Chris Detzel: All right, well, welcome to another peers over beers i'm Chris Detzel and. 2 00:00:05.549 --> 00:00:06.600 Nicole Saunders: i'm Nicole Saunders. 3 00:00:07.350 --> 00:00:20.490 Chris Detzel: you're just a regular now, and I think i've had you on the most this year and it's been really a delight so and I think users are really enjoying it as well, so thanks for coming on again. 4 00:00:21.360 --> 00:00:33.750 Nicole Saunders: yeah absolutely I actually had somebody out in the world, last week, say, oh yeah i've been listening to your podcast and I was like oh awesome that's cool I was really excited to hear that well do you in fact listen to us, Chris. 5 00:00:34.650 --> 00:00:37.350 Chris Detzel: I know, like kind of funny because. 6 00:00:39.120 --> 00:00:48.240 Chris Detzel: People people will reach out to me, and now I get sometimes spam stuff but hey can I be on your podcast and they have nothing to do with Community management and I had. 7 00:00:49.290 --> 00:01:00.000 Chris Detzel: Had this one guy that one and I let him be and I haven't pushed it out yet, but it was around crypto communities, but really this guy's a crypto CEO or something and I was like. 8 00:01:00.690 --> 00:01:02.070 Chris Detzel: Interesting yeah. 9 00:01:03.090 --> 00:01:12.720 Chris Detzel: And I told him I don't even know what this is so, what does the Community really look like in the crypt you know because you've seen seen some of these on you know. 10 00:01:14.040 --> 00:01:20.610 Chris Detzel: Job postings or you know people are looking for community leaders that have all this experience in crypto, and all this stuff and i'm like. 11 00:01:21.330 --> 00:01:27.270 Chris Detzel: How long has this been out and in how do you have so much experience in crypto when it just really came out. 12 00:01:27.360 --> 00:01:28.530 Chris Detzel: Like, how do you even. 13 00:01:29.790 --> 00:01:42.720 Chris Detzel: anyways it's but it's really cool that people are listening to us and i'm very excited about that, but what I really want to talk about today will probably a lot of things, but one is you didn't like gone from working for a long time now. 14 00:01:43.050 --> 00:01:49.260 Chris Detzel: I mean you still work at zendesk but they let you have a lot of time off, I guess, after you've been there for so long, or how's that. 15 00:01:49.290 --> 00:01:54.990 Nicole Saunders: yeah so one of the one of the really cool perks isn't desk is after five years, you get a six week sabbatical. 16 00:01:56.310 --> 00:01:59.010 Nicole Saunders: And so I hit my five year anniversary in February. 17 00:01:59.220 --> 00:02:00.090 Chris Detzel: Should i'm out of here. 18 00:02:00.960 --> 00:02:04.080 Nicole Saunders: Well, honestly I wasn't going to take the time right away. 19 00:02:05.130 --> 00:02:16.020 Nicole Saunders: But then it just sort of ended up kind of making sense, this summer, and I, you know i'd always imagine that when I took a sabbatical i'd like go travel Japan or backpacking around Europe or go to Australia. 20 00:02:16.410 --> 00:02:22.110 Nicole Saunders: And it ended up just becoming like this is going to be an old fashioned summer break i'm going to like. 21 00:02:23.310 --> 00:02:29.880 Nicole Saunders: read books and ride my bike and do some writing and eat lots of ice cream and hang out by the lake. 22 00:02:32.250 --> 00:02:32.520 Nicole Saunders: yeah. 23 00:02:33.180 --> 00:02:34.290 Chris Detzel: what's your favorite ice cream. 24 00:02:35.250 --> 00:02:42.390 Nicole Saunders: Oh gosh for years it's been chocolate peanut butter, but this summer i've started to get more of a taste for the vanilla based ice creams. 25 00:02:43.560 --> 00:02:54.750 Nicole Saunders: there's there's one of my local ice cream shop that's like vanilla ice cream with Carmel and peanut butter cups and cookie dough chunks and I I love that one and I love anything with hot fudge on it, but. 26 00:02:55.020 --> 00:02:55.560 Chris Detzel: i'm up to. 27 00:02:55.800 --> 00:02:59.340 Nicole Saunders: Like chunks of things in my ice cream I like to chew on it, I guess. 28 00:02:59.970 --> 00:03:01.650 Chris Detzel: Be drinking beer or anything. 29 00:03:01.860 --> 00:03:02.310 Chris Detzel: Just you know. 30 00:03:03.870 --> 00:03:04.440 Nicole Saunders: yeah. 31 00:03:04.980 --> 00:03:11.610 Nicole Saunders: I know I I feel i'm going to admit this to find like what six episodes and I don't really drink much these days I used to be. 32 00:03:11.670 --> 00:03:12.150 Chris Detzel: I don't either. 33 00:03:12.660 --> 00:03:19.380 Nicole Saunders: he'll beer aficionados to work at the great American beer fest and ovo and hung out with microbreweries and stuff. 34 00:03:20.520 --> 00:03:21.180 Nicole Saunders: And Alaskan. 35 00:03:21.630 --> 00:03:32.100 Nicole Saunders: Just yeah I just kind of backed off drinking so actually my new favorite is athletic brewing company has a whole series of na beers that are actually pretty good. 36 00:03:32.370 --> 00:03:33.000 Nicole Saunders: really like. 37 00:03:33.360 --> 00:03:35.250 Nicole Saunders: i've been enjoying those mostly this summer. 38 00:03:35.310 --> 00:03:36.450 Chris Detzel: to reassess local. 39 00:03:37.650 --> 00:03:44.190 Nicole Saunders: Know athletic performance because national there are a couple local microbreweries that are starting to get into doing a couple of enablers which i've been. 40 00:03:44.670 --> 00:03:57.540 Nicole Saunders: really pleased with there's one out of milwaukee called the River West Stein beer, I think, and that was always a favorite and and they started producing neighbors in the summer that tastes darn close to the real thing so that's been my thick. 41 00:03:58.080 --> 00:03:58.770 Nicole Saunders: skull. 42 00:03:59.100 --> 00:04:04.320 Nicole Saunders: or holic beers and also occasionally have a good IP or something but it's pretty rare for me most of the time. 43 00:04:04.800 --> 00:04:16.050 Chris Detzel: yeah you know, so my wife and i've been doing that, or we went on vacation, I guess, I could call it it's called trans rocky so two weeks ago, we ran this 120 miles in. 44 00:04:17.310 --> 00:04:18.180 Chris Detzel: Colorado. 45 00:04:18.210 --> 00:04:20.610 Nicole Saunders: And altitude of that. 46 00:04:20.640 --> 00:04:29.490 Chris Detzel: up and outs diamond Dallas Texas, so you know it was definitely a challenge, it was a six day kind of event and everything else, and so I did have a beer afterwards, but. 47 00:04:30.120 --> 00:04:40.200 Chris Detzel: beforehand, I have, I drink a little, but I was just trying to stay away from it, because I knew anything that I did was going to affect my running hiking. 48 00:04:40.680 --> 00:04:48.810 Chris Detzel: abilities for those six days, and so, although a great trip, you know i've stopped drinking a lot of beer, but I did have one, the other day so. 49 00:04:50.340 --> 00:04:52.710 Chris Detzel: Anyway, so tell me a little bit more about your. 50 00:04:54.000 --> 00:04:56.370 Chris Detzel: Your time off, you know. 51 00:04:56.760 --> 00:04:59.250 Chris Detzel: it's always good to get time off, but yeah. 52 00:05:00.210 --> 00:05:16.710 Nicole Saunders: Oh me too um yeah so got i've got about 10 days left here before I go back to work and it's been amazing to have so much time to do all the things I love, one of the wanted to do for a long time is write a book i'm doing is what it's about I don't know. 53 00:05:17.250 --> 00:05:17.340 I. 54 00:05:18.570 --> 00:05:19.530 Nicole Saunders: wanted to write a book. 55 00:05:19.830 --> 00:05:27.750 Nicole Saunders: And so I decided to use some of this time to start doing free writing every day and will kind of brain dump and see what came out and some things are starting to take shape. 