Hi all! We're Peter (@padams) and Maureen (@mrice) and we lead customer enablement and customer marketing at ChurnZero, an industry-leading customer success platform that helps subscription businesses keep customers and keep growing. Our community is where our customers share ideas, learn from each other, and engage with our brand meaningfully.
After a dip in engagement in 2023, our primary goal for 2024 was to improve our members’ experience in the community. We revisited everything from UI and UX to content and engagement strategies—and saw immediate boosts in both the quantity and quality of member engagement that validated the data-backed theories that drove our re-design. Here's what's worked, what hasn't, and where we're headed.
