\"When you're working to build a community around your brand/company/product, put the right person in charge. Don't pick the person with the most time on their hands or the most senior executive. Pick the person who has the most passion about starting a relationship with your customers. You'll be able to spot her because she uses the word customer in most of her conversations."
Co-author Josh Bernoff reflects on the book ten years after it's release here.
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