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1. The Engagement Conundrum
Engagement. Talk to 50 community professionals and you will get 75 different answers about what it actually means (possibly a very slight exaggeration). The reality is that you need to determine what engagement means to both your customers and your organization. What goals will you target through your engagement efforts?…
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2. Your customers are in your community….isn’t that good enough?
Let's talk a bit about why engagement really matters. I mean, you have a community, you built a great content program, so why does engagement matter if you are bringing value? The reality is that you need to get your customers to engage for a number of reasons, but a big one is so you haven’t created yet another…
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3. Onboarding Isn’t Just for Software
You have your community platform set up and content has been added…so your customers should be excited to dive in and access all of the great information you have worked to provide, connect with each other, and become a true community, right? Turns out, you can do everything right in your prep and strategy, but if you are…
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4. If you build it, they will come….BUSTED
Engagement doesn’t just happen. It is the result of carefully orchestrated strategies. And it can be frustrating! Overcoming the inertia of an unengaged community is probably the biggest area of concern from just about every community professional I have spoken with. It is what keeps us up at night and because we are…
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Example of a landing page that drives engagement
https://us.v-cdn.net/6030677/uploads/9UCPAPWMVEFK/liveperson-engagement-focused-landing-page.pdf
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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…
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📋 Engagement Analysis
Why do you need to analyze your customer engagement when planning your strategy? And is there a difference between customer and community engagement? Having insights into how your customers are engaging can help your business understand interactions that are currently occurring and identify ways to improve areas that are…
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📋 Engagement Drivers
A community without engagement is a smaller version of Google…a space for customers to come to get information and leave. A community WITH engagement is a microcosm of value: Peer to peer collaboration Customer à Organization interactions Customer insights at scale As you take a look at which customer engagement ideas to…
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📋 Landing Page Example
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📋 Personalization and Engagement
Personalization is a strong component of building engagement within your community. If the experience is exactly the same for everyone, you end up losing people. Too focused on the early stage of community engagement and you lose your experienced members. Too focused on those who are further along in their journey and you…