The information in this tipsheet was shared in a breakout session during Khoros Engage, held September 9 - 11, 2019 in Austin, Texas.
- Aslan Noghre-Kar — Director Customer Community, Change Healthcare
- Mark Obee — Group Manager Social & Community, Intuit
- Miles Hipkin — Senior Product Owner, BT & EE Community and Social
Whether you’re new to the idea of a branded community or currently operating one, understanding how to measure your community’s success is crucial. When you know what your community’s purpose is and you have measurable objectives to help you reach your goals, you can ensure your community’s success. A community is really about people, and communities are built to serve them.
In this tipsheet you’ll learn important ways that your brand can measure the impact of your community, including:
- Why you need to continue to note tactical measurements: When your community is new, you pay attention to tactical measurements like whether or not people are joining and updating their profiles. But, as your community matures and you move into strategy, don’t forget those early measurements. No matter how long your community has been around, or how robust it is, you still want to make sure all the basic activity is taking place — you’re seeing new subscribers and your members are updating their profiles.
- Why you should keep KPIs and business outcomes separate (at least at first): When you’re starting your community, keep customer KPIs separate from business outcomes. That way, you can ensure that your focus remains on both tasks and you don’t lose either perspective. The two will eventually merge, as one of the ultimate goals of a community is to enable customers to solve problems on their own, which is of course beneficial to the business.
Learn other important tips when you download the Measure the Impact of Your Community tipsheet.