Presentation by Thomas Knoll at SXSW 2011.
The word "community" is becoming so overused that it is beginning to lose its meaning. Many businesses apply that word to their customers without understanding the value of true community. But you are different. You understand there is a difference between fans and family. Let’s get our hands dirty, explore these differences, and discover together how much potential there is in converting our customers from a crowd to a community.