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Online Community Posts

What is Net Negative Churn? 4 Strategies to Grow Your Revenue

Written by Elizabeth Bell on July 10, 2019 at 1:22 PM | 5 minute read

Even the greatest companies out there are bound to lose a customer once in a while. It can be hard to pinpoint a single reason that your customers stay with you or leave. However, if there's one thing we know for sure, it's this: change leads to churn, especially in the SaaS world.

When services or products evolve, your new offerings aren’t always going to be the right fit for all your customers. Customer churn simply comes with the territory of doing business.

Since we know at least some churn is a given, is there any way for businesses to offset these costs? 

This is where net negative churn comes in. Although the wording can be confusing (isn’t churn already negative?), this metric is actually an effective growth strategy to help you counteract churn and increase overall revenue.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Experience, Customer Retention, Customer Success, Online Community

A New Perspective on Negative Feedback in Your Customer Community

Written by Shannon Emery on July 2, 2019 at 1:01 PM | 7 minute read

What if we build an online community and customers just use it to say bad things about us 

Any company adopting an online community has had this fear. Opening your community to your customers, and even prospects, can feel like you’re handing them pitchforks to use against you. It’s scary to think they might be right outside your digital door ready to attack.  

However, I’m here to give you a different perspective. 

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Topics: Customer Communities, Customer Engagement, Customer Experience, Customer Support, Customer Success, Online Community

2019 State of Community Management: What Now? 5 Stats with Action Items for Executive Stakeholders + Community Leaders

Written by Gabrielle Wathen on June 26, 2019 at 1:08 PM | 5 minute read

The data published in The Community Roundtable’s 10th Annual State of Community Management report was collected from 325 community programs between January and March 2019. ICYMI: We shared a collection of 39 nitty-gritty stats from the report in our first blog recap.

Communities are change agents, there’s no doubt about it. The 2019 State of Community Management report reveals that communities are transforming organizations in fascinating (and profitable) ways. Program outcomes can be connected to a variety of complex business objectives like customer retention, innovation, and culture change.

Because communities are complex, adaptive systems, they have the ability to address a variety of complex problems with a multitude of different solutions.

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Topics: Online Community Management, Customer Communities, Member Communities, Online Community Software, Customer Retention, Customer Success, Online Community

From Stagnant to Stand-Out: 3 Strategies to Differentiate Your Customer Experience

Written by Kate Zimmerman | on June 19, 2019 at 11:04 AM | 4 minute read

Customer experience executives from around the world gathered in New York last week to receive some disappointing news from Forrester Research at the Forrester CX NYC Conference. Despite investments of $56 billion last year, customer experience index scores remained stagnant for the second year in a row.

Thankfully, the mood was far from despair. To combat the problem, many organizations are looking at ways to deliver a better customer experience and differentiate themselves in the market.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Customer Experience, Customer Success, Customer Advocacy, Online Community

39 Online Community Stats You Should Know in 2019

Written by Elizabeth Bell on June 13, 2019 at 8:58 AM | 6 minute read

The Community Roundtable annually releases the The State of Community Management Report, and it’s chock-full of timely online community stats to help inform your strategies in the year ahead.

Community is increasingly recognized as a valuable and effective way to create complex organizational change, and The Community Roundtable’s research has backed up and lead that effort by finding hard data and facts.

We’ve pulled out 39 of our favorite stats from the report (but don’t worry, there’s more stats and info to be had in the full report!)

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Topics: Online Community Management, Customer Communities, Member Communities, B2B Communities, User Group Communities, Online Community Software, Customer Engagement, Customer Experience, Member Experience, Member Engagement, Online Community

4 Ways to Use Events + Conferences to Increase Online Community Engagement

Written by Gabrielle Wathen on June 11, 2019 at 1:23 PM | 4 minute read

There’s something special about attending an event that leaves you feeling invigorated, inspired, and better off for having participated. Making new connections in an environment like this can be energetic, powerful, and truly productive. It can also boost community engagement.

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Associations, Customer Engagement, Member Engagement, Marketing Automation, Online Community, Events

Public Social Network or Private Online Community? 11 Tips to Guide Your Decision

Written by Elizabeth Bell on June 6, 2019 at 2:10 PM | 8 minute read

Would you build your house on rented land? Or move all your belongings into a hotel room?

The answers are obvious. No, you wouldn’t, because you’d be trying to create something permanent in an impermanent place that you don’t own, where things could change at any moment.

Could the same concept apply to building a community for your customers or members on social media? We think so.

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Associations, Online Community Software, Customer Engagement, Customer Experience, Member Experience, Member Engagement, Online Community, Integration, Advertising

8 Ways Online Communities Improve the Customer Experience (+ Retention)

Written by Elizabeth Bell on May 28, 2019 at 12:09 PM | 6 minute read

On the day you’re reading this, at least one of your customers is watching a webinar, downloading an eBook, or fielding a phone call from your competition. 

But you know what? Big deal. When you focus more on becoming competitor-proof than on true customer success, you’re getting your priorities wrong. Why?

Making your customers successful is a long-term retention strategy. Your business rises and falls based on the customer. If they love you, they won’t leave you – no matter how many competitors come knocking on their door.

And one of the best ways to ensure your customers’ success and support them throughout their journey?

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

Onboarding for Retention: How to Engage New Members for the Long-Term

Written by Elizabeth Bell on May 23, 2019 at 2:55 PM | 5 minute read

Onboarding new members is a critical step for associations, and often one that is missed or under-emphasized. That first year of membership has a big influence on whether that member will renew with you.

If you’re onboarding with the goal of retention (and you should be), it’s all about connecting your members and continuing to engage them at strategic touchpoints. Engagement during their first year of membership, and every year after, is how you keep members around.

When evaluating how your onboarding program is doing, ask yourselves if these three things are true about your program:

  1. Are members quickly introduced your association’s benefits, like your member network and key resources?
  2. Are members drawn in so much that they want to remain and participate?
  3. Are staff able to introduce members to these benefits on a large scale and in a personalized way?

If the answer to any of these was no, don’t worry. We’ve got the resources you need to get your onboarding program where you want it to be.

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Topics: Communications, Engagement, Member Communities, Associations, Member Retention, Member Engagement, Marketing Automation, Online Community

Listen Up + Level Up: How to Actually Hear What Customers Say

Written by Gabrielle Wathen on May 22, 2019 at 12:14 PM | 6 minute read

Once upon 1995, Lisa Loeb released a song that includes the lyric, “You say I only hear what I want to.” I am telling you this (not only because the song is stuck in my head) but because it might serve you to ask yourself if you are being selective about the customer feedback coming your way. When you peruse customer discussions in your online community, how do you react?

Are you only hearing what you want to, or do you know how to actually hear what your customers (both happy and dissatisfied) have to say? Tougher question: Are you even asking for customer feedback?

There is a clear distinction between simply hearing someone, and active, engaged listening (especially when you’re responding to discussions posts within your online customer community or interacting with folks at live events). Alas, it all starts with y o u, yes, you.

In this piece we’ll tap into the three levels of listening: internal listening, focused listening, and global listening.

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Topics: Customer Communities, Customer Experience, Member Engagement, Customer Support, Customer Success, Online Community

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