The Community Club

Discussion on: The Three Strategic Areas Every Successful CM Needs to Define

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Carter Gibson Author

Cesar! Yes 100% to the idea that advocacy is a strategic area. I think this is what separates CM from CS sometimes, but I know that's somewhat controversial among CX professionals to say.

As for moderation, it's simultaneously so straightforward and so complicated to do appropriately. You need to create a safer space without people feeling stifled, be consistent while reacting to new issues, and somehow find the right people you can trust. At the same time, "moderation" has robust tools and standards. So it's deceptive.