Get Satisfaction is an online customer community platform, so it makes sense that we spend a lot of time thinking about the best ways to engage people on the internet. The reality, however, is that your relationship with your customers does not just exist in your Get Satisfaction community.
Yes, your community is an ideal place to develop these relationships because it’s outcome-oriented, data-driven, and easy for your customers and employees to navigate…but providing an excellent customer experience means making sure every interaction with customers is consistently fantastic and regularly occurring…no matter where that interaction takes place.
These days, most of those customer touchpoints tend to be online. But truly effective community building takes place offline as well as online. Here are 3 ways you can engage your online community in person!
1. Host a Customer Meetup
Your customers all have at least one thing in common—you! Odds are they’re pretty unique, too—their experiences, perspectives, industries, etc all provide them with a one-of-a-kind toolkit to bring to the table. Bring them together to discuss a common goal or challenge that they likely share (our customers tend to have a desire to provide truly excellent customer service, for example), innovative ways to use your product, or to discuss learned knowledge and industry best practices.
Much like in an online community, the conversation that takes place there will be valuable for them as well as for you. You’ll learn a ton about your customers’ needs, perspectives, and ideas, and the sense of community you all feel will be strengthened.
2. Invite your Champions to an exclusive event
Your Champions have your back all day online. They support your other customers, sing your praises, and help your community to run smoothly. Return the love by inviting them onsite for an office tour, treating them to a special happy hour or baseball game, or giving them a sneak peek at a new product you’ll be launching in the upcoming months. The deep, personal relationships this results in will make it worth your while in ways you can’t even anticipate.
3. Throw a party to unveil a new product
We recently held a party at a local brewery to celebrate the launch of our new Manage Workspace. Many of the features in the new app came directly from their feedback, so it was especially meaningful that they were a part of the celebration!
Publically celebrating innovation isn’t just good for your customer—it’s a great way to boost spirits and build a strong team internally as well. Don’t just send an enthusiastic email when you have a big accomplishment. Bring all your favorite people (customers, employees, partners, and even investors and prospects) to celebrate a job well done.