Community Signal

Jason Falls knows where your customers are talking. He’s studied conversations for several years and, time and time again, he’s shed light on an inconvenient truth for brands: If you’re ignoring online forums, you’re probably ignoring a substantial part of the conversations happening in public – maybe even a majority of them. And it usually doesn’t matter what industry you’re in. Banking? 90%. Elderly care? 83%. He doesn’t work in the community space, he’s not drinking the Kool-Aid. Jason is a veteran digital strategist who follows the data, and the data tells him that brands are continually missing a major opportunity to build loyalty and increase sales. And that’s one of the topics on this episode. Plus: Why angry brand ambassadors are actually a positive The obsession with vanity metrics Where community fits in customer journey mapping Our Podcast is Made Possible By… If you enjoy our show, please know that it’s only possible with the generous support of our sponsor: Higher Logic. Big Quotes On how foru