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6min chapter
Communicating Community Value with Erica Kuhl and Brian Oblinger of In Before The Lock
The Community Experience
How to Build a Successful Community
Jillian: Companies go into this thinking about themselves. They might not think as much about the customer experience or the member experience. Jillian: You want to have someone that's there 40 hours a week or more inside your company who lives and breathes it. She says sometimes when communities do well, they're ruined by their own success.
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