Creating Customer Communities

DACHIS GROUP COLLABORATORY — Anyone who follows my movements online will have noticed that I’ve been rather quiet recently. This is because I have, for the past month or so, been part of a Headshift team, which at various times drew upon the experience and skills of more than ten people, working to deliver a piece of strategic consultancy on creating successful customer communities for a client. It has been one of the most interesting pieces of social business design I’ve ever played a role in delivering. The project made use of Headshift’s existing framework for conducting extensive reviews of user behaviour, staff workflows and technical infrastructure, as described in the case study of a similar piece of work we did for the BBC. The project included extensive research and analysis of existing customer community building activities already undertaken by the client, including...