The word "community" is becoming so overused that it is beginning to lose its meaning. Many businesses apply that word to their customers without understanding the value of true community. But you are different. You understand there is a difference between fans and family. Let's get our hands dirty, explore these differences, and discover together how much potential there is in converting our customers from a crowd to a community.
I practice the crafts of community cultivation and customer development as the Community Architect at Zappos.
While I have a technical background, I prefer to speak in gardening and architecture metaphors. I am inspired by storytelling, psychology, evangelism, architectural theory, social economics, game mechanics, cultural anthropology, compassion, and ants.
I was studying to become a missionary, but left that path because I grew tired of the business of religion. Now, I help businesses convert customers into communities of evangelists.
Oh, and I
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