56 00:05:28.020 --> 00:05:30.060 Chris Detzel: So knock on wood cool some. 57 00:05:30.180 --> 00:05:40.740 Nicole Saunders: next two to five years, hopefully it will finish and publish something, this is a big goal, and this is, I guess, this is my official like putting it out there in the universe, and say now, but i'm gonna try to write a book. 58 00:05:42.180 --> 00:05:45.780 Chris Detzel: Are you thinking, personal or business or you know you know, like that are. 59 00:05:46.470 --> 00:05:50.490 Nicole Saunders: different ideas, the ones that seem to be resonating the most are sort of like. 60 00:05:52.110 --> 00:05:58.110 Nicole Saunders: The genre I can best explains like memoir as self help here's all the crazy stuff that happened in my life, maybe you can. 61 00:05:58.110 --> 00:06:02.400 Chris Detzel: learn from it um I love, how you use self help goodness. 62 00:06:03.750 --> 00:06:06.870 Nicole Saunders: yeah right I you know I mean Community builder. 63 00:06:06.900 --> 00:06:09.060 Chris Detzel: servant leader exactly yeah let's. 64 00:06:09.390 --> 00:06:19.980 Nicole Saunders: hope others um I have had some thoughts about working on some Community related research and writing as well, so who knows, maybe i'll have three books by the end of this whole thing um. 65 00:06:20.550 --> 00:06:28.680 Nicole Saunders: But look good just handled that and see some friends and play some music and get outdoors a whole bunch you know it's. 66 00:06:28.680 --> 00:06:29.040 Good. 67 00:06:30.180 --> 00:06:36.540 Nicole Saunders: The hardest thing I think about working full time is be in front of a computer all day and it's really nice to not have to do that quite as much. 68 00:06:37.110 --> 00:06:43.710 Chris Detzel: Accurate I mean it's it's a kingdom on our pre show you're talking about how it's really nice to kind of really. 69 00:06:44.100 --> 00:06:53.970 Chris Detzel: You know, let loose and not think about work too much and things like that, and you mentioned that you know, the first two or three weeks it was really nice, but then you know you kind of started missing doing the work. 70 00:06:54.030 --> 00:06:56.340 Chris Detzel: You know, and just been focused on some of that. 71 00:06:56.850 --> 00:06:58.830 Nicole Saunders: I do, I mean when I miss my team. 72 00:06:58.860 --> 00:07:05.070 Nicole Saunders: I work with some really great Oh, and if it feels like friends that I haven't like seen for a little too long, you know I don't know on on there. 73 00:07:05.250 --> 00:07:18.990 Nicole Saunders: Right now, so i'm excited to catch up with some of those folks i'm really excited because we actually got approval rockin and go to the cms summit in California it's me the first time, most of my team members have met in person is thinking about going to that maybe I will go. 74 00:07:19.530 --> 00:07:23.880 Nicole Saunders: You should come drew and I are both going to be on a panel and speaking there and. 75 00:07:23.910 --> 00:07:28.260 Chris Detzel: I think it'll just such a good so such a good time it's like camp. 76 00:07:28.530 --> 00:07:29.550 Nicole Saunders: My Community people. 77 00:07:30.270 --> 00:07:34.620 Chris Detzel: ran and his team, I don't know if you know fran but he he's the VP of Community at. 78 00:07:35.970 --> 00:07:37.110 Chris Detzel: A port calm. 79 00:07:38.430 --> 00:07:43.380 Chris Detzel: And he's going to be there and bring some of his team folks there, so should be fun. 80 00:07:44.070 --> 00:07:46.650 Nicole Saunders: Well, we should we should all get together and. 81 00:07:49.080 --> 00:07:59.760 Chris Detzel: That would be yeah that'd be cool maybe I was thinking about like kind of if I go out there than just having a bunch of like 1520 minute peers over beers you know with different people would then. 82 00:08:00.210 --> 00:08:06.420 Chris Detzel: You know, but seems like a lot of work because had to carry a bunch of shit yeah so I don't know we'll see. 83 00:08:06.480 --> 00:08:08.670 Nicole Saunders: But we're good on your iPhone it's fine i'm really understand. 84 00:08:08.970 --> 00:08:09.660 i'm. 85 00:08:11.040 --> 00:08:13.680 Chris Detzel: telling you they won't understand whenever you started listening to that shit. 86 00:08:13.740 --> 00:08:16.530 Chris Detzel: Right, I mean like it's like this sucks you know i'm not gonna. 87 00:08:16.890 --> 00:08:20.940 Chris Detzel: Get you really need good sound, you know, and I could probably buy something. 88 00:08:21.570 --> 00:08:22.950 Nicole Saunders: Expensive go okay. 89 00:08:23.160 --> 00:08:31.530 Nicole Saunders: anyways um we got some exciting to see my team, but it's also i've really realized i'm a kind of miss. 90 00:08:32.610 --> 00:08:40.680 Nicole Saunders: sort of the day to day sense of accomplishment that comes from being at work, getting through your meetings and checking off the things on your to do list, and you know, certainly. 91 00:08:41.400 --> 00:08:46.980 Nicole Saunders: When you're on your own time, and you know chatting a little bit about this in terms of like what am I going to do when I retire someday and it's like this. 92 00:08:47.010 --> 00:08:47.700 Chris Detzel: all the time. 93 00:08:48.030 --> 00:08:49.620 Nicole Saunders: You do have to come up with. 94 00:08:49.770 --> 00:08:56.040 Nicole Saunders: You know your identity outside of work and the things that you're going to do that are going to bring you meaning and a sense of accomplishment outside of it. 95 00:08:56.400 --> 00:09:02.040 Nicole Saunders: But at least was work, you know some of that's kind of built in you don't have to sit down to read it what's going to be a meaningful to do this for me today. 96 00:09:03.090 --> 00:09:09.810 Nicole Saunders: So I missed that I, and you know I really feel like work in some ways is. 97 00:09:10.620 --> 00:09:20.460 Nicole Saunders: kind of the thing that helps hone your brain a little bit and keep you sharp and as you're done with the earlier how i've never understood watching like people who have retired were like. 98 00:09:21.000 --> 00:09:27.900 Nicole Saunders: they'll have one plan and the day they're like I gotta go to the grocery store at 3pm and somehow like they can't do anything else that day like takes up the whole. 99 00:09:27.900 --> 00:09:30.240 Nicole Saunders: day and I guess it's one of those like. 100 00:09:30.360 --> 00:09:33.270 Nicole Saunders: Tasks expand to take whatever time you allocate for them. 101 00:09:33.570 --> 00:09:36.360 Nicole Saunders: If you don't the pressure of a work schedule on your time. 102 00:09:36.390 --> 00:09:44.340 Nicole Saunders: it's amazing how much just doing little household chores and things like that can expand to take up the whole day so. 103 00:09:44.490 --> 00:09:45.840 Nicole Saunders: let's try, I remember. 104 00:09:45.990 --> 00:09:59.460 Chris Detzel: Details story, so I was you know I could sit down at home right like and think all right, I want to do the dishes and sweep and MOP the floor and because it needs to be done, I mean you have to do that anyways pretty quick. 105 00:09:59.610 --> 00:10:09.630 Chris Detzel: Right, but then you know i'll just take a quick nap and then i'll think okay I should put up these clothes that's right next to my head that my wife yeah go do that later and then. 106 00:10:10.110 --> 00:10:21.240 Chris Detzel: You know just kind of you know, our phone do some bullshit on the phone you know and then realize two hours have passed, not just you know it's doing dumb stuff and I haven't done one thing you know, like I. 107 00:10:21.270 --> 00:10:28.020 Chris Detzel: thought I was gonna do the dishes and the floors and didn't do it and i'm like gosh shit I gotta make myself do it, you know what I mean so. 108 00:10:28.470 --> 00:10:32.310 Chris Detzel: procrastination is kind of my big thing, especially chores. 