PODCAST · business
In Before The Lock
by Erica Kuhl & Brian Oblinger
In Before The Lock is a podcast from Erica Kuhl and Brian Oblinger about community, customer experience, and leadership at scale.
Episodes
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🔓 110: Uniquely people-powered
Erica and Brian return to discuss the impact of AI on community, customer marketing, and education — and what to do about it. Erica joined Gainsight Brian's Slides on AI-Forward Community Strategy Google's doc on GEO Evan Hamilton's post on AI communities
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🔓 109: Various forms of hybridity
Should your community be public, private, or a hybrid of both? What about free vs. paid? Erica and Brian break it all down.
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🔓 108: The Ericas
And The Erica Goes To…Erica! 🏆🥳 Brian is joined by a gaggle of family, friends, and co-workers to present Erica with awards on her birthday.
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🔓 107: Under the surface
Erica and Brian talk about the bones of your community and how they work together to create a cohesive experience. Previous episodes about the "above the surface" bits: 🔓 76: Combo pages 🔓 91: A list of links 🔓 101: They want the ugly Resources: Structures & Modalities Examples Permissions &...
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🔓 106: The Golden Hoodie
Brian and Erica deep dive into customer awards programs and how to get them right. 🔓 5: A whole bag of crap The Golden Hoodie Alteryx Excellence Awards
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🔓 105: Measurin' vibes
Erica and Brian push back hard on the idea that measuring community ROI isn't important (we can't believe we had to talk about this or are typing this right now, but here we are). Measurement resources: 🔓 8: Just say No to Page Views 🔓 9: Everyone wants a cool dashboard 🧵 70: Behaviors and...
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🔓 104: A really great activation
Erica and Brian talk about their favorite community activations for in-person conferences.
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🔓 103: Part of the master plan
Brian and Erica discuss the launch of Community Strategy Academy. Use code INBEFORE at checkout for 15% off of any course, bundle, or membership.
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🔓 102: Scale, success, service, and hubs
The state of the market, why Customer Success is driving community inside of organizations, and how we can partner to deliver value. Resources about CS + Community: Podcast: 🔓 34: The "S" stands for "Success" Blog: Building Scalable Customer Success Through Communities
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🔓 101: They want the ugly
Erica and Brian navigate through developer landing pages and communities from Google, Salesforce, Apple, Visa, and more. Developer Community 🔓 60: Just a couple lines of code Developer Landing Pages/Communities: Google Developers Salesforce Developers Apple Developers Intel Developer Zone Fusion...
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🔓 100: Win the interview
Erica and Brian run down the most common interview questions and how to answer them. Community Industry News: Quinn McCully joined Vesta as Community Management and Engagement Specialist Maren Hamilton was promoted to Director of Social & Community at The North Face Ami Defesche joined The…
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🔓 99: Looking to break in
How to build a career in community from scratch. Community Industry News: Hugh Lashbrooke joined Constantia.io as Director of Community Melissa Spinella was promoted to Principal Community Manager at UKG A word on Generative AI and communities… Giving ChatGPT a spin with community queries A…
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🔓 98: 10x Community Pros
Erica and Brian talk through the traits and skills required to become an elite community professional and people to look to for inspiration. Community Industry News: Amanda Boyle was promoted to Director of Community Engagement at GitHub Christina Brashear joined Colibra as Senior Manager,...
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🔓 97: People, time, money, and outcomes
How to operationalize your plans and collaborate for success from pre-launch to maturity. Community Industry News: Holly Rieke joined Board International as Director of Community Jay Elango joined Sprinklr as Community Manager Allison Fasching joined LogicMontior as Director of Customer Community...
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🔓 96: Our favorite things
On this special Thanksgiving episode, Erica and Brian dig into the things that make their personal and professional lives easier. Community Industry News: Anne Mbugua joined Analog Devices as Community Content Manager Neval Dalgic joined BARTKA INOVASYON as Community Lead Francisco Fonseca joined...
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🔓 95: An expectation that you're listening
How to get started collecting feedback and ideas from your community when you can't commit to full-blown ideation and complex processes. Community Industry News: Jessica Mendez joined Contentsquare as CX Specialist, Community Manager Steven Demoya joined TelevisaUnivision as Help Center Community...
