I am a Community Strategist with over 15 years of experience in digital community management. My wife and I are avid runners, with a passion for marathons, ultra-marathons, and half marathons. My wife has excelled in the sport, completing several 100-mile races, marathons, and 50k's. As a versatile community expert, I have owned and led the vision, strategy, and execution of 5 successful B2B enterprise communities. My expertise includes developing community engagement programs, creating engaging content, and fostering customer communities.
Building a successful online community from scratch requires careful planning and execution. To ensure the success of your community, consider the following 6 tips:
Online communities benefit companies by improving customer engagement and solving complex problems. Branded communities offer a seamless customer experience, rich customer data, and enhanced brand recognition through SEO growth and thought leadership.
B2B companies can capture search traffic and generate leads through SEO. Online communities can appear in search results, attracting potential customers and capturing their information for marketing purposes.
By answering customer questions, online communities improve SEO and increase brand awareness. With a wealth of indexed questions and community activity, companies can expect more leads and improved visibility in search results.
Maximize your company's potential with the benefits of a branded online community. Boost customer engagement, generate leads, and improve your SEO today
In this Peers Over Beers Podcast Video focuses on Engagement Strategy vs. Tactics. Maximize community engagement with a strategy that covers attracting users, keeping them engaged, and making them feel wanted. Ask yourself:
Having disconnected business systems is a bad customer experience for your customers. It is highly important to create a seamless experience for your customers as best you can. Online communities do this for you. Chris talks about this in the videos.
My vision for communities has always been to create a one-stop-shop for customers to seamlessly find what they’re looking for. Customer Experience is the key. The last thing customers want to do is log into multiple systems to get information. I want to make the whole Digital Experience very seamless and easy for customers using community.
A long-term goal for many communities is to deflect support cases by helping customers to problem-solve in the community, where our strategy is built around providing the most relevant content.
Customers want to help themselves. Most do not want to get on the phone to get answers to their questions, most do not want to create a support ticket to get an answer in three to ten days. They want help now. Community helps to solve that problem with Self-Help.
The main problem Customer Success teams are trying to solve with their customer community is around retention: How do we retain our customers at a higher rate?
When customers engage in the community, and they reply, ‘like’ posts, or add questions, you’ll generally retain them, and retain them at a higher rate.
As our community grows, organizations will have more information about their customers probably more than any other system or person at the organization.
Communities tell us what content customers are looking at, where they’re going, how long they’re staying on pages, what they’re talking about, what they’re interested in, and all these things that no one in the organization knows. This gives companies a competitive edge.
Explore My Blogs Dedicated to Online Communities - Delve into Community Engagement, Effective Engagement Strategies, and My Journey in Building Thriving Communities