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📋 Defining Engagement

Engagement means different things to different communities. Understanding what will be important for yours is a critical step.

Let’s start with a single question.

What do we want to help customers do more effectively?

Customer Engagement

Examples

Increase CSAT
Increase upsells
Impact retention through product adoption
Reduce support tickets
Increase training adoption
Identify and nurture advocates
Produce product ideas
Increase customer sentiment
Increase event participation
Decrease time to adoption
Increase self-service

Now we can address the following:

How can your customer community help?

Community Engagement

Examples

Sharing best practices
Help answer customer questions
Case studies for new usage ideas
Networking
Upskilling
Product learning and support
Peer to peer support
User-generated content
Product feedback and suggestions

By first identifying what business goals your company is trying to solve, you can then begin to create a community engagement strategy that will impact those goals (covered in the next email!).

💡 Pro tip! Be sure you are working with leadership across the organization to understand the company goals so you aren’t focusing only on a small segment.