A customer community is a space for your brand’s customers to interact with each other and your internal team.
Communities enhance the customer experience by making it easier for users to succeed while using your product. This, in turn, benefits your brand, which gets happier, more loyal customers.
What is the purpose of a customer community?
The exact goal of a customer community will depend on the business. Brands typically use them to build relationships with customers and offer support. They can also be powerful ways to increase retention and build advocacy.
Community-led growth is a go-to-market strategy driven by communities. The idea is that focusing on community-building efforts from launch is an effective way to add significant value to the product experience.
Customer success is when you proactively help customers use your product or service to reach their goals. By helping people get value from your product, you encourage them to stick with your business, thus increasing retention and reducing churn. You’ll also have a more satisfied customer base.