Just as her first book, Beyond Spin, looks internally at companies and explores fresh ways to communicate authentically with employees, Customer.Community takes a similar posture and focuses outward on fostering natural, honest communication between and among customers in a way the drives the business forward.  Customer.Community is an innovative look at how a business can use virtual communities to engender customer loyalty, advocacy, and a whole lot more. Instead of wrestling with how to "monetize" community, Customer.Community shows how to "communitize" commerce by creating peer-to-peer relationships between customers, and leveraging that for business success. 

Customer.Community, published by Jossey-Bass/Wiley in March 2002.