23 min
3 Pillars for Strong Communities with Nicole Saunders, Manager of Community Engagement at Zendesk Brand Community Podcast
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- Marketing
In this episode we welcome Nicole Saunders, the Manager of Community Engagement at Zendesk. She oversees all of its community programs to help set strategy, define policy and promote their support communities to their users. She collaborates with several internal teams on customer support, product development, training, customer education, content marketing, knowledge sharing, social media, and data, with the goal of increasing customer connections, professional development, and relationship with Zendesk.
Previously, Nicole helped grow Jaunt, a VR startup in Silicon Valley, and was also the lead on the launch of Built In Colorado, an aggregator for the tech startup community there, having founded the 'Built-In Brews' networking series.
Together we cover:
- The differences between marketing & community
- How Zendesk approaches community management and Nicole’s day to day work
- Exciting things about going all-in on virtual events
- Thinking strategically about what kind of events are gonna stay relevant for which audiences
- The importance of grouping members based on industry and sector instead of location
- Why giving community members the ability to take leadership and form connections with one another has been a huge success
- Hybrid events and future formats
- What are the most important KPIs and how to understand what really matters when building communities
- How user badges helped grow a team of community moderators with subject matter expertise that other members can trust
- The secret to working cross-function with other teams
- Key pillars of successful communities: helpful content, helpful people, and helpful leadership
- The knowledge capture model
Hosted on Acast. See acast.com/privacy for more information.
In this episode we welcome Nicole Saunders, the Manager of Community Engagement at Zendesk. She oversees all of its community programs to help set strategy, define policy and promote their support communities to their users. She collaborates with several internal teams on customer support, product development, training, customer education, content marketing, knowledge sharing, social media, and data, with the goal of increasing customer connections, professional development, and relationship with Zendesk.
Previously, Nicole helped grow Jaunt, a VR startup in Silicon Valley, and was also the lead on the launch of Built In Colorado, an aggregator for the tech startup community there, having founded the 'Built-In Brews' networking series.
Together we cover:
- The differences between marketing & community
- How Zendesk approaches community management and Nicole’s day to day work
- Exciting things about going all-in on virtual events
- Thinking strategically about what kind of events are gonna stay relevant for which audiences
- The importance of grouping members based on industry and sector instead of location
- Why giving community members the ability to take leadership and form connections with one another has been a huge success
- Hybrid events and future formats
- What are the most important KPIs and how to understand what really matters when building communities
- How user badges helped grow a team of community moderators with subject matter expertise that other members can trust
- The secret to working cross-function with other teams
- Key pillars of successful communities: helpful content, helpful people, and helpful leadership
- The knowledge capture model
Hosted on Acast. See acast.com/privacy for more information.
23 min