Insight, innovation, advocacy

Communities are about engaging with your customers or stakeholders. They’re also about the tangible benefits you see in your business.

Our clients work with communities for three main reasons:

1. Insight – to gain real depth of insight into their customers and their markets. Understand customer behaviours and needs. Explore habits and trends. Investigate opinions and reactions. We report on insight organic from the community discussions and also from specific activities. We show what really matters to your business; you’ll be surprised by what you find out.

2. Innovation – collaborate with your customers and get them to help you decide what’s new. Online communities offer a real opportunity to explore what customers think and to bring them and their ideas inside your business. We use a series of bespoke innovation and cocreation exercises in the communities to elicit ideas, evaluate innovations and suggest appropriate ways forward for your brand. Many of the best brains don’t work in your business; we put them to work for you in the community.

3. Advocacy – building advocates is critical. They’re the most valuable customers you have. Our communities help to grow and nurture advocates. Giving them the tools to talk about your brand and amplify word of mouth. Engaging them in a two-way conversation to make them feel that they’re part of the brand and can really contribute to it.

Online communities achieve these three things and we manage them specifically to grow all areas. Individual brands have individual needs. In addition to the organic insight, innovation and advocacy, we work with you during the strategy stage to understand you current and future objectives and how the community feeds into them.