Month: September 2021

If you look deep enough at why a community isn’t working, you often find an incentives problem. A person (or persons) at a senior level

An incident recently reminded me of the Ron Johnson/JCPenny story. In 2011, JCPenney hired Apple’s retail chief Ron Johnson as CEO. Ron Johnson decided JCPenny

A while back, this screenshot appeared on my Facebook feed. MoneySavingExpert (a former client) is promoting a forum post (note: promoting forum posts via social

In surveys, we often questions like: “On a scale of 1 to 5, with 5 being the highest, how satisfied or unsatisfied are you with

There are probably three tiers to this: 1) Tier One: Anyone can ask questions. In this scenario, anyone can join a community and ask a

Ideally, members reply to each other’s questions. You and your support team would be left with questions that are especially complex, unique, or involve the

If a gamification system is poorly designed, the same force which motivates members initially will demotivate them eventually. In the beginning, it’s usually quite simple

How can you keep your members highly engaged in your community? The answer probably isn’t what you think. 90% of the activities we find most

I spent a year working with Sephora to develop a new community strategy. A major plank of this strategy was integrating authentic community content into