Conversation Is Not Community

It might seem like an obvious statement, but many brands simply don't understand this one basic fact: conversation is not community.

Let's break that down: just because someone is talking about your brand (positively or negatively) it doesn't mean that they are a part of your community (or that they want to be a part of your community). To push that even further, even if someone has bought from you, loves your product and raves about it everywhere (both online and offline), it still doesn't ...