109 00:10:34.050 --> 00:10:34.800 Chris Detzel: Sorry. 110 00:10:35.340 --> 00:10:44.130 Nicole Saunders: I don't start with too much presentation, but I will say that, like I think when you've got sort of the time pressure of working, it makes your free time. 111 00:10:44.730 --> 00:10:54.450 Nicole Saunders: It is a little bit easier to focus and be like okay i've only got three hours of free time tonight, what I really need or want to do with that time and I think you appreciate it more you know for. 112 00:10:56.370 --> 00:11:08.400 Nicole Saunders: me i'm gonna i'm gonna do this i'm gonna do this even maybe like this is like i'm gonna watch three Harrison Ford movies and relax on the couch it's gonna be awesome um whereas right now i'm like yeah I can do that today or tomorrow. 113 00:11:08.430 --> 00:11:09.180 Chris Detzel: or whatever. 114 00:11:09.240 --> 00:11:21.990 Nicole Saunders: You say whatever you know, and time is starting to like melt together so i'm excited to actually kind of get back into it, but I think the biggest thing and what i'm really hoping to return to work with, as a new perspective. 115 00:11:21.990 --> 00:11:27.660 Nicole Saunders: One my cameras are my company the super like cameras on company for zoom. 116 00:11:28.770 --> 00:11:37.890 Nicole Saunders: And being away from my computer a little bit more I think i'm going to try to adopt a little bit more lacks attitude about cameras, or like you know hey let's all turn on for five minutes and wave at each other and then. 117 00:11:38.220 --> 00:11:43.950 Nicole Saunders: turn off because it's amazing how exhausting it can be to be on those zoom calls all day just. 118 00:11:45.030 --> 00:11:59.340 Nicole Saunders: staring at a screen or a camera lens but the other thing is i'm really hoping to go back at some of the challenges that we've been working on, you know, especially some of the big media ones that take a long time the little bit of a new perspective, and I think sometimes can get. 119 00:12:00.300 --> 00:12:01.890 Chris Detzel: So close you have something in mind. 120 00:12:04.710 --> 00:12:06.990 Chris Detzel: If not it's fine I was just I was just curious like. 121 00:12:08.010 --> 00:12:13.980 Nicole Saunders: You know we've had a couple of long term things like one of our big things is that our Community is really started as a support community. 122 00:12:14.370 --> 00:12:21.300 Nicole Saunders: yeah for a couple of years now we've been really trying to work to not alienate the support side of it but. 123 00:12:21.420 --> 00:12:21.960 Nicole Saunders: i'm trying to. 124 00:12:22.050 --> 00:12:26.070 Nicole Saunders: bring a broader kind of conversation into the Community and have it do. 125 00:12:26.070 --> 00:12:31.380 Nicole Saunders: More adjust your technical questions and that's been a big challenge to solve and we've been kind. 126 00:12:31.380 --> 00:12:31.830 Chris Detzel: of you know. 127 00:12:32.310 --> 00:12:40.920 Nicole Saunders: Working with all these different tactics and it feels like we've been like kind of beating your head against a wall of like well, we tried this this move back to the first idea. 128 00:12:41.370 --> 00:12:49.710 Nicole Saunders: So I think it'll be helpful to get that break in that separation and then sort of come in with fresh eyes and see if your approaches that we can. 129 00:12:50.520 --> 00:12:51.120 Chris Detzel: I love it. 130 00:12:51.570 --> 00:12:59.490 Chris Detzel: And I think that's a big one, and you know because I feel like I saw something from rich millington the other day that says. 131 00:13:00.750 --> 00:13:07.470 Chris Detzel: It is way easier to start a support Community than it is a topical Community or you could see it as. 132 00:13:08.190 --> 00:13:09.360 Chris Detzel: Topical or. 133 00:13:09.540 --> 00:13:18.120 Chris Detzel: You know thought leadership or whatever at thought about that for a minute and I thought it really is, if I could start a support community in a minute. 134 00:13:18.630 --> 00:13:22.800 Chris Detzel: You know it's not saying that there's challenges and it's hard you know i'm not saying that there's not but. 135 00:13:23.430 --> 00:13:31.140 Chris Detzel: You know you think about like because people have a question about your product and need help with it right and know they're willing to ask anywhere and everywhere most you know. 136 00:13:31.770 --> 00:13:43.620 Chris Detzel: You start to do the engagement piece strategy tactics, yet still do all that stuff But then when you start thinking about well you know, for you guys, it could be support leaders, you know what's the best practice on creating a support you know. 137 00:13:45.000 --> 00:13:57.360 Chris Detzel: Practice support program you know, for your customers and because there's a lot of people, you know, although that's interesting and you probably find people interested who's going to talk about it who's who's the who's the key people that and how do. 138 00:13:57.360 --> 00:13:59.070 Chris Detzel: You get it at mass. 139 00:13:59.340 --> 00:14:15.330 Chris Detzel: You know it's a lot harder to i'm trying to do some of that too, as well, and I just think wow you know, like I can't get people to fucking talk about this stuff you know, like or you know it's really hard to find speakers that have built an mdm practice from ground up or. 140 00:14:15.990 --> 00:14:23.820 Chris Detzel: What how do they think about data governance and what what does a successful data governance practice look like or I don't know because there's a lot harder, but you know those are all. 141 00:14:24.480 --> 00:14:33.120 Chris Detzel: Different in every organization, it is, but you can take some of those things, and so I love that you're thinking about that, and we should probably talk more about that later. 142 00:14:34.140 --> 00:14:40.830 Nicole Saunders: yeah I mean I don't know this interesting point and we haven't talked about in the pre show but i'm going to go down this rabbit hole for a minute. 143 00:14:41.250 --> 00:14:52.410 Nicole Saunders: Okay, you know thinking about that difference is like a support Community versus like a community of practice and you know one I think it's really hard to take an existing Community and pivoted into something else right yeah. 144 00:14:52.710 --> 00:14:55.440 Chris Detzel: You should you keep what you have probably right, you know. 145 00:14:55.500 --> 00:14:58.890 Nicole Saunders: yeah but it's like you really kind of have to relaunch it. 146 00:14:59.010 --> 00:15:00.600 Nicole Saunders: Right, you need to. 147 00:15:00.840 --> 00:15:14.670 Nicole Saunders: Have a spare moment of what this was is kind of shut up shuttered, if you will, and what it's going to be going for, and there needs to be a pivot point we've really been trying to sort of like incrementally take those steps. 148 00:15:14.670 --> 00:15:16.200 Nicole Saunders: yeah and it's. 149 00:15:16.290 --> 00:15:30.840 Nicole Saunders: it's hard to know much momentum built up behind one way of engaging um I also think that, like with support communities, you know they're a little easier because the transactional somebody has a question and somebody else can go in and be like oh here is the answer. 150 00:15:30.960 --> 00:15:43.770 Nicole Saunders: yeah and then you're done and that's that's pretty simple and easy, whereas when you get into media practice, you talk about those best practices you're asking people to take one, a lot more time to answer something right instead of a oh. 151 00:15:43.800 --> 00:15:44.700 Chris Detzel: He just awful right. 