Measuring Community Health: Beyond Correlation with Qualitative Data

In CMX's 2022 community industry report, the #1 struggle community brands and their managers had was proving Community ROI and getting C-suite support for community goals. There are many helpful metrics to do this; Community Generated Leads (CGL), Life-time Value (LtV), Community Pulse Check, Net Promoter Score (NPS), and Customer satisfaction (cSAT). Unfortunately, the 2nd biggest problem reported is that community platforms are rarely connected to CRM or data. The story is disjointed and fails to provide enough information for action. Measuring community is therefore low-priority and remains hard to measure the same way as marketing metrics. This talk will break down the reasons for this disconnect, how to measure your community, and integrate your two data stories so you can seamlessly deliver the right numbers, week-over-week by leveraging social-scientific methods.