🔓 109: Various forms of hybridity
Should your community be public, private, or a hybrid of both? What about free vs. paid? Erica and Brian break it all down.
Jul 31, 2024•1 hr 38 min
In Before The Lock
In Before The Lock is a podcast from Erica Kuhl and Brian Oblinger about community, customer experience, and leadership at scale.
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Episodes
🔓 108: The Ericas
And The Erica Goes To…Erica! 🏆🥳 Brian is joined by a gaggle of family, friends, and co-workers to present Erica with awards on her birthday.
Jul 09, 2024•1 hr 50 min
🔓 107: Under the surface
Erica and Brian talk about the bones of your community and how they work together to create a cohesive experience. Previous episodes about the "above the surface" bits: 🔓 76: Combo pages 🔓 91: A list of links 🔓 101: They want the ugly Resources: Structures & Modalities Examples Permissions & Roles Template...
Apr 09, 2024•1 hr 11 min
🔓 106: The Golden Hoodie
Brian and Erica deep dive into customer awards programs and how to get them right. 🔓 5: A whole bag of crap The Golden Hoodie Alteryx Excellence Awards
Mar 05, 2024•1 hr 39 min
🔓 105: Measurin' vibes
Erica and Brian push back hard on the idea that measuring community ROI isn't important (we can't believe we had to talk about this or are typing this right now, but here we are). Measurement resources: 🔓 8: Just say No to Page Views 🔓 9: Everyone wants a cool dashboard 🧵 70: Behaviors and indicators 🧵 92: Early indicators Community Metrics Template Erica's blog: It's All About That Data Brian's presentation on measuring ROI Course: Community Measurement Fundamentals...
Jan 30, 2024•56 min
🔓 104: A really great activation
Erica and Brian talk about their favorite community activations for in-person conferences.
Dec 12, 2023•1 hr 38 min
🔓 103: Part of the master plan
Brian and Erica discuss the launch of Community Strategy Academy . Use code INBEFORE at checkout for 15% off of any course, bundle, or membership.
Sep 12, 2023•26 min
🔓 102: Scale, success, service, and hubs
The state of the market, why Customer Success is driving community inside of organizations, and how we can partner to deliver value. Resources about CS + Community: Podcast: 🔓 34: The "S" stands for "Success" Blog: Building Scalable Customer Success Through Communities
Jul 11, 2023•52 min
🔓 101: They want the ugly
Erica and Brian navigate through developer landing pages and communities from Google, Salesforce, Apple, Visa, and more. Developer Community 🔓 60: Just a couple lines of code Developer Landing Pages/Communities: Google Developers Salesforce Developers Apple Developers Intel Developer Zone Fusion Fabric Developers SAP Developers Visa Developer Center...
Mar 21, 2023•1 hr 21 min
🔓 100: Win the interview
Erica and Brian run down the most common interview questions and how to answer them. Community Industry News: Quinn McCully joined Vesta as Community Management and Engagement Specialist Maren Hamilton was promoted to Director of Social & Community at The North Face Ami Defesche joined The Wildcard Alliance as Director of Community Corey Strausman joined Weights & Biases as Community Manager, Growth Dominique Farrar joined Quantive as Director of Community Nick Emmett joined Alvaria as S...
Jan 19, 2023•1 hr 17 min
🔓 99: Looking to break in
How to build a career in community from scratch. Community Industry News: Hugh Lashbrooke joined Constantia.io as Director of Community Melissa Spinella was promoted to Principal Community Manager at UKG A word on Generative AI and communities… Giving ChatGPT a spin with community queries A thread about potential community use cases StackOverflow is already trying to ban AI-generated code samples How to get into the industry from scratch: Evan's top 10 list...
Jan 03, 2023•1 hr 13 min
🔓 98: 10x Community Pros
Erica and Brian talk through the traits and skills required to become an elite community professional and people to look to for inspiration. Community Industry News: Amanda Boyle was promoted to Director of Community Engagement at GitHub Christina Brashear joined Colibra as Senior Manager, Community Success Erin Mikail Staples joined Heartex as Senior Developer Community Advocate Sean Dahlberg joined Cisco as Head of Developer Community Nicola Balkind joined Skillshare as Program & Community...
Dec 20, 2022•1 hr 42 min
🔓 97: People, time, money, and outcomes
How to operationalize your plans and collaborate for success from pre-launch to maturity. Community Industry News: Holly Rieke joined Board International as Director of Community Jay Elango joined Sprinklr as Community Manager Allison Fasching joined LogicMontior as Director of Customer Community Nichol Goldstein was promoted to Community Manager at Progress Daniel Cmejla joined Apollo.io as Vice President of Community...
Dec 06, 2022•58 min
🔓 96: Our favorite things
On this special Thanksgiving episode, Erica and Brian dig into the things that make their personal and professional lives easier. Community Industry News: Anne Mbugua joined Analog Devices as Community Content Manager Neval Dalgic joined BARTKA INOVASYON as Community Lead Francisco Fonseca joined Lymbus as Community Manager Biswajeeta Rath was promoted to Senior Online Community Manager at BMC Dennis Lemoine was promoted to Principal Community Experiences Program Manager at Anaplan Some of our f...
Nov 22, 2022•1 hr 3 min
🔓 95: An expectation that you're listening
How to get started collecting feedback and ideas from your community when you can't commit to full-blown ideation and complex processes. Community Industry News: Jessica Mendez joined Contentsquare as CX Specialist, Community Manager Steven Demoya joined TelevisaUnivision as Help Center Community Manager Mariana Rodriguez joined Coinshift as Community Manager V.J. Watkins joined FinancialForce as Community Manager Faruq Hammed joined RECUR as Community Manager Rima Sengupta joined Automation Any...
