-
1. Your Customers Are Here…but where are they going?
Is your community meeting real or perceived needs? If you are creating plans without the input of your customers and internal stakeholders, you are likely building programs based on what you think they need, and you run the real risk of not being relevant. Understanding the real needs of your entire audience takes the…
-
2. Helping Your Customers Move from Zero to Hero
Community Managers know that only a fraction of your community members are participating directly in your community, and that is expected. But did you know that they aren’t doomed to stay status quo forever? That using good strategies and understanding their needs can help move customers from consuming your content to…
-
3. From Engagement to Advocacy: Rethinking the Community Journey
As community leaders, we often find outselves at the intersection of relationship-building and strategic impact, but often find ourselves focused on reactive engagement. What if we instead shifted our focus to strategically guiding members through a powerful journey? One rooted in real rather than perceived needs, and…
-
4. Is Your Site Set Up for the Customer?
Now that you have spend the past month and a half taking a look at identify and building a customer journey process through your community, it is time to look at how to use Vanilla to implement your strategy! Here is an overview of some of the ways you can move your audience from Content Consumers to Super-Users:…
-
Community Journey Playbook
Purpose of This Playbook This playbook connects the dots between community and the entire customer lifecycle, from first impressions to lasting advocacy. To make that vision actionable, this resource provides a stage-based framework that organizations can adapt to their unique pace, resources, and priorities. Guide…
-
📋 Community-driven Customer Journey Framework
1. ENGAGE Goal: Meet customers where they are, connect them to value early. Strategies: Host welcome/orientation events. Build onboarding pathways via community content (FAQs, intro groups). Personalize intros or connection prompts (e.g., tag similar users). Milestones: % of new customers joining the community. Time to…
-
📋 Customer Journey Question Bank
🧠 1. Foundational (Pulse) Survey – Annual/Biannual Goal Understand how community aligns to customer needs, perceptions, and product journey stages. Audience All active users – product + community Example Survey Structure: Intro: “Help us shape a better experience for you! This 5-minute survey helps us understand how the…
-
📋 Engagement Strategies for Member Stages
Posting in a community of any kind can be intimidating. Picture walking into a party, and in order to engage with someone, you have to grab the mic and say something. Most people are going to walk out or just float around the room without really talking to anyone. Not a great feeling. That same feeling can exist in your…
-
📋 Survey Strategy
Surveys are a fantastic way to create a bridge between the customer journey and the community experience. They help with: Collecting Voice-of-Customer data Validating assumptions Allowing for continuous iteration on community alignment Layering a strong survey strategy into your content series can provide invaluable…