152 00:15:45.870 --> 00:15:47.700 Nicole Saunders: yeah they have to think about it and to. 153 00:15:48.060 --> 00:15:55.710 Nicole Saunders: it's more of an open ended question right, we all know from doing surveys and things, yes, yes or no question somebody you know click the yes or no button, but if you. 154 00:15:55.770 --> 00:15:58.470 Nicole Saunders: leave a space and state, please tell me about your experience with us. 155 00:15:58.470 --> 00:15:58.860 Chris Detzel: As people. 156 00:15:59.280 --> 00:16:08.400 Nicole Saunders: won't fill that in and a community of practice that's kind of the difference is you're looking for more of these long for ongoing conversations um. 157 00:16:08.820 --> 00:16:19.980 Nicole Saunders: So I think it is a real challenge, but it is also where a lot of the meetings, and I think that there's a lot of stuff it lands in the middle, like the example with support practitioners, you know it's one thing to say hey how do I set up this automation. 158 00:16:20.460 --> 00:16:20.700 Nicole Saunders: yep. 159 00:16:20.790 --> 00:16:24.420 Nicole Saunders: it's nothing to say hey this is for running a support organization. 160 00:16:24.720 --> 00:16:30.960 Nicole Saunders: But in the middle, is where there's some really interesting things like what are some recommended workflows for setting this up. 161 00:16:30.990 --> 00:16:38.340 Nicole Saunders: Or what are some other people's done things and that's where we find the greatest insights and where people get really excited when somebody's willing to. 162 00:16:39.000 --> 00:16:41.220 Nicole Saunders: go a step beyond the how to. 163 00:16:41.610 --> 00:16:45.360 Nicole Saunders: yeah but they don't get into writing a White Paper right. 164 00:16:46.290 --> 00:16:53.250 Chris Detzel: So I think one is you've got to think about you know that we can continue down this rabbit hole, because I think it's a good one, is. 165 00:16:53.640 --> 00:16:59.190 Chris Detzel: You can understand what, what are the business goals and what are you trying to accomplish at the end of the day, right So when I think of. 166 00:16:59.490 --> 00:17:12.360 Chris Detzel: Those types of communities that you're taught topical and or you know thought leader thought leadership so high level, you know but it's sort of kind of along that lines are the practice of you know, support or you know, whatever you're trying to do. 167 00:17:13.860 --> 00:17:18.690 Chris Detzel: You know what it, what are you going to try to accomplish you know what we do know, though, is that. 168 00:17:19.110 --> 00:17:29.700 Chris Detzel: zendesk technology or real to technology only relates to those people that have that technology right how to do this thing so you're probably not going to hit a lot of. 169 00:17:30.210 --> 00:17:35.370 Chris Detzel: prospects, I mean you'll hit some because they might be evaluating your product and that kind of stuff so it's not like. 170 00:17:36.030 --> 00:17:46.110 Chris Detzel: You know those support communities don't help with some of that but it's it's a lot less right, so you know, in my mind, a support Community kind of looks at upsell cross sell potential. 171 00:17:46.920 --> 00:17:56.550 Chris Detzel: You know, you know new features come out adoption, etc, you know, obviously support deflection so that's kind of what to me a support Community does. 172 00:17:56.970 --> 00:18:02.670 Chris Detzel: But when you start looking at some of those other communities like you're talking about and, like, I would like to also do is. 173 00:18:03.090 --> 00:18:14.070 Chris Detzel: Then you start kind of getting the realm of hey you can find more VP of support right like and more leaders of support you know directors and things like that, when you start talking about the practice of. 174 00:18:14.490 --> 00:18:30.900 Chris Detzel: Support programs, and you know and then there's all this meat from bottoms to tap into the middle that you can kind of think about so you know leads lead generation great blog potential stuff topics, you know. 175 00:18:31.590 --> 00:18:39.300 Chris Detzel: And then you start kind of thinking about you know those that's what I think about when I think of those types of things and some of the business outcomes goals are. 176 00:18:39.750 --> 00:18:49.140 Chris Detzel: More reference customers more you know leads coming in, you know all that kind of juicy stuff that marketing loves but that the organization loves because all. 177 00:18:49.800 --> 00:18:58.500 Chris Detzel: At the end of the day, we need new business, but we also can have to think about the I don't know that we leave kind of that support piece either. 178 00:18:58.560 --> 00:19:01.590 Chris Detzel: And I don't know I mean it's just it's a lot to think about and a lot of. 179 00:19:02.010 --> 00:19:09.720 Chris Detzel: You know what I would just say is you know for other audiences just make sure you know what you're trying to accomplish and what are those business outcomes that. 180 00:19:09.840 --> 00:19:13.830 Chris Detzel: You know that you're trying to to get at the end of the day, right. 181 00:19:14.550 --> 00:19:19.620 Nicole Saunders: Well, and moreover I think it's making sure that you know what your audience needs. 182 00:19:19.950 --> 00:19:28.020 Nicole Saunders: yeah yeah i've said this so many times that I think the mistake, a lot of organizations make when they launched their communities as they think about what they want the Community to do for the business. 183 00:19:28.170 --> 00:19:28.440 yeah. 184 00:19:29.820 --> 00:19:35.970 Nicole Saunders: But if that's not aligned to what the people that they're trying to engage actually need or want it's never going to take off. 185 00:19:36.390 --> 00:19:37.170 Chris Detzel: I think that. 186 00:19:37.230 --> 00:19:38.310 Chris Detzel: As a community leader. 187 00:19:38.490 --> 00:19:39.480 Chris Detzel: I have to say that. 188 00:19:40.560 --> 00:19:48.360 Chris Detzel: They think about that, because you know i've talked to CEOs i've talked to leaders, you know with the customer and our marketing space. 189 00:19:48.900 --> 00:19:56.850 Chris Detzel: And they think you know community is going to solve all our problems and come up with all these business outcomes and then you're right, you have to think about well. 190 00:19:57.270 --> 00:20:07.080 Chris Detzel: You know what is it that the Community needs because we, as the community leaders have to think about our Community our people, you know the relationships and things like that, but we are doing this for some business outcomes to. 191 00:20:08.370 --> 00:20:08.820 Chris Detzel: me like. 192 00:20:10.290 --> 00:20:20.940 Nicole Saunders: that's really like that is the in a nutshell, that is the role of the committee professional is to find that sort of intersection point of venn diagram of what does the business need and what do the customers need and. 193 00:20:21.390 --> 00:20:28.020 Nicole Saunders: And I would hate the intersection of those two things any really meaningful and compelling way i'm. 194 00:20:29.430 --> 00:20:36.570 Nicole Saunders: kind of going back to that original point about how support Community so much easier because every business is going to have customers who have questions about how to use their product. 195 00:20:36.840 --> 00:20:37.200 Chris Detzel: Right so. 196 00:20:37.410 --> 00:20:49.140 Nicole Saunders: cool and so you know you look for a need the company has is for people to be able to use it their product or service, I need that the customer has his help on being able to use it effectively. 