In the past, Autodesk relied heavily on Facebook to make connections with their customers. So when the platform changed its policies, their ability to reach customers plummeted. To build back relationships with their customers and create a sense of belonging to the brand, Autodesk had to reboot their community strategy.
In his presentation at SocialMedia.org’s Brands-Only Summit, Bill Johnston, Director of Online Community and Customer Experience, talks about focusing on their customers’ needs and business goals to reignite those conversations. He explains how changing their tone, creating useful content, and talking about more than just their product helped them win back their community.
You’ll also learn about:
- Their plan to stop letting engagement opportunities fall through the cracks
- The types of content (and how much of it) they share
- How they earn feedback and ideas from their customers
Watch Bill’s full presentation here: