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Ecommerce brands know there’s a lot of untapped value in customer loyalty. As typical methods of acquisition and sales become more expensive and bring lower ROIs, more companies are exploring ways to foster ongoing relationships with satisfied customers who bring repeat business and spread word-of-mouth recommendations.
A sign of success for businesses is a strong customer community. These groups are huge assets to cultivating better communications with customers and understanding what they want out of a brand. Read on for a deep dive into what customer communities do and how brands can start building their own.
What is a Customer Community?
A customer community is a place, physical or digital, where a brand’s shoppers, fans, and partners can meet to discuss products, services, or stories from their experiences with the company.
Within a customer community, people share product reviews, anecdotes of great (or sometimes not-so-great) customer service, ideas about new products or directions for the brand, and even potential partnership and sponsorship opportunities. The ways in which companies build these groups are open-ended, but ultimately the goal is to create a customer community that draws in more and more happy shoppers organically. An example is Harley-Davidson, which has been praised over the years for fostering strong communities through brand affinity and a shared passion for the motorcycle rider lifestyle.
4 Steps to Build a Customer Community
Every customer community started with a handful or even just a couple particularly satisfied shoppers that eventually grew as more and more people felt a connection to the brand and commonality with other brand enthusiasts. But how can a growing company get to that point even faster, and what actions can they take to eliminate roadblocks?
1. Give Them Something to Talk About
Communities and communication go hand-in-hand. The origins of a group usually start with fans of a brand coming together to discuss what they love so much. But you don’t have to wait on customers to start the conversation.
Take, for example, the clothing retailer Chubbies, known for its close-knit community of advocates and loyal fans. They saw early on that they had a growing community on social media. According to Tom Montgomery, Co-Founder and Chief Digital Officer of Chubbies, “We saw we had an active community. We saw customers just giving us tons of feedback, and we wanted to channel this into a place where we could more formally communicate with everyone in a fun way.”
Chubbies saw this opportunity and ran with it, sending every customer who shared their social media pages a free koozie to further build the customer community. They sent more than 30,000 koozies nationwide, and Chubbies reinforced their reputation as a fan favorite.
2. Turn Your Agents Into Conversationalists
Customer service, and in particular forward-facing service agents, are the baseline for any strong customer community. Knowing how to converse with — as well as how to listen to customers — is a skill that support teams should train and reinforce continually. If your agents can have continuous personal conversations with your shoppers, the outcome will be loyal relationships that lead to community.
3. Listen to Feedback and Customer Stories
Some of the most important insights into your brand and your products come from the customers who know you best. Being attentive and responsive to a loyal customer’s feedback will strengthen the relationships within the community and make them feel listened to, while also providing a fresh perspective from a third party about what is and isn’t working.
Andie, makers of women’s swimwear, has seen the power of customer feedback firsthand through their customer service team. Andie Founder and CEO, Melanie Travis, shared with Gladly: “…the [customer service] team is basically a third of our staff, and they sit right in the room with us. They’re also our customers, so it helps us develop a much more robust customer feedback loop because they’re sitting right there. If there’s a trend they’re starting to see or a particularly moving customer story, they’ll just stand up and say, ‘Oh my God, guys, look what just happened.’ It keeps us close to the customer.”
4. Create Upsell Opportunities
Overly sales-y jargon can turn people off, but when agents can suggest purchase opportunities based on a deep understanding of the shopper, the customer takes this as a sign that a brand is listening and worth investing their time and money in. In fact, 66% of consumers prefer brands that know them and can recommend things they would like, while 26% have gone further to even say they’ve purchased something that an agent recommended. These one-to-one transactions feel like special bonuses for both buyer and seller, and feed into the positivity that helps foster a community.
With a support center powered by a platform like Gladly, customer communities are far easier to achieve. These tools deliver that high level of service quality with consistent conversation timelines of an entire shopper’s history and the ability to People Match to the most aptly suited agent for each request. As a result, shoppers will more likely engage with a brand’s customer community and share their positive brand experiences.
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