197 00:20:49.170 --> 00:20:58.560 Nicole Saunders: boom there's an opportunity for Community and I think what we're seeing is as communities mature it's that question of like Okay, how can you go beyond that. 198 00:20:59.070 --> 00:21:09.480 Nicole Saunders: instructional piece, and how can you start to help your customers with more than just your service or product, but really the whole field of what they're doing it for and it's it's been interesting. 199 00:21:09.510 --> 00:21:13.620 Chris Detzel: Trying to like, by the way, supports not going away right support is not going away. 200 00:21:14.340 --> 00:21:21.720 Nicole Saunders: And in fact I would argue that if you try to launch Community that's not focused on support you're still going to get technical questions and you're going to need. 201 00:21:21.720 --> 00:21:26.790 Nicole Saunders: to know how to deal with that when you get those support sins in your community. 202 00:21:26.910 --> 00:21:27.390 Chris Detzel: For sure. 203 00:21:28.620 --> 00:21:38.280 Nicole Saunders: But I can definitely see why you know we've talked in the past about how there's so much content and training and education for Community managers on how to want your Community how to set up your strategy. 204 00:21:38.610 --> 00:21:42.840 Nicole Saunders: basics and there's not as much about how to pivot and I think one of the reasons is the real. 205 00:21:42.840 --> 00:21:43.500 Nicole Saunders: answer is that. 206 00:21:44.250 --> 00:21:45.270 it's very hard to. 207 00:21:46.320 --> 00:21:47.970 Chris Detzel: shift the mature community and. 208 00:21:48.360 --> 00:21:57.750 Nicole Saunders: that's the best way to sort of to relaunch it and to apply a lot of that original strategy or you know, ideally, you just do it right, the first time, and thanks for you. 209 00:21:57.780 --> 00:22:03.810 Chris Detzel: got it in place well you know you also, I mean you guys started, five, six, whatever years ago. 210 00:22:04.890 --> 00:22:05.460 Chris Detzel: Maybe longer. 211 00:22:06.510 --> 00:22:07.860 Nicole Saunders: or 15 year anniversary. 212 00:22:08.400 --> 00:22:08.790 crazy. 213 00:22:09.870 --> 00:22:12.480 Chris Detzel: You started 567 or whatever, years ago, you know. 214 00:22:13.170 --> 00:22:13.650 Chris Detzel: As but. 215 00:22:14.460 --> 00:22:18.660 Nicole Saunders: Almost 10 years old, when I came in so that's part of what i've been working with. 216 00:22:19.140 --> 00:22:23.430 Chris Detzel: You, and that is a challenge, and so it's probably a good conversation to have is. 217 00:22:23.820 --> 00:22:33.960 Chris Detzel: How, how do you kind of walk into somebody else's kind of strategies and ideas and thoughts, you know let's say it's a mess, but it is, I mean you've got to untangle a lot of things that you just don't know. 218 00:22:34.080 --> 00:22:40.140 Nicole Saunders: You know, you know, like when I walked into zendesk there just wasn't a lot of strategy, it was. 219 00:22:40.170 --> 00:22:51.060 Nicole Saunders: sort of a head launched and was trucking along but there wasn't any one person that was actually in charge of the oversight or the management of all of it had been a very collaborative effort which. 220 00:22:51.300 --> 00:22:58.350 Nicole Saunders: is beautiful from a Community perspective, but at a certain point of scaling you running a community by committee. 221 00:22:58.710 --> 00:23:02.610 Nicole Saunders: or with handoffs between different teams and it gets a little messy and. 222 00:23:03.390 --> 00:23:06.630 Nicole Saunders: So that's where we've been really that was kind of our starting point when I. 223 00:23:07.830 --> 00:23:17.490 Chris Detzel: When you say to restart a Community a lot of things going through my head so i've never restarted a community, especially like that, and so. 224 00:23:18.390 --> 00:23:30.300 Chris Detzel: How do you, you know what do you do with the already support stuff that you have right and or do you just kind of start a community for practitioners of you know. 225 00:23:30.720 --> 00:23:38.730 Chris Detzel: Support for example and and and just kind of keep this other Community going, you know, because it is very important, probably a lot of business value I would assume. 226 00:23:39.210 --> 00:23:39.570 Chris Detzel: But. 227 00:23:39.870 --> 00:23:46.530 Chris Detzel: You know there's some need for this thing, what do you sit like I don't know what do you do you start a slack group and just. 228 00:23:47.160 --> 00:23:56.340 Chris Detzel: Just slack is I love slack but not really the best way to start a community, in my opinion, maybe with 510 people you know to kind of say hey this what we're doing or whatever, but. 229 00:23:56.880 --> 00:24:08.070 Nicole Saunders: Well, on the slack note I think slack is really great to sort of augment or create sub communities like we've had a lot of luck with it, where like We took our super members in the. 230 00:24:08.070 --> 00:24:08.520 Chris Detzel: Community. 231 00:24:08.550 --> 00:24:12.120 Nicole Saunders: we've designated to that Community moderators and we created a slack space for them. 232 00:24:12.330 --> 00:24:13.320 Chris Detzel: I like that that's good I. 233 00:24:13.800 --> 00:24:19.470 Nicole Saunders: created a tight really awesome Community months that small group but slack doesn't scale. 234 00:24:19.500 --> 00:24:22.350 Nicole Saunders: right we can't put up 20,000 people in a slack. 235 00:24:23.250 --> 00:24:29.700 Nicole Saunders: Community it's not going to work, so I think slack has a really good role in a Community ecosystem. 236 00:24:29.850 --> 00:24:33.150 Nicole Saunders: Okay, especially given that most of the Community platforms out there, these days. 237 00:24:33.270 --> 00:24:36.870 Nicole Saunders: don't offer like chat rooms or idioms or something like that so. 238 00:24:36.960 --> 00:24:39.780 Nicole Saunders: flexor that augments real time engagement piece. 239 00:24:40.470 --> 00:24:43.560 Nicole Saunders: As far as we launching you know we haven't done it yet. 240 00:24:43.590 --> 00:24:55.680 Nicole Saunders: we've been kind of working on this sort of slow pivot and as i've thought about this over the years, you know I think some of it has to do with like a redesign right, you need some kind of visual. 241 00:24:55.680 --> 00:24:57.660 Nicole Saunders: cue, this is a different space. 242 00:24:57.720 --> 00:24:58.050 yeah. 243 00:24:59.790 --> 00:25:05.640 Nicole Saunders: I think that you don't want to lose all the support stuff that exists in the Community, and so you know. 244 00:25:06.810 --> 00:25:11.190 Nicole Saunders: If we were to take this route is and ask and I, you know I can't tell you what the next six or eight months will bring. 245 00:25:11.190 --> 00:25:27.540 Nicole Saunders: It as point but um if we were to take this route, if I was to do this really for any organization, I would really look at how can you integrate all of the support stuff as a part of the Community, but how much of the other stuff sort of built out around it. 246 00:25:27.600 --> 00:25:33.090 Chris Detzel: And so it's clear, I believe that there will be repercussions, if you got rid of the support stuff. 247 00:25:33.150 --> 00:25:37.350 Chris Detzel: When I think it went off case deflection some other things, Google kind of I don't. 248 00:25:37.920 --> 00:25:38.160 Chris Detzel: You know. 249 00:25:38.850 --> 00:25:48.570 Nicole Saunders: I actually have a story about this Chris so I we did a big sort of relaunch of all of zendesk systems over the last couple of years. 