Join this roundtable where you can mingle and network before the stream begins.

The key competitive advantage for companies today is having a vibrant community.  Transforming customers into an engaged community is a strategic advantage for businesses aiming to foster loyalty and growth. But how do you convert your customer activities into a community-centered approach without drastic increases in resources? 

In this session we’ll explore how to reframe thinking around your customer engagement to be a community-centered approach. We’ll discuss leveraging current activities like events and support environments as well as expanding activities to include roundtables and discussion spaces. We’ll also discuss how to engage other parts of the business and the benefit org-wide of a community-centered approach.

At the end of the day, we’ll walk away with a better understanding of how Community can sit at the center of the customer experience as well as support other parts of the business like product, support, sales, and marketing.

“… save for minor differences, they practically sell the same thing that the others do. How do we decide on who to go with?” This is a common question that both your potential and existing customers will ask themselves when choosing a vendor from a bevy of organizations who offer nearly the same thing. These days, it’s a constant battle to the finish line in capturing new logos while retaining existing ones when dollars, offerings, and sales pitches start to seem identical. So, what’s the best way to set your organization apart? Hint: It resides within Customer Success and is easily your best differentiator across your organization.

In this session, we will break down not just how to spot trends in customer feedback and reporting data, but also how you use that to create an unstoppable customer-centric organization.

Join me for an illuminating exploration of the dynamic intersection between community and customer experience, and discover how organizations can leverage community engagement to drive meaningful growth and foster deep brand affinity. In this thought-provoking talk, we'll delve into practical strategies and actionable insights that empower businesses to harness the power of community to enhance the customer experience, drive brand loyalty, and fuel sustainable growth.

Key Takeaways:

Measuring Success: KPIs and Metrics for Community Engagement:

Gain insights into key performance indicators (KPIs) and metrics for measuring the success of community engagement initiatives. Learn how to track and analyze metrics such as community engagement levels, sentiment analysis, user-generated content, and customer satisfaction scores to gauge the impact of your community efforts on the customer experience and overall business performance. Discover best practices for setting SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals and benchmarks to guide your community engagement strategy and ensure alignment with broader business objectives.

Community as a Growth Driver:

Explore how community-driven initiatives can serve as powerful catalysts for business growth. Learn how to leverage community engagement to drive customer acquisition, retention, and advocacy, and fuel organic brand growth. Discover practical tactics for nurturing a thriving community ecosystem, including creating spaces for peer-to-peer support, facilitating user-generated content and discussions, and incentivizing community participation through rewards and recognition programs.

Driving Brand Affinity Through Community Engagement:

Uncover the role of community engagement in building deep and lasting brand affinity among customers. Explore how cultivating a sense of belonging and community around your brand can enhance customer loyalty, trust, and emotional connection. Learn how to leverage community storytelling, user-generated content, and authentic brand experiences to create meaningful connections with customers and strengthen brand affinity over time.

Dive into a roundtable with Tirza Austin on "Success Stories and Learnings" – a chance to share your triumphs and discoveries in community engagement and customer experience over the last year. Join to share insights, inspire others, and get inspired yourself!

An opportunity to network with attendees from all over the world! The session will be open for two hours, to accommodate all time zones. Once the two hours are complete, the second-half of the speaker presentations will resume.

Greg Daines, known as "the churn doctor" and a trailblazer in the SaaS industry, presents a compelling narrative on the shifting landscape of customer loyalty. In his session, Greg will challenge traditional metrics like Net Promoter Score (NPS), arguing that customer loyalty as we know it is dead. He'll introduce the concept of customer bonding as the new cornerstone of customer engagement, emphasizing its critical role in driving sustainable growth.

Drawing from his extensive research and expertise, Greg will outline a visionary approach for businesses to foster deeper, more meaningful relationships with their customers. Attendees will gain actionable insights into transitioning from outdated loyalty programs to strategies that promote genuine customer bonding, ensuring their organizations are not just surviving but thriving in the ever-evolving market landscape.