Best Practices for Re-engagement campaigns

​@Sanne van Opstal-Brakel - It’s a great question! We’re less than a year into our shift to Gainsight, and we’re looking to explore this as well. I have nothing to offer you, but I’d love to hear what others recommend OR highly avoid (which can often be more helpful)! 😀

Hi ​@JeniA so great to see you here as well! How's your community going? 

Hot take and Ill be honest after working in the industry for 10 years. I dont recommend it. You can put the effort into a lot of other things to see a better return.

Example: If you engage your top contributors more, your community will start to see more answers and replies. The lurkers, single contributors, people with a real question start to see and get answers from your platform. They now have a better reason to post more as they are more likely to get an answer and reply. 

Most people dont want to post or put what they think online. Most of your individuals will lurk and see. If you have the people willing and able to post great content for your platform, Ive always seen a better return engaging with them over trying to get someone to post for the first time.

Example: Engage with your internal CSM and Support orgs. Help spread the knowledge that community exists and that its a safe place to discuss anything around your orgs offerings. It blows my mind how many people dont know about community at organizations. If you can get more eyes on the platform, the higher chance someone willing to post will enter. 

In my experience, if you try and send emails to reengage with people its just going to give them another reason to unsubscribe to notifications than it is going to push them to post for the first time.

Happy to learn more from others in the space on their thoughts and opinions on this one.

You can use automatic email campaigns to target users who haven’t logged in in 7,30 and 90 days,  but you have to pair this with new content or offers to get high conversion rates.  A dynamic content widget for automatic email campaigns would really help for this.  It’s one of the ideas already posted.

Hehehe...I pop in when I can, ​@Sanne van Opstal-Brakel! 🤣 It’s going really well - but only because of some mindful, strategic changes we made when shifting platforms. A few (in case they’re helpful) are:  

• We reimagined the entirety of our community. New look, feel, flow - all refreshed. 
• We brought our Advocacy program into the community is a very intentional way. 
• We completely redesigned our Advocacy program - new registration, new focus, no rewards. 

These were the most important aspects of our launch, and they’re proving to be worth the work! I hope the prep for your move is going smoothly. Best of luck!!!

We’re also in the process of launching a re-engagement campaign, so I’m interested in this topic. I’m definitely conscious of what ​@mitchell.gordon mentioned, so it’s an experiment for sure. Since w are already incentivizing the top-engaged contributors, we figure we might as well try reaching out to the lower end and see what happens!

We will be using Journey Orchestrator and sending emails via CS. We’re targeting one 4-email series toward people who have not logged in for 90+ days. They stop receiving emails if they log in, or if the series completes without a login. 

We have another 4-email series for people who have logged in within 90 days, but who have not left a comment, created a topic, or given a like. We know ongoing engagement becomes much easier after people take a first action, so we’re trying to facilitate that. Again, they stop receiving emails if they take an action, or if the series completes with no action. 

Interested in what others are doing or have done!

That is an interesting idea ​@atwhite . We only use CC but I think I can do something similar with the email campaigns. As I am still a while out of the 90 days no login (we are launching officially next week), and I curious to hear your (first) results (when you have them).