Shows
In Before The Lock🔓 98: 10x Community ProsErica 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 Manager, Creator Success Traits of a “10x Community Pro”: Business Acumen: Ric Navarro Julie Hamel Nicole Saunders Evan Hamilton Rachel McKool Outcome Focused: Rich Millington Jon Wishar...2022-12-201h 41
In Before The Lock🔓 97: People, time, money, and outcomesHow 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 2022-12-0658 min
In Before The Lock🔓 66: Like magicTaking an integrated approach to building the dream customer community experience. Community Industry News: Chitra HL joined Oracle as CX Community Manager Holly Schell joined Paper as Community Engagement Specialist Madeline Johannsen was promoted to Team Lead, Multimedia Community Content at Alteryx Jodi Meier joined Juniper Networks as Community Engagement Lead Cheryl Rasmussen was promoted to Manager of Community, Strategy, and Development at Palo Alto Networks Joshua Brown was promoted to Senior Community Manager at FuturLab Andreia Tulcidás was promoted to Community Advocacy and Engagement Team Lead at OutSystems Erica Moss joined HubSpot as Principle Marketing Manager, Co...2022-04-121h 14
In Before The Lock🔓 49: Gratitude and thankfulnessErica and Brian deliver messages of gratitude and thankfulness across the community industry. Community Industry News: Emily Wirth joined Paper as Senior Manager, Community Jamie Cantrell joined Unusual Ventures as Sr. Director of Community Ana Visiliuk joined Aiven as Community Manager Saksham Taneja joined Scaler as Community Associate Katie Ray joined Clari as Community Manager Rachael Silvano joined Zapier as Community Operations Manager Blake Ethridge joined Netdata as Director of Community Kat Jarvis was promoted to Senior Community Consultant, IBM Community at Higher Logic Lauren Clevenger joined Salesloft as Head of Community Giving Thanks: Adrian Speyer Alex Angel...2021-11-2352 min
In Before The Lock🔓 39: Standing on the shoulders of a 4-foot giantBrian and special guest host Holly Firestone celebrate Erica’s birthday by heaping praise, talking about what she’s taught us, and telling embarrassing stories. HAPPY BIRTHDAY ERICA KUHL!!! Holly Firestone The Craziest 18 Days of My Career by Holly Firestone Erica’s keynote at CMX Summit 2014 ericakuhl.com Top 10 things we’ve learned from Erica: Pickup the phone and call people Grow your business acumen to succeed in community Chill out, be Kuhl Wackadoo, cuckoo, and bonkers are professional terms Get out of your bubble. Never stop learning Perfect is the enemy of done Lead with value. Give more tha...2021-07-0956 min
In Before The Lock🔓 31: Relatable painPreparing for crises in your community before they happen, acting (or not) in the moment, and recalling some of our most painful/hilarious brushes with drama. Community Industry News: David Spinks' new book: The Business of Belonging: How to Make Community Your Competitive Advantage Bevy raised Series C $40m from black and women investors Atlassian Community 2020 Year In Review Joceyln Hsu promoted to Sr. Manager, Community Engagement at PicsArt MarLiz De Leon joined QuickPro Professional Training Academy as Community Manager Olivier Le Pord joined PTC as Director of Online Community Laura Nestler joined Reddit as VP of Community...2021-03-301h 30
In Before The Lock🔓 29: Post, vote, comment, ask a question, answer a question, or attend a user groupDefining, measuring, and executing community engagement programs to grow your community and achieve your business goals. Also, Peeps. Community Industry News: Holly Firestone promoted to VP, Community Advice for DEI in Your Communities Circle raises $4M Commsor raises $16M Twitter announces ‘Communities’ Engagement: Definition of Engagement Definition of Thread Depth Definition of Solution Rate Definition of Responsiveness Programs: Definition of Member Onboarding Community Metrics Template Episode 27 on Content Programs Episode 26 on Groups Episode 5 on Gamification Episode 7 on Superuser Programs Episode 20 on Employee Engagement Aftershow: 2021-03-021h 39
In Before The Lock🔓 22: Lead with gratitudeA Thanksgiving Special: Extending gratitude and telling stories about people that changed our careers and lives forever. Giving Thanks: Jon Wishart Holly Firestone Joe Cothrel Karen Mangia Karen’s Books Our Sponsors: Khoros, Community Club, and CMX You! Our Listeners! Aftershow - Favorite Thanksgiving Recipes: Corn Casserole Brownies & Icing Pumpkin Maple Baked Bean Cornbread Casserole Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs Localist’s community event platform gives you the tools to connect, grow and engage your community. 2020-11-2447 min
In Before The Lock🔓 19: ImposteryErica and Brian take a break from election results to talk about imposter syndrome, mental health, and finding trusted confidants. All the feels: Joanna Bloor Erica’s Blog Post Ted Lasso Holly Firestone Sponsored by: Community Club - Whether you're an experienced community manager, just starting out, a founder building a community-driven business, or just community curious, the club has something for you 2020-11-0759 min
In Before The Lock🔓 12: People are #1Architecting a team, building culture, and leading people to be the best they can be. Also, epic rants by Brian. Architecting a Team Resource: Community Team Leveling Guide Resource: Sample Community Org Structure Resource: Community DACI Holly Firestone (Theme Song) Julie Hamel Sponsored by: Localist’s community event platform gives you the tools to connect, grow and engage your community Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs 2020-08-181h 48
In Before The Lock🔓 8: Just say No to Page ViewsAll about community measurement - Part 1: Building a framework to measure performance, defining KPIs and health metrics, and partnering internally to accelerate your efforts. Framework for measurement: What are the business problems (Goals) you’re trying to solve? “We need to reduce our support costs” What is the approach (Strategy) you will take to meet those goals? “We will build a self-service support community” How will you measure (KPIs) the performance of your strategy? “Dollar value of community-served support queries” What data (Metrics) will you need to calculate your KPIs? “# Visits, Survey Results, Cost Per Case, Community Cost” KPIs, he...2020-06-231h 11
In Before The Lock🔓 7: This is not a popularity contestBuilding a Superuser program, selecting the right members, and launching it into the world. Superusers: Resource: Sample Superuser Guidelines Erica and Brian’s Vanilla Conversations Talks Participation Inequality Celebrate your Superusers Holly Firestone (Theme Song) Tuvy Le Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs. 2020-06-091h 12
In Before The Lock🔓 5: A whole bag of crapUnderstanding users’ motivations, designing community gamification and swag programs, and triggering Erica with U2 puns. Ranks, rewards, & reputation: Resource: Community Gamification Template Erica’s blog post on fun PlayStation ranks Alteryx ranks DataRobot ranks Trailblazer ranks The Real World Jamie Johnston Jon Wishart Oliver Bierne Swag: Holly Firestone's blog on perks and swag Running socks Cold weather kits Top Contributor card game Custom brewed beer MVPJs Valentines candy MVP Summit kit Custom shoes Sponsored by: Khoros software and services help you w2020-05-261h 08
In Before The Lock🔓 2: The next normalLiving in lockdown, trends and predictions for the industry, and how empathy will guide us forward. #covidlife: Erica’s recording setup Brian’s recording setup Trends and Predictions: “The worst time to plan for a crisis is during the crisis” - Brian on Twitter Erica’s blog post - On the Other Side Erica’s interview in The Social Influence Brian’s interview in The Social Influencer Brian’s interview in Community5 Home Game Brian on Peers Over Beers Podcast Brian on Conversations with Community Managers Podcast Nike’s epic #playinside tweet Okta CEO on their virtual c...2020-04-2652 min