Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Each year, we check in with some of the top community managers in the industry and ask them about emerging trends, and business value to their company. Thanks to all the professionals that participated. Lets start with an overview:
10-15 2%
15-25 20%
Time to resolution
Support cost
Peer-to-Peer engagement
Topics answered
Leads generated
Contact deflection
Proving ROI and engagement is critical. Heres a few of the metrics being used to measure community success.
Inbound search
The blurring of social media and community will continue. While social media is widely accepted as part of the marketing mix, the approach on social media will be to create a more integrated community feel, rather than simply use the channel to push product.
Lisa Barnett
Online Community Manager
eModeration
Photo: Karen_roe, Flickr
are "only" a billion people on FB- still another 6 billion who have yet to join. As more and more people begin to connect to the multitude of platforms, how will companies/consultants cut through the clutter to have their message heard? Biggest challenge but also biggest opportunity: more people to engage with! Ephraim Gopin Community Manager fring
We'll also focus on creating active users; making the most of the community. How to engage people, how to make the community their preferred resource, etc.
We have just moved our community from a private community to a semi-public site. I am excited about this change as this should help us reach more of our customers, improve marketing SEO, and allow us to plugin the widgets into our products. We also gain the Twitter feed which is cool. Lee Roquet Bitcentral
program, that will provide our customers with additional training, hardware to test, one on ones with product management, and may play an integral role in a product certication process and customer advisory board. Kristen Gastaldo Community Manager Blackbaud, Inc.
What benets has your company seen as result of your community management efforts?
Staying Engaged
We have been able to engage at
least one user from 75% of the organizations using our product. We're focused on integrating the community into our implementation process, so it's a resource from the beginning.
Customer engagement - Community provides Q&A, troubleshooting and customer service via social media. Users get answers to questions quickly - keeps them informed, engaged and, most of the time, happy (unless they don't like the answer. Community provides Leads, leads and more leads (thank you LinkedIn!). Ephraim Gopin Community Manager fring
Since I've been working in the GS community earlier this year, we've been able to improve our response time to community topics. Now customers typically get a response from an employee or Champ within an hour (during the business week), which ultimately leads to happier community members, and that's something I'm really proud of! Caty Kobe Community Manager Get Satisfaction
Double Dare Ya
Our community size of active SyncApps subscribers doubled in 2012 to over 525 with some of the best software enhancement ideas coming from our Salesforce.com SyncApps users.
Clint Wilson Cazoomi
- Via Get Satisfaction Community
The community provides something no other product at Blackbaud has - access to every level of our team. Even our VP keeps up with the community. Most customers don't experience that. Overall, our customers and entire team see the value! Kristen Gastaldo Community Manager Blackbaud, Inc.
One of my favorite things we've done in the last year to engage our community is showing them off. We do this three different ways:
1. "Loyalty in Action" tweets using their twitter handles and links to their sites. 2. Showcasing amazing loyalty program designs on our Pinterest account. 3. Spotlighting creative implementations of Sweet Tooth on our blog. Our community has been super responsive to this because who doesn't like to show off their hard work and success? Sherrie Rohde User Experience Manager Sweet Tooth
Responsive Savings
We use our community to improve the customer experience and reduce operating costs. Both Badgeville and Get Satisfaction have helped us achieve significant savings with 72% Peer-to-Peer Response Rate.
Nathan Roth, Community Strategist Koodo Mobile
getsatisfaction.com