I’ve been thinking recently about how media brands can build a valuable community around their content, and even charge a fee to members of that community in return for a mix of content, services, events, networking and other benefits.  See my earlier post on creating profitable communities for more details.  To do this successfully, media businesses will need to nurture their direct relationship with people who previously were passive readers or consumers of their content.  Upgrading the relationship with your readers/audience to that of “members” does mean heightened expectations of service levels.  This will mean media businesses developing a whole new set of skills, or ensuring that their suppliers, contact centres and fulfilment bureaux are set up to meet these raised standards.  Here is a checklist of best practice in nurturing valuable long-term customer relationships for your own team or your outsourced partners. (more…)