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Tanmay BhatiaCommunity Manager
Friday, March 8 2024

Acquiring and Retaining Customers: A Community-Driven Strategy

Why is community-led growth crucial and why is it necessary now?

Community-Led Growth offers three major benefits to your business: acquisition, retention, and valuable feedback. This growth strategy has a unique advantage in that the most significant benefits stem from the community-building activities themselves. While effort is required, the focus on growing the community will lead to long-term gains. Community-Led Growth not only improves acquisition and retention but also helps users find answers to their questions and reduces the volume of support tickets. As the community grows, so does the product knowledge base, not just from optimizing FAQs and help documents but also from advanced users supporting new members.

Using a community-led growth strategy:

  • Word-of-mouth advertising aids in building a following for your brand.
  • The community itself increases the visibility, authority, and recognition of your product.
  • A sense of belonging improves the rapport between participants and product teams.
  • Collaboration across the community lowers the volume of support tickets.
  • With the availability of resources and other support documents, the level of product expertise increases.
  • Direct community feedback has an impact on future product development.

Where should we begin with community-led growth as a strategy?

We'll go over some essential stages in this section to assist you in drafting your Community-Led Growth strategy.

1. Make a research plan and follow it.

The first step in building your online community is selecting a suitable platform to host it. But simply putting it out there won’t help you much. You must first be clear about who your audience is and how your community will assist them to accomplish their objectives.

An effective strategy is key. Plan ahead for your platform's postings by using research insights from your audience, rather than just making random posts.

You can use surveys, individual interviews, focus groups, or any other combination of quantitative and qualitative research methods to gather information.

2. Define team participation and ownership

You'll need a team of people committed to it if you want to create and grow an engaged community.

Depending on your team structure, define who should “own” the community on your side, who should they report to, who else should be involved, from whom you expect continuous involvement, and who might jump in occasionally.

3. Set clear goals for your community

You need to be clear about the objectives you want to achieve with your community and how you see it developing in the future.

On the other, you need to keep in mind your community members’ goals and the ways your community can help them achieve these goals.  

4. Facilitate user interactions and nurture relationships

Interaction within a community involves a mutual exchange between the team and its members.

However, it also incorporates member interactions such as interactions, talks, and discussions.

You can start by outlining a set of rules that each member must abide by in order to prevent any disputes or inconveniences. This might be anything from a brief code of conduct to a lengthy list of values. It will depend on your preferences. 

5. Measure your Community-Led success

Finding the appropriate growth measures and the extent to which your community-led methods affect the development of your product or company is a difficult task.

Specific key performance indicators (KPIs) and members’ activities you want to track, will depend on the goals you set and the system you build for measuring the success.

A thoughtful strategy for community-led growth

It's crucial to evaluate the effect of your community-led growth initiatives and make informed decisions based on data. This will assist you in determining what strategies are effective and which need improvement, allowing you to optimize your approach. An advanced community-led growth platform makes it simpler than ever before to actively engage with and expand your community in a manner that yields tangible results.

In conclusion, community-led growth is a powerful approach to acquiring and retaining customers. By empowering customers to become advocates for your brand, you can tap into a network of trusted relationships that drives acquisition and retention. To effectively leverage this approach, focus on creating an engaged and supportive community, being transparent and authentic, and measuring the impact of your efforts.

NbliK is motivated by the concept of community-led growth. This innovative approach encourages startups to concentrate on building a community, which can then be utilized to identify early adopters, gather feedback, announce updates, and cultivate a customer community. To know more about this approach get in touch with us by visiting to our community app NbliK.

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