Someone wrote another report about us. Cool.

This one is from Forrester Research. It’s written by Nathalie Petouhoff, Ph.D., and Chip Gliedman, and it’s a case study about how and why Yola adopted Get Satisfaction — and then what they did to transform their customer service department into a community-oriented group and reduce support costs.

It’s called Yola.com Achieves Customer Service Scalability Goal Using Social Media: Best Practices In Customer Service Social Media.

I know from my own experience in dealing with Yola customers that they’re pretty darn enthusiastic. By coincidence, one of my favorite Yola employees has been visiting San Francisco, and Amy and I had lunch with her yesterday. I was introduced to a new (well, new to me) Yola employee, who actually came from the ranks of Yola customers. Now that’s taking the idea of community to heart — promoting customers to employees.

Yola is definitely a model of how to do it in Get Satisfaction, so it’s not surprising that the Forrester folks went digging into the idea of customer communities and landed on Yola as a model for how to do it. So, congratulations, Yola! And thank you, Forrester, for writing about us. We’re thrilled to see the idea of using community to serve customers growing bigger and more mainstream.