So many metrics, so little time! Luckily on this episode Jess Burnham from Unbounce breaks down for us what some of the key metrics and areas of impact community has. If you are in any way trying to show how valuable all the community work you do is this episode is a must!
Jess shares that while sign ups and total number of community members is good what you really want to track are ACTIVE members. For example, you have 10k community members but many are attendees at your events? You can easily get lost in the big vanity metrics and end up with almost no one actually engaging so focusing on those metrics makes sure you actually move the needle. In Jess’s case, she tracks the weekly active users (aka return visitors) on her forum.
She also mentions that product development is a huge area of impact that the community contributes to the company. Her top community members get direct access to alpha and beta features and give it thorough testing and share the positive and negative feedback that Jess relays back to the product team.
She also has created a group for the top 1%-3% of community members called “Unbounce Experts”. These are the people who are sharing feedback, helping other community members, sharing the product with potential customers and sharing on social. Jess knows it’s extremely important to engage and reward the “Unbounce Experts” so she gives them perks like a private Slack channel, free tickets to their CTA Conference , access to the early features (mentioned above) and much more.
While she has made sure to track metrics and scale to 16k members she also knows that some parts of community are unscalable. She still has regular conversations with the “Unbounce Experts” and remembers fun facts about them that they appreciate. That’s the art of community, creating a system where the community can scale and grow itself while still engaging deeply and meaningfully.