Community engagement, in a nutshell, is all about crafting a coherent set of processes to nurture the members and investing in member development. This boosts the number of active people are in your community. An active community builds more value…
Community flywheel is the idea that by introducing customers into a community, they become central to your brand’s growth efforts. In a traditional sales funnel, the journey ends when the user becomes a customer. But in the community flywheel model,…
Community guidelines are the rules that direct how users should behave in your community. They should encourage valuable discussion and ensure everyone knows what is expected of them. Guidelines also need to clarify what isn’t allowed in your community and…
The community life cycle refers to the stages of growth new communities go through. In our experience, there are five growth stages: development, inception, expansion, maturity, and autonomy. We find it takes around two years to reach full autonomy, although…
A community of practice is a space where people with similar skills gather. These communities often form around professions—you’ll find Communities of Practice in most industries where people benefit from shared knowledge. But they can also be based around non-professional…
While companies can utilize many go-to-market strategies, a community-led growth approach focuses on a group of brand advocates and supporters to help market a product or service. Generally, this approach relies on word-of-mouth advertising generated from the community sharing information…
A customer community is a space for your brand’s customers to interact with each other and your internal team. Communities enhance the customer experience by making it easier for users to succeed while using your product. This, in turn, benefits…
Customer success is when you proactively help customers use your product or service to reach their goals. By helping people get value from your product, you encourage them to stick with your business, thus increasing retention and reducing churn. You’ll…
Customer support is the actions you take to troubleshoot customer problems. Good support streamlines the customer experience and ensures that technical issues don’t stop your customers from using your product. There are many ways to offer customer support. Having live…
As the popularity of online communities continues to grow, organizations that run these digital environments are continually looking for ways to better moderate the occurring conversations and activities. One way to maintain control in an online community is through administrators,…