Task 1 – Slide Assessment Guide

Which option best describes the level of

customer engagement your online community
provides?
1. Simple branded community that is part of the organization's digital assets. Seen as
standalone and may or may not have dedicated management resources. Not overtly
promoted and may be part of the support hub.
2. Ad hoc engagement through public or non branded channels (social media like
Twitter, Linkedin, Facebook). Some engagement occurs in outside channels such as
competitor website or trade publications.
3. Deeply embedded community leveraging SSO (single sign-on) with the company's
credential management platform. Customers don’t require a secondary login, as the are
integrated into the support hub.
4. Community is well promoted with members rewarded with gamification to pull them
back into the community via full email marketing automation based on each members
specific behaviors and actions in the community.

How effective is your online community at

supporting customers to a high degree of
satisfaction?
1. Support community which pushes to CRM and/or ticketing system, allows support
questions to be tracked and followed up on specific to each member for improved
satisfaction.
2. Support team is offering a basic community for a branded experience to answer
support questions. No CRM integration for follow-up or historical record of support.
3. There is no branded support community. However, the support team may seek out
support requests through public channels such as Twitter, Facebook, etc.
4. Beyond CRM integration, community has ticket deflection, members provide ideas
on products, and partners provide thought leadership. Engagement is high enough to
run member advocacy program.
 From a technology perspective, which option
is most similar to your situation?

1. Use of public social channels is dominant. Support team does not have access to the
base member information, and may not be leveraging any other technology.
2. Use of a separate community platform is underway but this system doesn't have any
kind of synchronization between customer data and the community. Basic SSO (single-
sign-on) may be possible.
3. Community platform has fully implemented SSO (single sign-on) to allow seamless
integration for the customer without needing to sign into two separate websites, and also
synchronizes additional customer data.
4. Community systems are an integrated part of the support and engagement
engine, with complete synchronization with customer data and the community including
SSO data used for delivery of community content and tracking.

How is your online community staffed?

1. Executive high level focus on the initiative which is attributing community to bottom
line major imperatives in the company. Community is used to drive growth with definite
change to bottom line.
2. Dedicated staff focused on the community for enhancements or feedback. KPI’s
include crowd sourcing, user generated content for marketing, advocacy and reviews,
word of mouth, and growing more business to drive more demand.
3. Someone is responsible for hiring a community manager who has KPI’s that are
focused around response time, moderation of community, and stake in the community.
4. Emergent community lives in the support team or has no one managing it. The
community may be designed to run itself (set it and forget it).
Which option best describes the metrics you
report on for your online community?

1. In addition to brand mentions, the number of support posts is also tracked (both open and
closed tickets).
2. Brand mentions are tracked at the most basic level, often across social media platform,
blogs and the internet overall.
3. The number of tickets deflected is a key metric to prove how online community saves
support teams time, along with brand mentions, and open and closed support ticket
metrics.
4. C-SAT (Customer Satisfaction) and NPS (Net Promoter Score) are the main metrics in
addition to deflection, # of support posts and brand mentions.