The Community Club

Femstreet
Femstreet

Posted on

Mindset of the community leader

What are the biggest pain points for community officers? What’s really difficult about your role?

How do you evaluate new products and where is the budget coming from?

Discussion (2)

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Ben Halpern

I have a term I use and think about called "chaotic empathy" which is the attempt to be thoughtful and empathetic for the people coming through who you don't even think about or expect. Being thoughtful about messaging such that it applies well to new members and existing members, and breaking folks into cohorts where possible.

You can't always tell what everything is doing, so being aware of these "unknowns" is helpful. And I think budgeting needs to leave room for this "chaos", the lack of pure predictability.

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Chris Detzel

@femstreet , I think that depends. What do you think a Community Officer does? Now when I think of a Chief Community Officer, I think about a lot of things. For a B2B SaaS company, it could be someone over Digital Self-Help and Customer Experience.

That could be over all digital sites. Building a strategy around Case Deflection, Up Sell / Cross Sell, Getting customers to buy more, tracking if customers renew at higher rates when they engage in the digital self-help tools is all a consideration.

  1. Documentation
  2. Support / KB Articles
  3. Community and all the programs that go with it
  4. Training / Academy
  5. Other...

Most likely you will have different vendors for each one. Also, you have to think about how you can connect all these vendors together for a great customer experience that includes robust API's.

Getting the right people in the right places to do each function would be a huge challenge as well.

I could go on, but this is one way I could see a Chief Community Officer come into play.