250 00:25:48.660 --> 00:25:56.880 Nicole Saunders: Okay, you know we've been worked out of one zendesk instance, since the beginning of time with the company and it was clear that was time to. 251 00:25:57.930 --> 00:26:07.470 Nicole Saunders: move into some of like the new what I want to say basically sort of start over right there's a lot of like stuff that was gathering up and so. 252 00:26:08.040 --> 00:26:19.230 Nicole Saunders: We didn't significantly change what it looks like on the outside, but we did actually migrate everything over to new instance of our stuff and in the process, there is a big debate about how much should we archive. 253 00:26:19.560 --> 00:26:25.560 Nicole Saunders: Right, how much of what exists in our knowledge base and in our Community is out of date. 254 00:26:25.800 --> 00:26:29.550 Nicole Saunders: is relevant is clogging up search results. 255 00:26:29.580 --> 00:26:32.670 Chris Detzel: Because there enough definitely every submission probably. 256 00:26:33.330 --> 00:26:40.680 Nicole Saunders: And so we actually got fairly aggressive with it we archived a lot of stuff so we kept everything been new in the past, I think, a couple of years. 257 00:26:41.190 --> 00:26:53.310 Nicole Saunders: And then we did about 2500 posts in conversation that had high page views or we actually let some Community Members vote and say hey is there a post that if it disappeared, you would be sad about it tell us and we'll keep. 258 00:26:53.310 --> 00:26:53.670 Chris Detzel: That one. 259 00:26:54.270 --> 00:26:55.380 Nicole Saunders: Which is a great way to engage. 260 00:26:55.410 --> 00:26:57.030 Chris Detzel: The Community around this whole exercise right. 261 00:26:57.840 --> 00:27:03.450 Nicole Saunders: And so we ended up migrating about 20% of our Community content into our new instance and the rest of it. 262 00:27:04.140 --> 00:27:11.880 Nicole Saunders: got archived didn't get deleted, we still have it in a record somewhere if we ever need to refer to it and, in some ways it did what it meant to do right it. 263 00:27:12.390 --> 00:27:25.830 Nicole Saunders: cleaned up a lot of stuff it made a lot of the posts more current but a couple of repercussions one, a lot of links got broken, because there are things that the old posts now maybe that's Okay, because the old post appointed to was no longer current. 264 00:27:26.310 --> 00:27:26.580 yep. 265 00:27:27.630 --> 00:27:37.680 Nicole Saunders: It definitely messed with our seo right or Google just went way down used to be Community posts would show up pretty high in my search rankings and being slowly rebuilding that. 266 00:27:37.770 --> 00:27:38.010 yep. 267 00:27:40.140 --> 00:27:46.080 Nicole Saunders: And despite being so thoughtful about what we took with us and gosh I gotta give credit to. 268 00:27:47.100 --> 00:27:55.410 Nicole Saunders: Brett browser and Dave dyson on my team they spent hundreds of hours reading every single post in our Community. 269 00:27:55.860 --> 00:28:08.220 Nicole Saunders: and looking at stats and figure out which ones, we should move and which ones we shouldn't an interview and Community members and doing surveys to find out, and there were still things that six months later, people like how how are this one where did it go. 270 00:28:09.300 --> 00:28:09.660 Nicole Saunders: But. 271 00:28:09.870 --> 00:28:18.360 Nicole Saunders: Even after being thoughtful putting it all of that amazing effort yeah there's still stuff, and so I think it is something to really think about if you ever relaunch or migrate you. 272 00:28:18.360 --> 00:28:26.700 Nicole Saunders: Know really careful with what you do and don't take and how you structure it and what you do with it um you know I don't necessarily. 273 00:28:26.910 --> 00:28:30.570 Nicole Saunders: Radio archive but i've learned a lot from the whole experience. 274 00:28:31.320 --> 00:28:41.310 Chris Detzel: Now it's fascinating I mean Maybe it was better you know, in the long run for the Community to kind of be you know, taking taking out some of that stuff but you know, again, there are repercussions in the short term. 275 00:28:41.790 --> 00:28:42.780 Chris Detzel: You know and. 276 00:28:43.230 --> 00:28:57.240 Chris Detzel: You know, I think that you just have to have a good content strategy afterwards right it's kind of think about well what new content, are we going to push out and what are we doing to kind of make up for that, especially when you think of the Google stuff you know because. 277 00:28:57.660 --> 00:29:07.200 Nicole Saunders: that's such a great call out Chris you're so right like you know the, the next step isn't just like Okay, and I was gonna wait for the Community to repopulate itself, but how are we going to rebuild some of these things and. 278 00:29:07.470 --> 00:29:12.750 Nicole Saunders: One of the things that we did is we took a few hundred posts that we thought were really good, but there were out of date. 279 00:29:12.930 --> 00:29:21.660 Nicole Saunders: yeah we started as members and said hey would you want to repost this with some updates, or we rewrote a lot of content and republished it as well. 280 00:29:22.530 --> 00:29:24.450 Chris Detzel: I think rewriting it and republishing it. 281 00:29:24.510 --> 00:29:28.230 Chris Detzel: starts the clock all over again right so. 282 00:29:29.910 --> 00:29:30.420 Chris Detzel: it's like. 283 00:29:30.660 --> 00:29:31.410 Chris Detzel: it's fine and. 284 00:29:32.730 --> 00:29:33.180 Chris Detzel: good and bad. 285 00:29:33.210 --> 00:29:34.440 Nicole Saunders: But it's really good with. 286 00:29:34.590 --> 00:29:47.970 Chris Detzel: The line is good, with Google later it is it the other thing is you got me kind of thinking about this, this new way of kind of thinking about Community from a thought leadership, whatever we call it topical I don't know but is that. 287 00:29:49.080 --> 00:29:52.350 Chris Detzel: I think you're also going to have to think about a content strategy around. 288 00:29:52.980 --> 00:30:06.600 Chris Detzel: You know those kinds of topics so maybe and what i've been doing, even as of recent because i've been thinking about the same thing is i'm not going to relaunch it just because it's just me and we'll talk about the summit I just hired somebody but you know it's. 289 00:30:07.110 --> 00:30:08.070 Nicole Saunders: really wanted to get into that. 290 00:30:08.190 --> 00:30:09.330 Chris Detzel: yeah but. 291 00:30:09.930 --> 00:30:10.710 Chris Detzel: it's it's. 292 00:30:11.490 --> 00:30:17.160 Chris Detzel: You really kind of have to start thinking about a strategy around you know, content and what is it that. 293 00:30:17.820 --> 00:30:22.800 Chris Detzel: One is what is it that you want to think about what is it that you want to cover, you know how can. 294 00:30:23.640 --> 00:30:29.610 Chris Detzel: zendesk help you know within that thought leadership piece right because that's probably where you have to kick it off in the first place. 295 00:30:30.030 --> 00:30:43.530 Chris Detzel: You know, and then have programs, you know, like i'm a big fan of creating a program that allows me to do multiple things you know, like webinar programs, etc, so I can write content Q amp a etc, so what i've started to do is kind of look at. 296 00:30:44.730 --> 00:30:53.520 Chris Detzel: let's say real to and and and so instead of thinking about real to specifically but i'm thinking about a master data management as a practice and so. 297 00:30:54.030 --> 00:31:01.380 Chris Detzel: How do people start that what does that look like you know and and you know where do you begin yes technology is a piece of master data management. 298 00:31:01.830 --> 00:31:08.490 Chris Detzel: But it, but you have to get by, and I mean it's costly it's those kinds of things and so i've started kind of. 299 00:31:09.000 --> 00:31:23.580 Chris Detzel: Slowly but surely pushing out content in that way, and then you know i'll have some videos but then i'm getting some blogs written, you know, then I started having kind of Q and a's you know with real tins around a safe data quality and instead of saying. 