Challenging our perceptions about customer communities

Jessica Malnik, JM Content Group

Having a vibrant customer community is a win-win for all involved. Customers are happier, feel supported, stick around longer, and buy more from you. This leads to increased customer loyalty, higher customer retention rates, and more revenue. This all sounds great, but too many customer support professionals still associate customer communities with boring Q&A support forums that maybe one or two or junior support agents are responsible for. The reality is that communities thrive when everyone in your support team feels empowered. Not to mention, when you think a customer community is just a Q&A forum, you are seriously limiting the potential impact.

In this talk, I’ll walk you examples of some best-in-class customer communities, strategies for how you can get the team engaged without negatively impacting the queue or other daily responsibilities as well as messaging tactics you can use to increase customer loyalty and get your customers helping one another. 

Three Key Takeaways  – 

• See several best-in-class examples of customer communities 
• Get actionable strategies and tactics for how you can build a thriving customer community without having to hire a “community person or team.” 
• Get access to messaging templates and scripts that your team can use.