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9 days ago

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Learn how to drive engagement at scale with a thriving customer community

283 Topics
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Jessica.Quazza

started this topic

2024 State of Community Survey

Fostering a thriving customer community holds immense value in today's digital landscape. We are constantly talking to customers about the c...

Community Unplugged Content Available On-Demand!

ElleShutty

started this topic

CC data in CS: Reporting Use Cases

If you’re just now tuning in, please check out my FAQ post as well as my Getting Started post regarding the CC+CS integration.Now that you h...

283 Topics

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esthertrapadouxShoshin

asked in Build Communities

Remove empty anchor elements in markup

How do I remove these empty anchor elements from the markup? We have two hidden, irrelevant links on every, single community page/post in the righthand column "Related topics" section. It's showing up in SEO reports/Site Health.

1 year ago

KatyaRegistered User

asked in Build Communities

Any experience with Customer Advisory Board on InSided?

Hello community,I would like to know if your companies have an established Customer Advisory Board (CAB). If you do, I'm curious to learn about your process. Specifically, do you run your CAB on InSided? Do you have a separate group dedicated to the CAB?I would greatly appreciate hearing about your experiences and any insights you can provide.Thank you in advance for sharing your knowledge!

1 year ago

JulianGainsight Employee: ACE

published in Build Communities

Webinar recording: Building an awesome Superuser programWebinar

Well, I must say, it's been a blast! We hope that you enjoyed our webinar just as much as we did. Thanks again for @Ditte for joining us and sharing all the knowledge and fun stories that we have experienced together over the past years!We spoke about typical characteristics of Superusers, how to recruit them, but also challenges and learnings which we hope will help you on your way to your own Superuser program.Here you can find the recording: Want to learn more?Here a number of interesting articles and other ressources which can help you while working on your own Superuser strategy: Attached to this post, you can also find a Superuser Whitepaper, as well as the presentation from the webinar.

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1 year ago

m4rcTeam Captain

asked in Build Communities

Anyone else seeing reports of issues with email notifications?

Hi everyoneJust wondering if anyone else’s community is reporting any issues with email notifications?We've been informed by some of our superusers that they've stopped receiving emails notifications to new replies in topics they're following/favourited.It appears as though this is a recent development. Could it be linked to the small release to fix the order of replies in the favourites page? I believe this happened at the end of last week.(They've checked that their notification settings are correct.)

1 year ago

revathimenonGainsight Community Manager

posted in Build Communities

How do you stay updated on latest trends/best practices in community growth and managed

I know there are a mix of folks here who have had decade years of experience managing a community & others who are probably just few years into it (I’m on the latter side, hence this post 😁).I have this question hovering in my mind, if any one could help me with their experience on this.How you all stay updated on the latest trends and best practices in community growth and management? What are these sources of information? I’d love to also know if there is perhaps something that is not directly in the Community Management/Growth area, but something you’ve found especially helpful or inspirational to support your approach towards community? Hoping to hear & learn from you all!

1 year ago

Casstastr0pheeVeteran Rookie

posted in Build Communities

How Does Your Community Define Active User?

Hi Community friends! I was digging around some articles/posts in the InSided community to look for ideas on how other communities are defining “Active Users”. Curious to know how others are defining this, as there doesn’t seem to be a set definition within the industry. I know Julian shared some of his thoughts in the post below, but wanted to see is others are calculating by “any time a member posts a topic” or as “any time a member replies in a conversation or posts a topic”, etc. Looking forward to hearing how others calculate this, as I’m currently trying to determine the best way to measure Daily Active Users/Monthly Active Users, but unsure what the best definition of “Active” is in this case.

1 year ago

JulianGainsight Employee: ACE

published in Build Communities

Four essential community health indicators for your communityGuide

With the concept of community health we determine a set of metrics that focus on essential engagement dynamics. They help us to keep a finger on the pulse of our communities and allow us to easily dial-in corrective actions. This is also why we usually touch on those in our regular business reviews with our customers.In this article we will share four of our favorite essential health indicators that we believe every community manager should be keeping track of when running a B2C community. Findability Online communities are powerful because user-generated content is easily findable through search engines. By looking at the percentage of traffic that is coming via organic search (mostly Google) we get a sense of how the community is maturing in terms of findability through search engines. Calculation Source Benchmark What to focus on if off-track % of traffic coming from organic search Google Analytics (Acquisition > Overview) +/- 80% for mature communities SEO o

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1 year ago

Alistair FIeldMVP

posted in Build Communities

Do you have a specific format for conversational topics 🗣️ ?

