How would you describe a digital insight community and its value to your organization?
At Alida, we define a digital insight community as a customer engagement platform you can use to uncover agile, actionable insights from the right people at the right time—at scale.
And how do we know? Well, we invented it.
Holding onto our belief that customers should be respected as the ultimate source of truth, our team created the first insight community in 2002. Today, more than 600 organizations have thriving and highly engaged digital insight communities powered by our CXM & Insights Platform.
A lot has changed since ‘02. Customers are more empowered, brands have become more customer-centric, and customer experience (CX) has become the top priority for the C-suite. There’s no doubt you noticed how quickly buyer behaviors have been changing—and it’s not just buyers. Innovations and advancements in customer feedback methods have greatly increased the tools available to you. All this change can leave your head spinning.
Navigating the waters of customer feedback may seem daunting, but with the right approach, you’ll be able to build a thriving digital insight community and keep the voice of the customer front and center for your organization.
Consider this handbook your guide to the key actions to take for a successful digital insight community. As you read on, you’ll discover key considerations to keep top-of-mind when building one for your business, along with examples of what each approach looks like in action across different industries.
These are practical takeaways any head of a new insight team can easily leverage. At the same time, they can serve as a refresher if you’re looking for ways to level up your existing insight community.
Whichever stage you’re in, we’re on a mission to help leaders like you make decisions with your customers, not for them.
Here are the top 10 actions behind every successful digital insight community:
- Prioritize empathy
- Be agile
- Remain customer-centric
- Earn trust
- Motivate responses
- Leverage longitudinal research
- Democratize insights
- Combine broad feedback with deep insights
- Measure value
- Recruit outside the box
Download the Digital Insight Community Handbook to take a closer look at these 10 essential actions for a successful community, along with customer examples of what each approach looks like in action across different industries.