When growing a community, there are some lessons you can only learn along the way.
And you certainly can’t predict how the community will feel, either to you or to the members. NOS shared what they discovered on their path to 100,000 members.
What have you learned or discovered about the community world that you love?
- Firstly, although Fórum NOS is aimed at a single community, each element attached to it is unique, and should be treated as such. You may be an experienced user with great activity or a recent member with few interactions.
There is a close relationship that must be created and maintained so that each user feels the message, information, and resolution directed at them serves them equally.
- Second is the community's recognition, esteem or even simple satisfaction that comes from a resolution. It is highly gratifying and encourages our daily work, knowing that it feels rewarding and is of added value.
The famous expression in Latin of “Unus pro omnibus, omnes pro uno” is representative of the functioning of the community, which is governed by companionship, involvement, a spirit of mutual help and trust.
- Furthermore, what continues to be more evident and at the same time surprising is the scope and proportions that information or help can take.
Helping 1 can help 1000 users, sharing 1 piece of information or experience can be the information that 1000 users need. This is the great return that the community creates and provides.
- Subsequently, it promotes self-service, reducing the need for assisted support and resolution by the community. We often say that our community is the best expert.
Along the way, what was your biggest challenge that you overcame
on your community journey so far?
I would say that there were several challenges - some we have overcome and others we are in the process of overcoming.
However, the one that is probably most stimulating and challenging is creating and maintaining engagement with the community.
I usually associate the Fórum NOS community with “Michelin stars”. It is not easy to create engagement, but once created, there is a complex and continuous work to maintain it with the community and the main users.
We have the principle to cultivate the participation and involvement of the community, but after that we need to promote and transform clients into promoters. This can help us become a platform for more customers/users and to share and exchange good practices.
Another great challenge, already ingrained, but in constant improvement for us, was to humanize the community and promote personal relationships, which through a digital medium and without personal contact can be considered as an obstacle.
NOS’s community has also been exploring InSided’s features heavily, while continuing to plan the future for their community hand-in-hand.
Don’t miss out on the final part of this chat - releasing soon! 🎊