We have been discussing formats for opening posts within the Community Team here at Gainsight.We are trying to converge on a model for posting that encourages successful posting from extended internal teams and thus increase engagement.Is it a direct question type post? - Maybe limiting the scope of responses is it too open ended? - sometimes a little bit of boundaries will help an idea come to mind for a reader, and make someone feel that their reply is "right" or useful. What length of post works best? Short vs long - long posts on community tend to be seen a resource based post almost Blog like. A short post gives space for conversations to lengthen and continue the discussion.So opening up here for discussion...Do you have a specific format/formula for conversational topics 🗣️ ?➕ Bonus points if you have examples 😁

1 year ago

KatyaRegistered User

asked in Build Communities

Are you running an Advocacy Program within the community?

Hi Community, I’m keen to hear your best practices on running an Advocacy Program within the customer community. Are you using private or hidden groups for it? Or are you using a separate platform for it? If you have your advocates/champions in one separate group how do you differentiate the content that you have in the community vs the content you post in this group? Do you have an incentive program for your advocates? Which one? How do you track the acts of advocacy? Your experience and insights are greatly appreciated! Thanks,Katya

1 year ago

JulianGainsight Employee: ACE

published in Build Communities

Improve your content strategy by getting to know your users better

Whenever you are working with a content strategy, it should also be relevant to your users. Otherwise, why should you want to invest so much time in creating content, if no one really finds it valuable?But how do you know if your users are excited about your content? Especially if your community is new, this can be a challenge. This article will give you some tips that will help you generate focus and direction when creating content. What’s the goal of your community?To get a base direction of the content that you want to create, you should think about the goals of your community. It will not just tell you what (not) to include in your content strategy, but also it could become important in a later step: Maybe you find that what you want to achieve in the community is something different than what (some) of your users want to achieve. See what sticksBy recording the performance (views, likes, helpfulness votes, comments) of your content, you will see what your users find interesting. I

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1 year ago

revoteACE

posted in Build Communities

AI will kill support communities?

AI is here. You can ask questions and get pretty good answers.What do you think following:AI will kill (p2p) support communities. Because why to ask and wait help because AI will help you immediatelly.Maybe future communities are focused on experiences, opinions, ideations and (beta) testing and so on. Questions with only one answer will be asked from AI.

1 year ago

JulianGainsight Employee: ACE

published in Build Communities

Experiences creating (and actually executing) content strategies

Hi,I wanted to share my personal learnings working with content strategies for years. Super curious to know if anyone else has some good tips and tricks to share in this direction?In my experience, it can be very hard to execute a content strategy over a longer period of time. It is easy to drop the ball if there is no immediate pressure or negative consequence if you are not posting something. Especially if you are busy with other projects, working on new content easily can fall under the table.To counter that, I attempt to focus on shorter pieces of content. This increases the likelihood of content being finalized, but also feels much less of a hurdle to actually get started!How do you feel about this? Do you sometimes run behind on your content schedule, and feel like you’ve put too much on your plate?

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1 year ago

revathimenonGainsight Community Manager

posted in Build Communities

revathimenonGainsight Community Manager

published in Build Communities

Nurturing groups - Good to great

Hello everyone,I’ve been furiously building groups in our GameChanger community over the past few months.While we continue to nurture them, I thought I’d share some key aspects that stood out to me.Hoping to open a discussion on this & learn your best tactics from your experiences with groups as well.Ownership: It’s vital to have subject experts really take the reins when it comes to interest groups. We have who we like to call - Group Champions from within the organization, leading these groups as it falls easily within their expertise. Side note - This honestly also means it becomes more fun for me as a CM, we get a double brain-storming time 😄 Discoverability: As CMs, we are bound to know the community page like the back of our hands. Where I’m going with this, is how key it is to use that knowledge & place plug-ins of these groups across primary category posts, as & when opportunities arise. This helps increase discoverability organically. Another important quest

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1 year ago

Miguel V.Shoshin

posted in Build Communities

The Fórum NOS community reaches 100,000 registered users

The Fórum NOS by Insided reaches the mythical mark of 100,000 members! 🎯 💯We have been making history for 6 years... today that history is written by more than 100,000 users.Today we celebrate with you the milestone that we achieved together. A milestone that makes us especially proud!There are 100,000 reasons to be closerThere are 100,000 causes to leave the best experienceThere are 100,000 reasons to do better The community Fórum NOSThe Fórum NOS is available to any user who can consult information, participate by exposing opinions and knowledge, share doubts or general questions about NOS products and services and help the community.We also provide a harmonious place for conversation that facilitates interaction and help between the community on the most varied topics of the NOS and telecommunications universe.Get to know our community better. We thank the entire InSided team for their support and dedication. 😊We count on you to grow even more. Together we will grow the Communit

1 year ago

revathimenonGainsight Community Manager

posted in Build Communities

What are some new community books you would recommend?

