year for 2010 and 2009 and winner of the DemandGen Award for Utilizing Marketing Automation to Fuel Corporate Growth in 2008. He is also a finalist for the last six years in a row in the Marketing Excellence Awards competition of the Information Technology Services Marketing Association (ITSMA), and is a 2010 and 2005 gold award winner in Driving Demand.

Marketing Darwinism, Paul’s blog, has been recognized as a Top 20 Marketing Blog for 2009 and 2008, a Top Blog to Watch for 2009 and 2008, and an Advertising Age Power 150 blog in the “Daily Ranking of Marketing Blogs.” 

Paul has shared his marketing thought leadership as a featured speaker for the American Marketing Association, BtoB Magazine, CMO Club, MarketingProfs, Marketing Sherpa, Marketing Executives Networking Group (MENG), and ITSMA. He has appeared on Fox News, and his articles have been featured in BusinessWeek, The New York Times, BtoB Magazine, MarketingProfs and MarketingSherpa.

Paul holds an Executive Certificate in Strategy and Innovation from MIT’s Sloan School of Management and a bachelor’s degree in Marketing and Computer Science from Ithaca College.

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