Customer Community

A customer community is a group of customers who have agreed to provide feedback and input on an ongoing basis. They may participate in surveys and focus groups, or co-design products and services with your organisation.

By maintaining an active and engaged customer community, organisations can obtain valuable insights into the ever-changing needs and expectations of their customers.

We can tailor a community to your organisation's needs and budget.

Frequently asked questions about customer communities

How big does a customer community need to be?

When it comes to building customer communities there is no one-size-fits-all answer. However, bigger does not necessarily mean better.

The number of customers an organisation needs to include in a community will depend on a variety of factors, including the size and complexity of the project, the level of customer engagement the organisation is aiming for, and the resources available.

We recommended starting with a small customer community, and then increasing it in size as you demonstrate the benefits, and as there is demands from across the organisation to tap into the community for insight and ideas.

How do I keep my customer community interested and engaged?

Once you have established a customer community, it is important to keep your community engaged to ensure ongoing, informative feedback.

Make sure there is always fresh content and opportunities being posted, such as blog posts, polls, and discussions. You may also offer rewards or discounts for participation.

The most important factor for ongoing engagement in your community is for the members to see the organisation actually use their feedback and input to co-design new products or features, or make improvements to services, products, and experiences.

Consider carefully how you close-the-loop with your customer community, and plan frequent messages and updates.