It can be difficult to build engagement in your online community The most commonly asked question that we hear is how can a company build engagement in their online communities? We see it time and again, a company decides to get a community, and they see high levels of excitement within the management, people are signing up daily to join the community and then a few months pass by and the engagement stagnates or worse begins...

Many companies spend a lot of time focusing on that one all-important number from their customer satisfaction research: average overall customer satisfaction.  Bonuses or other incentives might be tied to that figure. However, an increase in customer satisfaction is not always a positive for the organization. Satisfaction can go up because your dissatisfied customers are leaving. A major wrench in the customer satisfaction paradigm is that it is very difficult to increase both customer satisfaction and market...

The following highlights some of the key benefits of using online communities. #1. Results can be gathered quickly. Ad hoc research projects can have a lengthy timeframe from project kick-off to delivery of the final report, and projects may take several months. With online communities (depending on the size and level of member engagement), a research question can be answered in days rather than weeks or months. #2. Results cost less. Online communities allow costs...