Skip to Main Content
Measure What Matters
book

Measure What Matters

by Katie Delahaye Paine
March 2011
Beginner content levelBeginner
272 pages
5h 50m
English
Wiley
Content preview from Measure What Matters

Chapter 9

Measuring Relationships with Your Local Community

“All business in a democratic society begins with public permission and exists by public approval.”

—Arthur Page

Given the speed with which news, crises, and complaints can travel, public approval can be granted or withdrawn at a moment’s notice. So today it is more important than ever to understand and measure and improve your relationships with your local community.

Who Are Your Neighbors and Why Are They Important?

Social media has introduced an entirely new definition of community. Communities today are not necessarily those individuals and organizations in close physical proximity to your business. Communities can be virtual and consist of any group of stakeholders that exerts influence over your business. This includes your own internal communities of customers, vendors, and partners, as well as external advocates, nongovernmental organizations, and any other community with which you have a relationship.

How Do Good or Bad Relationships Influence Your Organization?

The short answer is that you ignore your communities at your peril. When Amazon ignored its community of Kindle users, a firestorm erupted over its deletion of certain books to which it didn’t have legal distribution rights. Amazon was, legally, making the correct move, but the community didn’t care; it felt that Amazon had broken its promise to them. To regain the lost trust of the community required an abject apology and admission of wrongdoing from ...

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Start your free trial

You might also like

The Art of Leadership

The Art of Leadership

Michael Lopp

Publisher Resources

ISBN: 9780470920107Purchase book