How can you convince leadership within your brand to launch an Online Community initiative? More importantly, what should you have immediately at the ready when they object to your big idea for transforming the brand's digital customer experience?
Community Members do spend more than non-Community Members! Although it can sometimes be arduous to prove this particular Value Story, the excitement it can ultimately generate within a brand's senior leadership team makes it worth the effort.
Calculating just how many contacts to your Support Center have been deflected by Community is easy! There is a standardized formula, and you can apply the formula via a basic survey and a few simple Community metrics.
With insights and feedback uncovered during interviews with Community Managers and Developers over December, January and February, we're making improvements in key areas we identified.
