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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.
Citation preview
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Online Customer Communities
Benchmark Report
Key Findings DeckPublication Date: 12/2010
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೦ Insights and Best Practices from Top Performers– Top 3 reasons Top Performers implement Online Customer
Communities– Top 3 tactics Top Performers use to outperform peers with
Online Customer Communities– Most common challenge Top Performers face with Online
Customer Communities– Top 6 Performance Metrics Top Performers use to measure
the success of Online Customer Community initiatives
What’s In This Deck?
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೦ Increase customer loyalty
೦ Drive customer advocacy
೦ Generate customer insights to drive new product development
Reasons to Implement
*According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.
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೦ Provide compelling content and user experiences
೦ Provide vehicles and incentives for driving customer advocacy
೦ Identify and proactively engage with key influencers
Value Drivers
*According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey.**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.
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೦ Growing the online community to a critical mass
೦ Fostering and maintaining a high level of member activity
೦ Tracking and measuring results
Challenges
*According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey.
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೦ Community growth rate
೦ Community activity, engagement, and participation rates
೦ Customer advocacy scores
೦ Customer satisfaction scores
೦ Change in customer support costs
೦ Search engine ranking
Performance Metrics
*According to Top Performers, based on 289 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer Survey.
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Download the Full Benchmark Report for Free
(with complete vendor landscape)
http://bit.ly/b5n4qH
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೦ Gleansight: Customer Feedback Management೦ Gleansight: Social Media Monitoring೦ Deep Dive: Customer Feedback Management:
Different Roles, Different Objectives೦ Deep Dive: Top Performers Look to Text Analytics to
Listen to the Voice of the Customer
Related Research from Gleanster
