Since our founding in 1999, our sole business has been helping our clients generate actionable insights through online communities.

Past Issues

  1. May 2008 Communispace

    Connections

  2. November 2007 Communispace

    Connections

  3. June 2007 Communispace

    Connections

  4. April 2007 Communispace

    Connections

  5. October 2006 Communispace

    Connections

  6. July 2006 Communispace

    Connections

  7. March 2006 Communispace

    Connections

  8. October 2005 Communispace

    Connections

  9. September 2004
  10. October 2003
  11. August 2003
  12. June 2003

We started this newsletter because

We are passionate about the opportunity for companies to fundamentally change the nature of their customer relationships. Diane Hessan, our CEO, literally wrote the book on competitive advantage gained by companies who really listened to their customers.

We have built a long-term track record of successful Customer Community implementations. In fact, one client is still generating customer insights through an online community launched over 2 ½ years ago.

As humble as we are (and we really are humble), we realized that we've probably forgotten more in the past year about making customer communities successful than most people know. How's that for our first step towards humility?

We hope you'll find the content insightful and actionable. If you have any questions, comments, or suggestions, please let us know.

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Research & Innovation

Our most recent white paper:

  1. Influence: Exploring Perspective in Private Customer Communities

In this original research, we expanded the scope of traditional influence theory and looked at influence from both the recipient and source perspectives, and emerged with insights about influence as a process rooted in relationships.