Category Archives: Community Building

4 Things to Consider Before Enabling a Plugin in Your Community Forum

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I’m notoriously cautious about adding new features to my forum. As awesome as shiny new buttons are, and as exciting as added functionality may seem, new features present one of the strongest change factors for any community. The biggest change that my community ever went through was moving to Vanilla from our old, broken software platform. It was held together with twigs and twine. Our server was operated with a hand crank. If you kicked it, animal noises came out. I was still cautious.
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How a Community Can Increase your Net Promoter Score

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Net Promoter Score by Laura Wilson

Net Promoter Score (or NPS) is one of the most useful metrics for gauging the potential for organic growth in your customer base. In this article, I’m going to go over some of the ways that a forum community can help to improve your NPS.

What is Net Promoter Score?

For the uninitiated, Net Promoter Score is a metric that can be used to determine the brand loyalty of your customers. Determining it is simple; you ask your customers “How likely is it that you would recommend our product/service to a friend or colleague?” on a scale of 1 to 10. Customers who reply with a 9+ are counted as enthusiasts, and under 6 as detractors (with scores of 7 or 8 being discarded). Simply subtract the percentage of detractors from the percentage of promoters to find your score. Any positive score is seen as good, and a score of above 50 is exceptional.
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Forum as Focus Group: 8 Key Features for Feedback

In an earlier post, we gave 5 reasons a community forum is the ultimate focus group. In this post, we highlight some of features in Vanilla that can come in handy if you are looking to use Vanilla to gather customer feedback:

1) Reactions:

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Reactions allow community members to share how they feel about posted content. Reactions can be positive or negative. When you see a post with a lot of Reactions, you know that it’s a topic that your customers really care about. Also, members whose comments get the most positive reactions earn reputation points and rise in rank on the leaderboard.

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Why You Need a Mobile Friendly Community Forum

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A recent report came out saying that more than 1 in 5  page views are coming from mobile devices in North America and Europe.  Depending on the vertical, it can be even higher. For example, in some enthusiast and B2C customer forums, the amount of mobile traffic has exceeded 50%. Regardless of your niche, as mobile traffic continues to grow, its consequences cannot be ignored. More than ever, you need to consider how your forum platform will integrate with your existing website, and the user experience your community members will have on their mobile devices. This is especially the case if you want to keep your mobile users engaged.
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