All platforms, strategies and processes in your organization need to be measured in order to identify areas for improvement and areas to build on. Your knowledge base is no exception; collecting regular statistics on the performance and health of your knowledge base is what will keep it well-oiled and running as intended.

Neglecting to collect and measure KPIs from you community can lead to the decay of useful information and an inability to provide your customers with an adequate level of customer self service.

Great customer service is crucial for your business to succeed. The days of being successful while not investing in excellent customer service are long gone. Here are the 7 best tips for great customer service that you’ll ever need to know.

The idea of an online community has garnered a fair amount of attention over the past few years, especially since providing top-notch customer experience (CX) has become a priority for many organizations. In fact, increasing customer engagement through improved CX is one of the top business priorities of 2019, and an online community is one of the most effective ways to do this.

Ideation is defined as the process involved in generating ideas, including gathering information on ideas and collecting thoughts about those ideas. Ideation is used to make improvements to existing products or services, in addition to generating new ideas and concepts for future developments.

The work of online community building may be an art, but it can still benefit from a foundation in science. There are theoretical foundations for our work, especially among research of interpersonal (one-to-one) and group communication. 

Let me clarify that theories are just that: theories. They are not hard rules, or facts. They are not necessarily true in all circumstances. However, theories give us a lens through which we can view a phenomenon in our community, explain it, and design communities more thoughtfully. Knowing a handful of group and interpersonal communication theories will help you to create more member-centric online spaces.