What is Online Community?
An online community is a technology platform and a group of people working together for a common purpose. The concept of online community is great to enhance a business customer base as it can include novices and experts, new prospects or long term customers.
Online Community is also the perfect place for people to share knowledge and perspectives with each other as well as the business or brand.
How are Businesses and Brands using Online Community?
• Brands are creating buzz for product launches via online community.
• Businesses and brands are integrating online community with CRM systems so that questions are put through to direct support channels.
• Companies are using online community blogs and social media for product experts and executives to help share the latest knowledge with customers.
• Businesses that actually care are taking customer insights and opinions from the online community and use these insights to help direct support, product development, marketing, and communication.
• Brands are embedding community content throughout their website, blogs and social media to make their sites more interactive and customer focused.
• Companies are using focus groups online to test new products or services and get feedback on their ideas.
• Businesses are harnessing the Web 2 generations and capitalizing on brand brand loyalty initiatives by providing a place where like minded people can gather and talk about common topics of interest.
How does Online Community help Business?
• Online Community lowers costs as in many cases it becomes possible to resolve customer questions in the community space.
• Online Community enhances customer loyalty and engagement. Customers involved in online community are more likely to remain as customers as well as recommend the business or brand to their friends.
• Online Community provides the business or brand with an ideal medium for customers or brand loyalists to share their sentiment and customer satisfaction. This becomes an opportunity to harness the positive sentiment and convert these loyalists to brand ambassadors.
• Online community tends to encourage sales positively as community members tend to buy more as well as more frequently than non-community members.
• Online Community is an ideal medium to distribute an awareness strategy as well as for the issuing of brand marketing announcements.
• Companies today are choosing the concept of online community as it provides continued insight into the mind of the average customer and what they are experiencing, therefore showing what they are doing wrong and right to attract business.
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