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🧵 94: Popping up every day
"There are lots of new community platforms and tools coming up. How to keep up with all of them?" — Tiffany Oda
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🔓 93: Do more with less
Why community is one of the best investments a company can make during an economic downturn. Community Industry News: Rachel Basoco joined Fidelity Investments as Digital Communities Advancement and Growth Director Jeffrey Roe joined DecisionLink as Senior Community Manager Manouska Jeantus…
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🧵 92: Early indicators
"What do you do if you don't have access to relevant data to be able to measure the impact your community efforts are having on the business?" — Alex Angel
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🔓 91: A list of links
How to make navigating your community intuitive and fast for your users. Community Industry News: Colleen Curtis joined Reddit Will Manchin joined AWS as Senior Community Manager Vera DeVera joined Vareto as Head of Community Lauren Clevenger joined Block as Square's Global Head of Seller…
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🧵 90: Opportunities
"Thinking more about ambassador programs. The problem with most is that the benefits to the ambassador don't immediately benefit them personally or professionally. I think that needs to change. Any good examples from programs you've seen?" — Joshua Grose
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🔓 89: To delete or not to delete
How to handle the archiving of old, outdated, and irrelevant content from your community. Community Industry News: Work with Brian Work with Alex Angel Work with Noele Flowers Maria Ogneva was promoted to Sr. Director, Community and Customer Marketing at Invoca Andrew Mishalove joined Matillion…
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🧵 88: A part of who they are
"What are some crucial qualities of a community leader? Do you suggest promoting from within and how do I know who to target?" — Kelly Klein
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🔓 87: Acceptable trash talk
Erica and Brian take a close look at how to create compelling community user guidelines. Community Industry News: Evan Patterson joined tender.ai as Head of Community & Partnerships Lizzie LaCour joined Softr as Community Lead Gabrielle Leith joined Grapevine as Community Manager Paola Johnson…
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🧵 86: It's all about culture
"Are there certain company characteristics that are indicators whether a community will have a higher chance of success?" — Brian Koffler
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🔓 85: A map of your brain
Erica and Brian dive deep on how to translate your strategy into action. Community Industry News: Danhel Fajardo joined Vyond as Senior Community Specialist Jephtah Abu joined AhoyConnect as Product Community Manager Krystal Wu joined OpenSpace as Sr. Community Program Manager Dani Weinstein…
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🧵 84: Don't expect miracles
"What are the biggest things you tell companies to watch out for when they come to you with the idea of 'I want to launch a customer community' for the first time?" — Udit Lakhotia
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🔓 83: Expert elitism
Erica and Brian explore how Autodesk, Splunk, and Salesforce built pages for their superuser programs. Community Industry News: DL Grant joined Commsor as Community Operations Manager Isabel Ruiz joined Mews as Community Manager Cody A. was promoted to Community Support Specialist at Reddit Mike…
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🧵 82: A room full of mercenaries
"NFT and Web3 communities: does financial incentive dilute the sense of community? Is financial incentive/interest a good 'common interest'?" — Ilker Akansel
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🔓 81: I love a good seasonal engagement program
Erica and Brian explore how OpenSpace and Guru delivered great engagement programs. Community Industry News: Valentina Ruffoni joined Disciple Media as Community Experience Lead Caroline Park joined Atlassian as Senior Manager, Community Engagement Kristie Presten joined Tasktop as Community...
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🧵 80: Get aligned
"How best to approach when you work for an org that already has a wider community - but you're asked to build a secondary community for something more niche? The wider community is managed by a different department than yours, also." — Gabrielle Leith
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🔓 79: Even Littler Erica
Erica's Mom, Donna, joins Brian on this extra-special birthday episode to talk about an award Erica won in high school, her history as a criminal mastermind, and how the daughter of a dentist became addicted to candy. Happy Birthday, Erica! 🥳
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🔓 78: Begin again
Expanding the number of use cases your community addresses beyond Support. Community Industry News: Sarah Wylie joined 6sense as Communities Marketing Manager Lauri Wansley joined HubSpot as Senior Manager, Community Managers Karina Meza was promoted to Community Manager at Fiverr Amanda Petersen...
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🧵 77: Shattered
"How do you rebuild trust in a community where trust has been shattered?" — Cole Zerr
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🔓 76: Combo pages
Erica and Brian explore Zendesk and Atlassian community landing pages. Community Industry News: Katharina Koidl joined Equalture to run Community & Events Emily Lakin was promoted to Head of Creator Community at Patreon Yurii Lazaruk joined CodeControl as Community Manager Ramona Hategan joined...
