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Do customer communities develop organically or do they exist by design?

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posted Jan 10, 2019 by Ravi Ranjan

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1 Answer

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Traditionally, customer problems have been locked up in your ticketing system. Doing things in the open means that customers can post complaints on your website but this is happening anyway on Facebook and Twitter. By responding in the open to complaints, you are showing the world that you are well intentioned and fair. It’s telling that companies like airlines and telcos with less than stellar NPS scores are launching customer communities.

answer Jan 11, 2019 by Mayuri Munnolimath