April 29, 2015
When organizations contemplate creating a new customer community, multiple factors must be taken into consideration. Defining the target audience, developing the community goals and objectives, and building an environment that aligns to the organization's business values are all essential for a successful Jive-x community implementation. But there are myths and misinformation about customer communities that we can definitely bust. We recently hosted a webinar on this topic with Jeanie Kedia, Director of Communities at Birst, who shared insights from her experience working with ThinkTank, Birst's Jive-X community.
Myth #1: A customer community requires everything be locked down. As it turns out, the case is just the opposite. An open and transparent community fosters innovation for organizations - whether it's product enhancements or knowledge sharing. Content and areas can be locked down as appropriate, but its best to keep as much open as possible.
Myth #2: Moderation - Customer Communities needs a lot of it. The reality is that too much moderation of a community actually hinders adoption and burdens both the community manager and the end users with added work for creating and curating content, which is the heart of a vital community.
Myth #3: Public Exposure to Negative Feedback Has Consequences. It's true negative feedback in an open environment can create pain points; but it also creates opportunities for organizations to resolve an issue quickly, as they use the community to acknowledge the feedback and implement, or speak directly to customers to explain a decision. Trust and transparency within your Jive-x community is key to a successful social business model.
For more myth-busting tips like these, click here to watch our webinar "The Three Myths and Secret Benefits to Customer Communities."