How to Profit From an Online Community By Mike SansoneDo it Right and Everyone Benefits. When done properly, a community effort on a business site can be profitable for both business and consumer. The business gains a loyal customer; loyal customers get to engage with like-minded people – and business. However, if it’s not done right, it will be a ghost town and backfire.
You may have visited sites that have community efforts. Most these days are ghost towns. Click into a message board and you’re likely to see most recent post is from two months ago…or a post that simply says “test”. This will hurt credibility of business. It’s like putting up a neon sign in a window saying Now Open and having doors locked.
In times past, online communities were built too fast and without forethought. The atmosphere was more like a ghost town than a community.
The complaint became that community doesn’t make money. Mopping floor and emptying trash doesn’t make money, but if you don’t do it, you’ll lose customers who come into a dingy store.
So how do you “do” community right? There are three tools - listed below in order of importance – and four actions to consider after you activate community. Do it right, and your bottom line will improve.
The Tools Available Forums. Message Boards are most engaging form of community available. Always have been. Always will be. Start small in building your sections and buildout as certain subject matter becomes popular. If you build too many sections at start, you’ll have a permanent ghost town before you can spell (critical) MASS.
Blogs. Web Logs, or more popular term – blogs, have become rage. It’s a form of community in that everyone can speak their own mind, but it’s almost like an editorial with replies being “letters to editor”. There is not much give and take in conversation.
Chats. Unless a chat room’s purpose is for an online Q&A event or a scheduled gathering, an always-open chat room has more risks than rewards. Be very hesitant to keep one open on your site. One form of chat that can work is “live” support chat which acts like an instant messaging tool. If you staff it yourself, it can be labor-intensive. If you outsource it, who knows how well support team knows your product or service. Either way, it can be costly. If you do launch it, make sure it is available during normal business hours or you will lose credibility.