Tag Archives: customer research

Setting up a branded forum & community

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So you’ve decided to take the plunge and are ready to build your own branded forum community and foster a deeper degree of communication with your customers and prospects on your own website.

Launching a branded forum opens up a lot of doors but also requires a lot of decisions and upfront work. The first step in the process is solidifying your focus, identifying necessary resources, picking your technology and setting up the basic controls. In this part of my blog post I’ll walk through the full range of software, the options you’ll want to use (and the ones to lose) as well as help you put together a response plan and policy.

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Getting inside the consumer’s head… a few “simple” tactics

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I’ve spent the majority of my blog entries thus far talking about how to meet the needs of your customers as well as how to make their experience better but all that’s fairly meaningless if you don’t know who they are and what they’re thinking about when they purchase (or exit). Unless you’ve already got the research aspect handled, chances are you don’t know enough about your customers to really be able to do the things they want (your assumptions don’t count, even if you are in the demographic – a sample of one isn’t a sample) and even if you do the research, chances are you can do more.

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