Socious provides online community software and services to companies and associations to increase revenue, improve customer retention, and create more market-driven profitable products. Learn more about Socious online community software.
A bulk of my personal experience as a full-time online community manager was spent developing sizable communities of practice. It offered a great vantage point, because the years of quantitative and qualitative data available allowed me to uncover patterns of audience behaviors and interests, as well as corresponding community development processes, over time.
In last week’s blog article, we covered four quick tips to convert new online community members into regular visitors and contributors.
Customer experience. It’s the new buzzword on the tip of everyone’s tongue—and not without good reason. The Customers 2020 Report claims that by the year 2020, experience will expand its lead over price and product as the key brand differentiator. However, “creating a better customer experience” is a lofty goal that can be difficult to define.
On average, only 10% of new members will participate within their first month of joining an online community. Additionally, the likelihood a new member will engage in the community, or even visit it, drops significantly over time.
By now, you know how importantcustomer retention can be to the future of your business. You know that acquiring new customers costs five times as much as retaining the customers you currently have. You’ve probably seen research suggesting that improving your customer churn by just 5% can produce a profit increase anywhere from 25-125%. Do you also know that 80% of your future revenue is likely to come from just 20% of your current customers?
When people think about online community managers, they often envision a social media ninja who can manage their world with a laptop and a smartphone.
Socious recently launched a new professional services group to help businesses and nonprofit membership organizations increase engagement and the return on investment of their online communities.
We wish all of our ideas were original. The truth is they are not, nor do they have to be. A big source of great business strategies comes from analyzing what other companies have already done. This is especially true when you implement emerging technologies, like online customer communities and other social crm platforms.
If you’re involved in community management, you’ve likely heard of the 90-9-1 principle. The numbers represent speculated percentages of engagement in online communities—with 90% of participants only viewing content, 9% responding to content, and 1% actively participating in the creation of new content.
Hiring an online community manager is one of the most difficult positions for organizations to fill. Since community-based customer relationship strategies are new to many companies, there is often no template for an effective community manager’s skills, experience, and personality traits.
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