An Electronics Brand built a Customer Community:

Connect, Inform, Exchange, Inspire

A Consumer Electronics Brand wanted to connect to buyers. Their goal is to inspire, inform and connect with consumers and stakeholders through a different perspective than their products. They asked us to quickly launch a fully-branded program that connects people with the brand - and with each other.

They wanted to realize their vision that groups of connected customers bring an extra energy to the brand. Their buyers are now inspired to exchange experiences, tips or offering helpful advice to each other. And that worked out very well.

The interactions are now fueled by the brand’s direct-to-consumer digital environment and automated interactions from Brand2Consumers.com. We quickly set up a fully branded and very functional platform in which these goals were more than realized.

Our Customer Community platform offers the brand’s customers:

• a high conversion registration flow

• convenient member services like ‘password forgotten’ process, communication preference center or profile update services

• an overview of the interaction history, received rewards or statuses and acquired status

• many online dialogue options: forums, chat, quizzes, questionnaires, surveys, FAQ-search and AI-driven customer service features

• an event driven, fully integrated Customer Relationship Management system

• marketing automation and email campaign management (but we also can integrate with existing platforms for these features)

• reward management system

• offers, coupons, vouchers, winners, bonuses and other activation instruments to make customers move and be surprised

The results

The customer journey is now extended beyond the purchase. The guarantee certificate, the product forums, the additional services now all lead to the Consumer Community that offers a list of services (from a document vault to a ‘ask the expert’ section) and an area in which customer share experiences and tips.

Positive Customer Interaction has grown with over 800%, data collection has increased with more than 600% and customer service has decreased with ver 35%. Impressive results, within a short period.