4. Ambassador Phase: Leveraging Your Ambassadors
The final stage of the journey: In every community, there is organized ambassadorship. You need that small core of members to keep the activity going. These ambassadors are a special bunch of people. They feel so involved in the organization that they take work off your hands on a voluntary basis. They recommend your product to friends and strangers, whether asked or not, answer questions on the forum and generate online attention for the organization.
Almost every organization has these fans, but with an online community you can use them more efficiently. Data from the community (number of logins, number of karma points, number of written posts) shows exactly who your most involved ambassadors are. That makes it easier for the organization to reach them and ask them to help with advertising or support. As a community manager, you also actively steer the development of ambassadors. You are continuously helping, guiding, encouraging and empowering customers. The growth of ambassadors is actually guaranteed by these efforts.
The type of organizations that benefit most from an online community are those where the purchasing process takes a long time. These are usually more complex consumer products such as phones or televisions, or software solutions with a steep learning curve ( Salesforce , Adobe ).
How do you develop a customer journey that optimally matches the needs of your target group? In our dynamic and (increasingly) digital world, this is no easy task. With these 4 steps, you will hong kong mobile number search come ever closer to the (almost) perfect customer journey.
What can help with this is the book ' Customer Journey Optimization' by Rob Luif (aff.). The book helps you to improve the customer journey step by step.
Customer journeys
There is hardly a subject in the marketing world that has been written and talked about more in recent years. And that is not so strange. Where marketers were in charge for decades , the customer is now in power. Consumers (and often also business buyers) orient themselves online, compare the many providers and buy how, when and where it suits them.
Buying is increasingly done online, but often multiple touchpoints are used to make the purchase, both offline (physical stores, calling customer service, etc.) and online (search engine, review sites, social media, web shop, etc.).