🧵 65: Try a bunch of stuff

“How can I manage and set engagement expectations/goals when our community members don’t use our service/product everyday therefore may not interact daily/weekly with a community space?” — Hannah Rafter

🧵 55: Fractions of fractions

“Do you think there is a minimum size of customers/users that you need to have to make a community successful?” — Yeori Hokken

Brought to you by Commsor.

🔓 9: Everyone wants a cool dashboard

All about community measurement - Part 2: Targeting specific stakeholders, designing effective reports, and telling compelling stories.

• Designing Reports:

  • 1-page PDF report

  • Erica’s weekly Chatter report

  • Remove The Legend To Become One

  • Resource: Community Metrics Template

  • Resource: Quarterly Update Template

  • Tableau Viz of the Day

• Telling Compelling Stories:

  • The Seven Basic Plots

  • Erica’s Blog: Story Time

• Sponsored by:

  • Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs

  • The Localist event platform aggregates, automates and analyzes all of your events, so you can grow your community

🔓 8: Just say No to Page Views

All about community measurement - Part 1: Building a framework to measure performance, defining KPIs and health metrics, and partnering internally to accelerate your efforts.

• Framework for measurement:

  • What are the business problems (Goals) you’re trying to solve?

    • “We need to reduce our support costs”

  • What is the approach (Strategy) you will take to meet those goals?

    • “We will build a self-service support community”

  • How will you measure (KPIs) the performance of your strategy?

    • “Dollar value of community-served support queries”

  • What data (Metrics) will you need to calculate your KPIs?

    • “# Visits, Survey Results, Cost Per Case, Community Cost”

• KPIs, health metrics, and program-specific measurement:

  • Resource: Community Metrics Template

  • Erica’s blog: It’s All About That Data

  • Mark Finnern’s blog: Best in Class Enterprise Community: Salesforce Trailblazers

  • Holly Firestone (Theme Song)

  • Jessica Chen

  • Lindsey Zibell

• Sponsored by:

  • Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs

🔓 3: Sell the why

Assessing if your company is ready for community, crafting a vision, and building your plan to gain alignment.

• Building a vision:

  • Marc Benioff

  • “Community is a numbers game.” - Joe Cothrel

• Building a plan:

  • Resource: V2MOM

  • Okrtemplates.com

  • Resource: OKR Planning Template

  • Resource: Plan on a Page Template

• Sponsored by:

  • Khoros Syndication allows you to amplify community content throughout search, purchase, and support in a simple, scalable way.