Hosted by UserVoice
Thanks to John Riley for the note-taking!
John Riley (edit to add yourself!)
Goals for metricsEdit
User registration, community interaction, call deflection, retaining customers.
How do we aquire new customers?Edit
3 week outreach campaign. Target user groups...topic related communities.
Encouraging community ambassadors through ambassador programs.
How do we measure customer retention and customer growth?Edit
Simply ask on your webiste: how did you hear about us?
How do we retain our customers?Edit
Tools: Zendesk, UserVoice, Sprout
Produce great content.
Office photos (especially pets) generate lots of views.
Is negative engagement a bad thing? If it's a real discussion (not a Chapstick fiasco), maybe not.
How do we measure customer retention/engagement?Edit
Customer satisfaction survey.
Number of replies and retweets divided by the number of followers.
Patterns of retweets.
Does anybody use CRM? Not really.