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What's the average and market leading increase in customer satisfaction from introducing community?

 
2 Replies 2
Lithium Alumni (Retired)

Thanks for your question. The increases in customer satisfaction are directly tied to the usecase of the community and are often measured by a number of means. So for example - in a community (much like National Instruments) that is focused on ideation and developing new features with customers, the increase in satisfaction is actually measured in loyalty. They have measured a direct correlation of use of community to higher levels of new purchase and repeat purchase of their products.

 

For a marketing enthusiast community, like Sephora, they have seen a direct correlation to increased purchase. For regular community users they report a 2.5x increase in purchases over a regular customer, and for their superfans, their most active customers this goes to a 10x increase in spend.

 

We have a lot of stories in our customer cases area as well as in the Lithys area of the community, which are stories submitted directly by customers.

 

Hope that helps

Paul Gilliham
Lithosphere CM / Director, Digital/Community Strategy

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