300 00:31:23.850 --> 00:31:26.220 Chris Detzel: Data quality as a product, although we have that. 301 00:31:26.730 --> 00:31:36.420 Chris Detzel: What is what is data quality mean and how is you know, the quality of data, important and why is it important those kinds of things and maybe doing Q amp a is with an expert. 302 00:31:36.870 --> 00:31:44.670 Chris Detzel: Around that without talking about royalties right and so kind of getting the appetite of your Members, you already have a community. 303 00:31:44.940 --> 00:31:53.520 Chris Detzel: So why not push it out to them as well, to see if they're interested in who is interested, then when you start finding those people of interest yeah you can relaunch you do all that stuff. 304 00:31:53.880 --> 00:32:06.450 Chris Detzel: I absolutely agree that you know there's going to be some ux design stuff that you don't want to do, but it start kind of figuring out who those people are outside of your organization, in addition to your organization, so you can both kind of. 305 00:32:06.870 --> 00:32:14.280 Chris Detzel: You know there's maybe even partners that you can kind of partner with like, for us it could be a Deloitte or Accenture I know, whatever. 306 00:32:14.610 --> 00:32:22.650 Chris Detzel: That think of these things all day every day that talked to these kind of people all day every day and and are thought leaders in that that you can just bring it, you know what I mean. 307 00:32:23.310 --> 00:32:34.980 Nicole Saunders: Well, I love how you're thinking about that Chris and you know it's part of it is trusting your your Community Members to be smart enough to realize like okay well here's a brand that makes. 308 00:32:35.490 --> 00:32:46.860 Nicole Saunders: Data management software and i'm i'm learning all sorts of cool things about data management, and I can connect the dots that oh hey Maybe I should look into their software. 309 00:32:47.160 --> 00:32:58.830 Nicole Saunders: And I think that's really where you get the difference between communities that are overly marketing and don't really take off with people is when you're sort of like pushing that connection, like only talking about your product versus recognizing like. 310 00:32:59.220 --> 00:33:02.880 Nicole Saunders: Really, what the Community Members need is like help with their job. 311 00:33:03.330 --> 00:33:03.870 Chris Detzel: Their job. 312 00:33:04.440 --> 00:33:06.630 Nicole Saunders: What they're doing helping their career or in. 313 00:33:06.630 --> 00:33:06.780 Chris Detzel: there. 314 00:33:06.810 --> 00:33:09.030 Chris Detzel: Why do you like, or having this peers over beers. 315 00:33:09.510 --> 00:33:12.330 Chris Detzel: Because we're trying to help people with their job at the end of the day. 316 00:33:13.020 --> 00:33:15.420 Chris Detzel: These are best practice, you know and how we think. 317 00:33:15.840 --> 00:33:17.640 Chris Detzel: You know it's good now I thought leadership out. 318 00:33:17.640 --> 00:33:32.070 Nicole Saunders: There yeah we're trying to help other Community professionals understand now neither one of us is trying to sell a Community platform ourselves either, but if one of us were you know um that would be this would still be the way to go about it would still be the conversation. 319 00:33:32.130 --> 00:33:32.310 Chris Detzel: yeah. 320 00:33:32.790 --> 00:33:34.830 Nicole Saunders: I mean it's about the about the whole field. 321 00:33:34.980 --> 00:33:40.620 Chris Detzel: I mean I don't have enough to say like I use a company called higher logic for my platform, the great you know we're all but. 322 00:33:41.280 --> 00:33:51.240 Chris Detzel: I don't have enough to say to speak about it every single time I get on appears over beers you know what I mean like there's probably a several conversations we can have about platforms and what they do, etc, but. 323 00:33:52.260 --> 00:33:55.320 Chris Detzel: You know if that's all I talked about it would be so boring. 324 00:33:56.970 --> 00:33:58.380 Chris Detzel: I mean, I think it would. 325 00:34:00.390 --> 00:34:03.030 Nicole Saunders: Like plug those things you can just. 326 00:34:03.150 --> 00:34:10.350 Nicole Saunders: yeah those conversations that are relevant to people because that's The thing is, you know I think about this every time I talk to somebody about sorry community. 327 00:34:10.830 --> 00:34:19.110 Nicole Saunders: We all have so many social media accounts and we get text messages when we get our slack I know what you i'm regularly logged into nine different slack workspace. 328 00:34:19.140 --> 00:34:20.430 Chris Detzel: I just have like five yeah. 329 00:34:21.570 --> 00:34:30.420 Nicole Saunders: might get overwhelming sometimes so what the heck is going to be compelling enough about another online Community for me to go, create a profile and login. 330 00:34:31.050 --> 00:34:32.160 Nicole Saunders: To the basis and the. 331 00:34:32.190 --> 00:34:42.450 Nicole Saunders: Only way it's going to be something that i'm really going to engage with that level as if it's something that solves a problem that I have a resource, I need that I have on a regular basis. 332 00:34:42.720 --> 00:34:55.080 Chris Detzel: Do you do you know any Community communities that are doing, you know stuff like that, like you know kind of that thought leadership or you know, would you say there's one or two that you really like that do that. 333 00:34:57.360 --> 00:35:00.630 Nicole Saunders: Well, I mean I spend most of my time in Community manager communities. 334 00:35:00.690 --> 00:35:09.690 Nicole Saunders: Right like I spent a lot of time in the cms Community um I would say that's probably the biggest one and cms is part of bevy. 335 00:35:10.020 --> 00:35:19.140 Nicole Saunders: yep you match hosts all sorts of things that are Community management related that aren't specific to bevy or even things that baby necessarily does as a platform. 336 00:35:19.440 --> 00:35:30.150 Nicole Saunders: And I think just a really good example of how that works, the other one I really like i'm you know big outdoor enthusiast I love rei community and this isn't B2B or B2C community. 337 00:35:30.180 --> 00:35:37.020 Nicole Saunders: Yet, but I can go on there, I can go on there to find out about equipment and gear and things that i'm thinking about. 338 00:35:38.520 --> 00:35:39.930 Chris Detzel: Purchasing it as a Community. 339 00:35:39.930 --> 00:35:41.760 Nicole Saunders: Community will post links. 340 00:35:42.150 --> 00:35:42.720 Chris Detzel: cannot, I mean. 341 00:35:43.530 --> 00:35:46.350 Nicole Saunders: I can also go on there, and just ask about hiking trails. 342 00:35:46.410 --> 00:35:56.430 Nicole Saunders: yeah or how to train for something, and so I think that's, the key is like that's a Community visit, even when i'm not looking for something from rei. 343 00:35:56.700 --> 00:36:01.470 Nicole Saunders: Does it, so the need that I haven't regular basis, which is to get more information about the different things I enjoy doing. 344 00:36:01.950 --> 00:36:14.070 Nicole Saunders: And so, that is to really build a community that that serves that need and doesn't just have a nice thing otherwise, and I think you see this, a lot of support communities you're only going to go to a technical support Community a couple. 345 00:36:14.100 --> 00:36:21.840 Nicole Saunders: times a year when you have a very specific technical question you can't find in the documentation if you're looking to meet her people engaging on a regular basis it's got to be more. 346 00:36:22.260 --> 00:36:25.200 Nicole Saunders: than technical support it's gotta be more than your product or service. 