This deck contains top 3 reasons Top Performers use Online Customer Communities, top 3 tactics Top Performers use to outperform peers with Online Customer Communities initiatives, most common challenge Top Performers face with Online Customer Communities, top 5 Performance Metrics Top Performers use to measure the success of Online Customer Community initiatives.

1. Online Customer CommunitiesBenchmark Report Key Findings Deck Publication Date: 12/2010 1

2. Insights and Best Practices from Top Performers Top 3 reasons Top Performers implement Online Customer Communities Top 3 tactics Top Performers use to outperform peers with Online Customer Communities Most common challenge Top Performers face with Online Customer Communities Top 6 Performance Metrics Top Performers use to measure the success of Online Customer Community initiatives 2 What’s In This Deck?

3. Increase customer loyalty Drive customer advocacy Generate customer insights to drive new product development Reasons to Implement 3 *According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey **According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.

4. Provide compelling content and user experiences Provide vehicles and incentives for driving customer advocacy Identify and proactively engage with key influencers Value Drivers 4 *According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey. **According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.

5. Growing the online community to a critical mass Fostering and maintaining a high level of member activity Tracking and measuring results Challenges 5 *According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey.

6. Community growth rate Community activity, engagement, and participation rates Customer advocacy scores Customer satisfaction scores Change in customer support costs Search engine ranking Performance Metrics 6 *According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey.

7. Download the Full Benchmark Report for Free (with complete vendor landscape) 7 http://bit.ly/b5n4qH

8. Gleansight: Customer Feedback Management Gleansight: Social Media Monitoring Deep Dive: Customer Feedback Management: Different Roles, Different Objectives Deep Dive: Top Performers Look to Text Analytics to Listen to the Voice of the Customer Related Research from Gleanster 8