Chapter 5

Is it risky to let customers talk to each other?

Để khách nói chuyện với nhau có rủi ro không?

The chapter's question

How do I build a group where customers talk with each other?

Big idea

Customers learn more from each other than from the success team.

In this chapter

  1. Part 5.1

    Chat Group or Meetup

    Which format suits my customers?

  2. Part 5.2

    Group Rules

    What rules does the group need so it does not become a place for complaints?

  3. Part 5.3

    Keeping the Rhythm

    Who keeps the group running regularly?

  4. Part 5.4

    Public Criticism

    What do I do when a customer criticises the product in front of the group?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of When Customers Tell the Story is free to read right here.

Read in Conan School

Chapters of When Customers Tell the Story

  1. 1.Will a satisfied customer actually speak up for us?
  2. 2.When does asking for a referral stop feeling awkward?
  3. 3.Should a customer story include the hard parts?
  4. 4.Could our best advocate be the first to leave?
  5. 5.Is it risky to let customers talk to each other?