Hello all,👋🏽Today I was spending some time diving into the archives of InSpiring conversations on here & I noticed this earlier post championed by @aluciani that had some really great suggestions of community books.I’m eyeing these 2 books that @Nicole Saunders suggested earlier:Dare To Lead - Brene Brown Rich Millington’s - Indispensable CommunityAnother one of my list is:Fierce Loyalty: Unlocking the DNA of Wildly Successful Communities suggested by @aluciani Does anyone have any more suggestions to add to this?Something you’ve been reading or read very recently.I’m also keen to hear from anyone who is aware of books that cater specifically to someone who is launching a new community? Would love to hear from you all. 🚨 P.S - In case you’re wondering which earlier post I am talking about...

1 year ago

Alistair FIeldMVP

published in Build Communities

inSided Community Success Cohort Program 🚀

inSided Community Success Cohort Program We are pleased to announce the inSided Community Success Program. The mission of the program is to bring together like minded inSided customers and create a cohort to share experience, challenges and successes, to help each other achieve positive business outcomes. Below you will find a few details about the program. ScheduleMonthly inSided driven sessions to advance you on your Community Journey. Session 1 - Community Use Cases and Goal Setting In this first session, the inSided team will introduce the most common community use cases and share the factors that are most important to take into account as you plan your community program. We will then have an introduction for all cohort members to share where they have come from and where they want to go with their programs. You will get inspiration from other members, and also be able to ask questions, assist and advise each other. Session 2 - Analytics, Reporting and Community He

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1 year ago

revoteACE

asked in Build Communities

Easy Article Engagement Tracking

Hey there, Looking for some guidance with tracking the impact of content in Community. For example, right now if you create an article you can see how many views it has had and how many comments individually, but I am not seeing an easy way to keep track of this info and/or export it to have it available to compare or A/B test. I’ve been manually tracking in a spreadsheet, but curious if others have ideas, or if this is a feature request.Thanks!Chloe

1 year ago

Alistair FIeldMVP

posted in Build Communities

Community Roundtable's annual State of Community Management

Now in its 14th year, The Community Roundtable's annual State of Community Management report provides strategic ideas and tactical benchmarks for global community management professionals.The State of Community Management research explores the state of the community management industry through the lens of the eight competencies in the Community Maturity Model™, each critical to the success of an online community. They include strategy, leadership, culture, community management, content and programs, tools, policies and governance, and metrics and measurement.Each section includes data, ideas, and expert practitioner perspectives to give you new insight into the community management industry. By contributing to the industry’s longest-running and most comprehensive research project, you ensure that every community voice is heard. You can learn more about the State of Community Management research and download the 2022 report; here.For your time and effort, you'll receive:Rewards - A $10

1 year ago

Alistair FIeldMVP

posted in Build Communities

Who should own community???? 💭

A very common question when deciding on embracing community is;Who should own it?This question came to @anirbandutta and I during our recent session at Gainsight Pulse Europe (Shameless plug alert: Audio and Slides can be found here)Over the years I have seen all permutations and locations. I can say for us here at Gainsight, the Community Team rolls up into our Chief Customer Officer via the Customer Success Team.For sure, no matter where your community falls. You need to make sure you prove value to the executive sponsor and person who pays the bills 💰. Only then can you grown and make even more impact company wide. Running a community is a cross team effort, but we wanted to open up the subject to get your thoughts and input. So, in which team do you currently report into? Marketing Customer Success Product Support Otheror which team do you think you should report into?

1 year ago

KgastaldoChampion

asked in Build Communities

How to share unanswered questions in a particular forum?

This feels like a super simple request, but it’s not. There’s no real way to do this right?I need to go and sort on the backend by number of replies and then add a public tag. Then I can click on that tag and send the list over. I have an idea out there to add bulk tags, which would help here. And I think there’s an idea to add the option of sorting by LEAST replies from the front end drop down.But is there an easier way to do this, that I’m not seeing? Anyone have a work around besides manually adding a tag to each question not responded to?

1 year ago

jessicadanielsShoshin

asked in Build Communities

Community Roundtable Best Practices

Hi all! As our community adoption continues to grow, I am looking to build out a stronger engagement strategy to keep our community members coming back more frequently. Our community is made up primarily of HR and People leaders (benefits, finance, talent, etc.) and we have had a lot of interest lately in the possibility of hosting Community Roundtables for folks to connect further.We currently have AMA events every month that are community drop in style rather than a webinar style, but we would like to add community roundtable events to our list of engagements so our clients connect via Zoom rather than only through posts. We also hope this leads to our clients meeting up outside of the Community in real life, too!Do any of you currently host roundtable events within your communities? If so, what are some best practices and strategies that you have in place or learned when hosting these? Appreciate any and all input on this :)

1 year ago

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