Online Customer Communities - Best Practices

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This deck contains top 3 reasons Top Performers use Online Customer Communities, top 3 tactics Top Performers use to outperform peers with Online Customer Communities initiatives, most common challenge Top Performers face with Online Customer Communities, top 5 Performance Metrics Top Performers use to measure the success of Online Customer Community initiatives.

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Online Customer Communities - Best Practices

  1. 1. Online Customer CommunitiesBenchmark Report<br />Key Findings Deck<br />Publication Date: 12/2010<br />1<br />
  2. 2. Insights and Best Practices from Top Performers<br />Top 3 reasons Top Performers implement Online Customer Communities<br />Top 3 tactics Top Performers use to outperform peers with Online Customer Communities<br />Most common challenge Top Performers face with Online Customer Communities<br />Top 6 Performance Metrics Top Performers use to measure the success of Online Customer Community initiatives<br />2<br />What’s In This Deck?<br />
  3. 3. Increase customer loyalty<br />Drive customer advocacy<br />Generate customer insights to drive new product development<br />Reasons to Implement<br />3<br />*According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey<br />**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.<br />
  4. 4. Provide compelling content and user experiences<br />Provide vehicles and incentives for driving customer advocacy<br />Identify and proactively engage with key influencers<br />Value Drivers<br />4<br />*According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey.<br />**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.<br />
  5. 5. Growing the online community to a critical mass<br />Fostering and maintaining a high level of member activity<br />Tracking and measuring results<br />Challenges<br />5<br />*According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey.<br />
  6. 6. Community growth rate<br />Community activity, engagement, and participation rates<br />Customer advocacy scores<br />Customer satisfaction scores<br />Change in customer support costs<br />Search engine ranking<br />Performance Metrics<br />6<br />*According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey.<br />
  7. 7. Download the Full Benchmark Report for Free (with complete vendor landscape)<br />7<br />http://bit.ly/b5n4qH<br />
  8. 8. Gleansight: Customer Feedback Management<br />Gleansight: Social Media Monitoring<br />Deep Dive: Customer Feedback Management: Different Roles, Different Objectives<br />Deep Dive: Top Performers Look to Text Analytics to Listen to the Voice of the Customer<br />Related Research from Gleanster<br />8<br />

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