Episode 163 – Rewind – Top Community Forums KPIs

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A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

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The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

“The greatness of a community is most accurately measured by the compassionate actions of its members.” – Coretta Scott King

Book of the Day:

Winning at Social Customer Care by Dan Gingiss

Key Performance Indicators: Developing, Implementing and Using Winning KPIs by David Parmenter

Top KPIs for Measuring Community Forum Health

  1. Definition (According to Frankie): A key performance indicator is a metric that illustrates the health of a business. If your business is selling vacuum cleaners, then your primary key performance indicator is total vacuum cleaner sales over the reporting period. A secondary key performance indicator could be number of contracts sent out, number of sales meetings held, etc. If those numbers are trending up, that is an key indication your business is moving forward.
  2. 6 KPIs For Measuring Community Forum Health
    1. Unique Visitors
      • Up or down Month over Month
      • Determined by IP Address
      • Note: Customers could log in from work and then from home.
    2. Total Registered Users
      • Up or down Month over month
      • Set goals for Total Registered Users
    3. Unique Sign Ins
      • Per period
      • Note: If users can see your forums without signing in, they are still able to receive benefit
    4. Active Users
    5. User Type – break down by %
      • Influencers
      • Askers
      • Connectors
      • Answerers
      • Originators
      • Commenters
      • Moderators
    6. Resolves Per User
      • Top Resolvers with their name
      • Look for customer resolves
      • Identify star performers from here
      • Set goals to increase the resolves coming from community members vs. moderators
  3. Also Important are core KPIs (see Episode 3 – Frankie’s Top 9 KPIs Part 1 and Episode 8 – Frankie’s Top 9 KPIs Part 2)
  4. Use Goal Setting exercises to roll out goals associated with these KPIs (see Episode 1 – Socially Supportive and 4DX)
  5. Report out as a Special Operation (see Episode 23 – Reporting on Special Ops)
  6. Tie the reports to money with your cost per transaction (see Episode 28 – Tie Your Reports to Money)

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    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

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Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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