Online Customer Communities Best Practices Benchmark Report

Learn how Top Performers use online customer communities:

• To increase customer loyalty
• To drive customer advocacy
• To generate customer insight

Early on, media companies envisioned the business potential of harnessing this drive among Internet users to seek out and “gather” with others who share an interest, problem or lifestyle. Groups formed around brands, products and usage experiences, as consumers shared their excitement and sought out tips to solve their frustrations with the goods and services they'd purchased. Consumers today don't want to interact just with other consumers; they expect to interact and communicate directly with the brands and companies themselves.

What's inside?

• Top 3 reasons Top Performers use Online Customer Communities
• Top 3 tactics Top Performers use to outperform peers with Online Customer Communities initiatives
• Most common challenge Top Performers face with Online Customer Communities
• Top 5 Performance Metrics Top Performers use to measure the success of Online Customer Community initiatives

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