Titans of Customer Engagement
Titans of Customer Engagement

Episode · 5 months ago

Lurkers vs. Learners: Renaming Community Members Who Listen


Lurker is a word that sounds sly or secretive at best. Consider how our perspective about non participatory online community members changes when we call them listeners, browsers, visitors, consumers, or learners.

In this episode, we speak with Louise Branscomb, Senior Community Manager at Strava, about a positive rebrand for our online audiences who are in a thinking stage instead of a more obviously active one.

Join us as we discuss:

  • How we think about people who aren’t ready to participate yet
  • The importance of supporting learners and listeners
  • Creating a comfortable online environment for all types of audiences
  • Unmeasured benefits of community professionals

Check out these resources we mentioned during the podcast:

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