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Customer Communities Posts

The Top 5 Reasons Why Companies Launch Branded Online Communities (and Why Some Succeed) [Research]

Written by Julie Dietz on March 8, 2016 at 8:30 AM | 5 minute read

According to a recent study from leading social and community business researchers Leader Networks and CMX, the marketplace is seeing a revolutionizing shift in both business and marketing behavior. Instead of focusing on traditional advertising and cost reduction businesses and associations are focusing on their relationships with customers to improve satisfaction and add value for existing and potential customers.

That means companies are increasingly looking to their customers as the source of their success and looking for more feedback on products, services, and practices.

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Topics: Customer Communities, B2B Communities, Customer Retention, Customer Support, Online Community

5 Innovative Ways Businesses Are Using Online Community Platforms

Written by Christina Green | on March 3, 2016 at 1:19 PM | 3 minute read

In the past, organizational innovation came from the spark of an idea applied to a well-funded research and development panel. The organization hatched the idea, grew it, and presented it all on its own timeline. This is no longer the case. Growth, engagement, and even the creation of ideas themselves is now fueled by faster processes and the closer interactions between companies and their customers, partners, and professional associations.

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Topics: Customer Communities, Online Community

Communities Help the Buyer's Journey

Written by Hunter Montgomery | on February 23, 2016 at 10:00 AM | 5 minute read

A community isn’t just an afterthought for your customers. And it isn’t only valuable once the deal is sealed and you sold them your product or services. Communities can support both you, your team and your customers throughout the buyers journey; every step of the way, from evaluation, decision, retention and, ultimately, creating customer loyalty.

It’s important to think of your customer relationship as starting long before the first contact. Rather than the transaction solidifying a relationship, it’s the relationship that triggers the transaction -- as it did for this man. A relationship with a potential customer begins before you even know them; in a community, they see how you interact with your current customers and how customers interact with each other.

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Topics: Marketing, Customer Communities, Customer Experience, Customer Support, Marketing Automation, Online Community

How to Measure the Business Impact of Your Customer Community

Written by Nick Davis on February 9, 2016 at 8:30 AM | 4 minute read

Online customer community platforms can do wonders to get your customers participating in and with conversations surrounding your industry, business, and offerings. However, that isn't always the reason that companies decide to invest in a community platform. Customer engagement isn't your end game!

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Topics: Customer Communities, B2B Communities, Customer Success, Online Community

Researching Online Community Software: Three Must-Ask Questions

Written by Christina Green | on January 21, 2016 at 11:20 AM | 4 minute read

Have you ever noticed the verb used with online communities is always "build?" You build an online community. You build community. Rarely will people, even vendors, talk about buying an online community, because even though you purchase online community software, that is only the foundation. You still need to build your online community. The task isn't complete immediately after you purchase a platform.

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Topics: Customer Communities, Online Community Software, Online Community

Why More Companies Are Building Communities

Written by Nick Davis on January 6, 2016 at 8:30 AM | 2 minute read

Why are so many companies building online communities?

I'm sure that I'm not the only one who is filled with that sense of dread when approaching a car lot. I know that the minute I step out of my car I'll be swarmed with sales people desperate to meet their monthly sales quota. Nobody likes a hard sell, and that's why companies are increasingly building online communities to keep current and prospective customers informed and engaged.

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Topics: Customer Communities, Online Community

What Do Your Customers Expect from You in 2016 & Beyond? A Guide Map

Written by Joshua Paul | on January 5, 2016 at 10:45 AM | 6 minute read

Your customers are logging into websites more frequently, signing up for new online services, and trying new apps every day. The well-documented consumerization of business product users is putting increasing pressure on companies. In many cases, companies can't keep up with the evolving expectations of their customer base.

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Topics: Customer Communities, Customer Experience, Customer Support, Customer Advocacy

How To Actually Hear What Customers Say

Written by Molly Talbert | on December 17, 2015 at 10:00 AM | 4 minute read

Any kid could tell you there’s a difference between just listening and actually hearing. They know right away if a parent is giving them their full attention or if their mind is wandering off into other territory. How do you think kids feel when they know they don’t have their parent’s full attention? Maybe frustrated, annoyed, like their time isn’t valued.

Distracted listening doesn’t just happen between parents and children. It can happen in your community and make your members or customers feel unvalued and not worth the community manager’s time. That’s the last thing you want.

Listening to your members or customers and actually hearing what they say is critical. Not only will they feel validated and contribute more, but you’ll learn more about what makes them tick. This is invaluable to you -- it’ll help you cater to them and create better products.

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Topics: Customer Communities, Member Engagement, Customer Support, Marketing Automation, Online Community

I'm Interested in Starting a Customer Community, But What Does it REALLY Take?

Written by Nick Davis on November 24, 2015 at 8:18 AM | 5 minute read

So, you are considering building an online customer community, but where do you start? What is it going to take?

You have probably seen several other businesses, maybe even competitors, launch their own online communities as a way to drive business, increase customer satisfaction, and even reduce your operating and support costs.  And starting a community may not be as hard an undertaking as you might think. Take it from founder of the Center for Customer Engagement, Bill Lee, when he said that, “more companies can build customer communities than think they can.â€

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Topics: Online Community Management, Customer Communities, Online Community Software, Online Community

How to Leverage Your Customer Community to Achieve Real Revenue Growth

Written by Katie Oakes on October 14, 2015 at 8:30 AM | 5 minute read

You've only seen the tip of the iceberg when it comes to the role that developing strong customer communities will play in transforming and growing businesses. That is the common wisdom among the people who are in the trenches implementing customer community strategies for the world's leading organizations.

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Topics: Customer Communities, Online Community

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