In Before The Lock is a podcast from Erica Kuhl and Brian Oblinger about community, customer experience, and leadership at scale. Listen and subscribe on Apple Podcasts, Spotify, Overcast, Pocket Casts, and everywhere that podcasts are found.
🔓 105: Measurin’ vibes
Erica and Brian push back hard on the idea that measuring community ROI isn’t important (we can’t believe we had to talk about this or are typing this right now, but here we are).
Measurement resources:
🧵 92: Early indicators
“What do you do if you don’t have access to relevant data to be able to measure the impact your community efforts are having on the business?” — Alex Angel
🧵 70: Behaviors and indicators
“How can you gauge the 'health' of a community? What indicators or behaviors do you look for?” – Jessica Erhart
🔓 9: Everyone wants a cool dashboard
All about community measurement - Part 2: Targeting specific stakeholders, designing effective reports, and telling compelling stories.
Designing Reports:
Telling Compelling Stories:
Erica’s Blog: Story Time
🔓 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:
Sponsored by:
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