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🧵 75: We're not that important
"How do you handle 'turning off' when your community is always on?" — Alex Angel
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🔓 74: Leading thought
How to bring Thought Leadership into your community to expand your reach, engage senior personas, and inject your perspective into an industry. Community Industry News: Brittany Edwards joined NinjaOne as Technical Content and Community Manager Tracy Maurer joined LumApps as Customer Community...
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🧵 73: Very boondoggle-y
"What are your thoughts on an in-person Community summit? When is a good time in the Community lifecycle to consider hosting one? What benefits/ROI do you expect from it?" — Lauren
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🔓 72: People who say nice things
How to build a successful advocacy program. Community Industry News: Jessa Brown joined Alma as Senior Manager, Community Engagement Tess Brown joined Outreach as Senior Program Manager, Community Engagement Marjorie Anderson joined Product School as Director of Community Manuel Hernández joined...
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🧵 71: It ain't dead
"How do you see the role of email in connecting with your community? And how do you see it changing?" – Hannah Whalen
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🧵 69: It pains me to this day
"What is one thing you wish you'd done better in the early days of your community careers?" – Scott Baldwin
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🔓 68: The real work begins
Erica and Brian discuss the actions and activities you need to engage in directly after launching your community. Community Industry News: Aima Atigari joined Remotebase as Community Manager Tom Norman joined Craft Docs as Community Manager Lalitha Wemel joined TechStars as Global Director,...
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🧵 67: Stuck in a loop
"Growing into management is an exciting opportunity, however, the team still isn't large enough for you to step away from the IC work (yet). How do you balance the player / coach model in Community?" — Krystal Wu
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🔓 66: Like magic
Taking an integrated approach to building the dream customer community experience. Community Industry News: Chitra HL joined Oracle as CX Community Manager Holly Schell joined Paper as Community Engagement Specialist Madeline Johannsen was promoted to Team Lead, Multimedia Community Content at...
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🧵 65: Try a bunch of stuff
"How can I manage and set engagement expectations/goals when our community members don't use our service/product everyday therefore may not interact daily/weekly with a community space?" — Hannah Rafter
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🔓 64: Inception
How to persuade others through the use of an age old framework. Community Industry News: Vincent Mayers joined Gradle as Director, Community Operations Vinicius Camilo joined Distrito as Investor Community Manager Ahmet Uysal joined Sunrise UPC as Community Manager Tuvy Le was promoted to Senior...
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🧵 63: Just two?
"What would be your strategy for a community that holds two distinct personas? In this case, HR managers / People Ops and then their employees? Essentially these two different audiences would be coming together into one community." — Lizzie LaCour
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🔓 62: Read the room
Presenting your strategy to an executive audience. Community Industry News: Sweta Shetty joined Hindustan Times as Community Manager Amanda Martin was promoted to Head of Community at Unbounce Kemi Kale was promoted to Head of Community Management, Community and Impact at Meta Jelena Zanko was...
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🧵 61: We have a couple
"What are the top reasons you see new communities fail?" — Vishwas Katti Brought to you by Commsor.
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🔓 60: Just a couple lines of code
Developer communities and working with DevRel. 🇺🇦 Community Industry News: Ashley Dodge promoted to VP, Community at Copado Luiza Drăghicean joined AhoyConnect as Community & Growth Advisor Michael Shillingford was promoted to Director of Community at Brandwatch Delphin Miloudi-Druelle joined...
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ABOUT THIS SHOW
In Before The Lock is a podcast from Erica Kuhl and Brian Oblinger about community, customer experience, and leadership at scale.
HOSTED BY
Erica Kuhl & Brian Oblinger
CATEGORIES
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Frequently Asked Questions
How many episodes does In Before The Lock have?
In Before The Lock currently has 109 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is In Before The Lock about?
In Before The Lock is a podcast from Erica Kuhl and Brian Oblinger about community, customer experience, and leadership at scale.
How often does In Before The Lock release new episodes?
In Before The Lock publishes regularly with 109 episodes available. Check the episode list for the typical release schedule.
Where can I listen to In Before The Lock?
You can listen to In Before The Lock on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts In Before The Lock?
In Before The Lock is created and hosted by Erica Kuhl & Brian Oblinger.
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