Nov 08, 2022•52 min
🧵 94: Popping up every day
"There are lots of new community platforms and tools coming up. How to keep up with all of them?" — Tiffany Oda
Nov 01, 2022•4 min
🔓 93: Do more with less
Why community is one of the best investments a company can make during an economic downturn. Community Industry News: Rachel Basoco joined Fidelity Investments as Digital Communities Advancement and Growth Director Jeffrey Roe joined DecisionLink as Senior Community Manager Manouska Jeantus joined Miro as Community Lead Blake Ethridge joined Plex Systems as Community Manager Devan La Spisa was promoted to Manager, Community Engagement at Zendesk Lisa Wilberding joined Grafana Labs as Customer &a...
Oct 25, 2022•56 min
🧵 92: Early indicators
"What do you do if you don't have access to relevant data to be able to measure the impact your community efforts are having on the business?" — Alex Angel
Oct 04, 2022•6 min
🔓 91: A list of links
How to make navigating your community intuitive and fast for your users. Community Industry News: Colleen Curtis joined Reddit Will Manchin joined AWS as Senior Community Manager Vera DeVera joined Vareto as Head of Community Lauren Clevenger joined Block as Square's Global Head of Seller Community Adrian's book is out. Go get it. Navigation: Comcast Portal Community Swisscom Optimizely Apple Fitbit Bunnings...
Sep 27, 2022•1 hr 2 min
🧵 90: Opportunities
"Thinking more about ambassador programs. The problem with most is that the benefits to the ambassador don't immediately benefit them personally or professionally. I think that needs to change. Any good examples from programs you've seen?" — Joshua Grose
Sep 20, 2022•5 min
🔓 89: To delete or not to delete
How to handle the archiving of old, outdated, and irrelevant content from your community. Community Industry News: Work with Brian Work with Alex Angel Work with Noele Flowers Maria Ogneva was promoted to Sr. Director, Community and Customer Marketing at Invoca Andrew Mishalove joined Matillion as VP, Community Michael Pascucci joined Validity, Inc as Sr. Manager, Online Customer Community Mike Rizzo joined Stack Moxie to assist with community Francis Murphy joined Braintrust as Vice President, ...
Sep 13, 2022•1 hr
🧵 88: A part of who they are
"What are some crucial qualities of a community leader? Do you suggest promoting from within and how do I know who to target?" — Kelly Klein
Sep 06, 2022•5 min
🔓 87: Acceptable trash talk
Erica and Brian take a close look at how to create compelling community user guidelines. Community Industry News: Evan Patterson joined tender.ai as Head of Community & Partnerships Lizzie LaCour joined Softr as Community Lead Gabrielle Leith joined Grapevine as Community Manager Paola Johnson was promoted to Director, Community and Customer Advocacy at Thoughtspot Kristen Meren joined TalkBase as Community Manager Jessica West joined Temporal Technologies to manage Developer Relations and C...
Aug 30, 2022•1 hr 17 min
🧵 86: It's all about culture
"Are there certain company characteristics that are indicators whether a community will have a higher chance of success?" — Brian Koffler
Aug 23, 2022•6 min
🔓 85: A map of your brain
Erica and Brian dive deep on how to translate your strategy into action. Community Industry News: Danhel Fajardo joined Vyond as Senior Community Specialist Jephtah Abu joined AhoyConnect as Product Community Manager Krystal Wu joined OpenSpace as Sr. Community Program Manager Dani Weinstein joined SAP as Director, Community Strategy Jennifer Hudnet was promoted to Sr. Community Manager at Salesforce Karolina Linda was promoted to Director of Community Management at Dynatrace Sabrina Hockett was...
Aug 16, 2022•1 hr 3 min
🧵 84: Don't expect miracles
"What are the biggest things you tell companies to watch out for when they come to you with the idea of 'I want to launch a customer community' for the first time?" — Udit Lakhotia
Aug 09, 2022•8 min
🔓 83: Expert elitism
Erica and Brian explore how Autodesk, Splunk, and Salesforce built pages for their superuser programs. Community Industry News: DL Grant joined Commsor as Community Operations Manager Isabel Ruiz joined Mews as Community Manager Cody A. was promoted to Community Support Specialist at Reddit Mike H. was promoted to Community Engagement Manager at Reddit Leah Knowles joined Vanta as Community Lead Thea Silayro joined G2i as Community Manager Melissa Ly joined Auditboard as Community Manager Emily ...
Aug 02, 2022•1 hr 4 min
🧵 82: A room full of mercenaries
"NFT and Web3 communities: does financial incentive dilute the sense of community? Is financial incentive/interest a good 'common interest'?" — Ilker Akansel
Jul 26, 2022•7 min
🔓 81: I love a good seasonal engagement program
Erica and Brian explore how OpenSpace and Guru delivered great engagement programs. Community Industry News: Valentina Ruffoni joined Disciple Media as Community Experience Lead Caroline Park joined Atlassian as Senior Manager, Community Engagement Kristie Presten joined Tasktop as Community Manager Carla Doty was promoted to Community Director at Yelp Celina Zamora joined ServiceNow as Community Engagement Manager & Strategist Shane Whaley joined FareHarbor as Head of Community Ben Garrison...
Jul 19, 2022•46 min
🧵 80: Get aligned
Erica and Brian address building a secondary, niche community within an organization that already has a wider community managed by a different department. They emphasize starting with stakeholder interviews to get aligned and integrate strategies to avoid duplicating effort and shipping the org chart. The discussion also covers the critical need to validate whether a separate community is truly required, cautioning against unnecessarily bifurcating the audience and advocating for customer research before deciding on separate platforms.
Jul 12, 2022•4 min
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