347 00:36:25.680 --> 00:36:31.380 Chris Detzel: yeah again I think there's reasons to have technical Community so and they solve. 348 00:36:31.470 --> 00:36:33.120 Nicole Saunders: Some big partner percent for sure. 349 00:36:34.290 --> 00:36:40.230 Nicole Saunders: don't come there, but I think if you want your community to do more than just answer here and there. 350 00:36:40.650 --> 00:36:45.240 Chris Detzel: it's hard, especially from a B2B standpoint like and if you have. 351 00:36:45.720 --> 00:36:58.920 Chris Detzel: Big time professionals like you know you have to give them something that they want to to want to come back so when I think of you know, a senior VP or VP of something right. 352 00:36:59.340 --> 00:37:06.060 Chris Detzel: they're probably not coming to a community.to.com or Community zendesk calm and posting shit. 353 00:37:06.630 --> 00:37:14.280 Chris Detzel: You know what I mean what they might be interested in is to listen to a podcast around how others are doing these certain things or. 354 00:37:14.760 --> 00:37:21.750 Chris Detzel: You know, a video or maybe it's a webinar or something like that right or connecting to others in a way, and so. 355 00:37:22.200 --> 00:37:27.000 Chris Detzel: Depending on your audience, you know if that's the leadership thing you need something like a. 356 00:37:27.600 --> 00:37:36.450 Chris Detzel: I don't want to call it an advisory board, but something that allows them to connect you know with other leaders in the space that is a little bit more hands on rather than just. 357 00:37:36.900 --> 00:37:42.930 Chris Detzel: An online community, so you have to think of communities, in my opinion in different ways right so. 358 00:37:43.500 --> 00:37:50.850 Chris Detzel: Those people that care about those technical questions are probably the people using your product on a daily basis, all day every day. 359 00:37:51.330 --> 00:38:00.360 Chris Detzel: You know the VP of support or VP of anything else, probably knows about zendesk or whatever, obviously, but they're not using it all day, every day, they don't even. 360 00:38:00.900 --> 00:38:16.980 Chris Detzel: You know they're like thinking of some features, but their directors and or managers and or technical people are using it on a daily basis and pulling reports and all that kind of shit so you know I just think that you have to build programs for the for the audience's. 361 00:38:17.040 --> 00:38:19.470 Chris Detzel: of your choice. 362 00:38:19.770 --> 00:38:20.460 Nicole Saunders: and 363 00:38:20.790 --> 00:38:22.680 Chris Detzel: When you do that, then. 364 00:38:23.070 --> 00:38:36.120 Chris Detzel: You know you engage they engage in the way they want and you're creating ways for them to engage the way they want you know what I mean that's my thought on communities around kind of higher level type stuff. 365 00:38:37.140 --> 00:38:46.350 Chris Detzel: there's a lot of different ways to do it right and I don't know that an online community is the way to do it for executives or higher level people. 366 00:38:46.950 --> 00:38:54.090 Nicole Saunders: 100% and that's The thing is, I think the other thing is oftentimes we're talking about Community people can you really narrowly about like an online community. 367 00:38:54.120 --> 00:39:07.050 Nicole Saunders: or a sort of immediate community, but you can have different Community products, as it were, for different segments of your audience and what kind of product is going to sell to a developer as a different product and was going to sell to a VP and. 368 00:39:07.140 --> 00:39:18.960 Nicole Saunders: So you do have to have different programs and different kinds of offerings that are all part of your Community program and I think this is one of the places where in the Community industry that things started to get really blurry. 369 00:39:19.470 --> 00:39:20.100 Chris Detzel: that's true. 370 00:39:20.730 --> 00:39:25.350 Nicole Saunders: Right between what's a Community thing and what's a marketing thing and what's a customer success thing. 371 00:39:25.800 --> 00:39:31.080 Nicole Saunders: And this is where I think that there's so much potential for Community and we're starting to see organizations, putting. 372 00:39:31.200 --> 00:39:36.930 Nicole Saunders: Chief Community officer is in place and building a community as a whole organization, because it takes all of those things that are interrelated. 373 00:39:37.110 --> 00:39:45.870 Nicole Saunders: That used to follow you know this belongs to success in this blog the customer marketing and this belongs to the Community and putting it all in the Community bucket and recognizing hey. 374 00:39:46.230 --> 00:40:02.370 Nicole Saunders: Our customer advisory board our special luncheons for executives our developer forum our slack instance for startups all of those things are Community and need to fall under one umbrella, instead of being divided up between all of these different. 375 00:40:02.790 --> 00:40:03.900 Chris Detzel: Teams all over to. 376 00:40:03.900 --> 00:40:09.150 Nicole Saunders: Jay, but I think that's gosh we've got like so many more podcasts we can do talking. 377 00:40:09.150 --> 00:40:12.660 Nicole Saunders: about this and how Community is so much more than just an online. 378 00:40:13.680 --> 00:40:19.620 Nicole Saunders: Digital space it's all of the things that you do that connect customers to one another. 379 00:40:19.980 --> 00:40:21.540 Nicole Saunders: it's to solve problems. 380 00:40:21.810 --> 00:40:33.540 Chris Detzel: I agree, and somebody that's doing a really good job of it and you'll have to talk to her, one day, maybe add is allison boudreaux over at calyx so she was the leader of the Community and their. 381 00:40:34.500 --> 00:40:44.280 Chris Detzel: Academy, so you know I sent you guys an email, so the three of us four of us actually try to get together and just have some some podcast around. 382 00:40:44.790 --> 00:40:55.440 Chris Detzel: You know, maybe women in communities and things like that you know because i'm highly interested in hearing some of that stuff, the last thing i'll say because we didn't get to this point because I know you wanted to talk a little bit about it. 383 00:40:56.550 --> 00:40:58.320 Nicole Saunders: wasn't it wasn't our next conversation I guess. 384 00:40:58.350 --> 00:41:12.930 Chris Detzel: yeah we'll introduce it because i'll probably have more of a but I did get to hire a person that's going to be very junior for the Community and they'll be helping me with the Executive Council and and a lot of online Community stuff that. 385 00:41:14.220 --> 00:41:20.640 Chris Detzel: That i'm really excited about, and so we can talk about that, but I think we'll have a broader topic around you know. 386 00:41:21.090 --> 00:41:30.000 Chris Detzel: hiring What do you do you know onboarding a bunch of stuff like that, because you're really good at that stuff and you know he can give me some really good advice around it so. 387 00:41:30.450 --> 00:41:38.730 Nicole Saunders: I would love to well Chris congratulations on your first hire that is so exciting is a huge milestone, and congratulations to whoever it is that comes on board with. 388 00:41:39.270 --> 00:41:46.620 Nicole Saunders: us after they start um and yeah let's let's talk about that next time i'd love to dig into hiring onboarding training all of that. 389 00:41:47.160 --> 00:41:52.470 Chris Detzel: Great well thanks everybody for tuning in for another peers of beers i'm Chris dental and. 390 00:41:52.650 --> 00:41:53.700 Nicole Saunders: i'm Nicole Saunders.