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Mastering Online Community Engagement: Strategies, Challenges, and Tools for Success

This article delves into why you need a community engagement strategy, challenges to expect, and how to overcome these difficulties.
Written by
Meagan Faryna
Last updated
October 23, 2023

No matter how technologically advanced we get, personal connection is still the bedrock of any community platform. 

That’s why fostering community engagement has never been more important. With the rise of social media and an increasingly interconnected world, businesses and organizations must adapt to create genuine connections with their customers and stakeholders. 

This article delves into why you need a community engagement strategy, challenges to expect, and tools that can help create thriving online communities. We'll use real-life examples and explanations to help you understand the power of engagement and how it can propel your business or organization to new heights. 

What is community engagement?

Different tactics and strategies are used to enhance community engagement
Various strategies and tactics are used to engage and online community

Community engagement is the process of building meaningful relationships and fostering active participation within a group, often focused on a shared interest or goal. It's about creating an environment where members feel heard, valued, and motivated to contribute to discussions and activities. 

Online communities thrive on engagement, and that only happens with meaningful conversations, knowledge-sharing, and collaborative projects that resonate with members. The most effective community engagement strategies strengthen the connection between individuals and enhance their bond with the brand. The result: a vibrant, supportive community that benefits everyone involved.

📖 To create a community engagement plan, you don’t need to start from scratch. Download our worksheet that outlines all the required sections of a community engagement plan and helps you create one efficiently. 

Why is community engagement important?

Without a community engagement strategy, it can be difficult to leverage your customer community to meet goals and serve your audience. Here’s why it’s crucial to engage with your community members and foster a sense of connection and belonging:

Increased customer loyalty and advocacy

A well-engaged community is a powerful extension of your brand and reputation. It’s another touchpoint for customers to experience your brand and what it has to offer. When you foster a sense of belonging among your community members, you create brand advocates and loyal customers. 

Consider a fitness brand encouraging its community members to share their workout achievements and personal stories on a dedicated online platform. This sense of shared purpose and support not only strengthens the bond between the brand and its customers but also creates an inspiring atmosphere that attracts new customers.

Valuable insights for product and service improvement

Community engagement allows businesses to gain invaluable feedback and insights directly from their customers. When community members feel comfortable sharing their thoughts and ideas, you can harness these insights to improve your products and services.

Increased Customer Retention 

Brands engage with customers inside a community to address customer concerns, provide support, and build trust – all leading to higher customer satisfaction and lower churn rate. When customers feel a strong connection to a brand and its community, they are less likely to switch to competitors, and the company can enjoy a higher customer retention rate.

Collaborative Innovation 

Businesses can uncover novel solutions, product ideas, and marketing approaches by inviting customers to participate in discussions. This collaborative environment not only fosters a sense of ownership among community members but also drives innovation, giving companies a competitive edge in their respective industries.

Key Takeaway: Effective community engagement leads to increased customer loyalty, valuable insights for product improvement, increased customer retention, and customer-centric innovation.

Strategies for effective community engagement

A list of community engagement strategies
A list of community engagement strategies

Keeping your community active involves a variety of approaches that encourage members to engage and interact. 

Here are some effective strategies to consider:

Effective member onboarding

A warm welcome can set the tone for your community members, making them feel comfortable and eager to participate. Consider creating a comprehensive onboarding process that introduces new members to the community guidelines, key resources, and active discussions. Personalized welcome messages and introductions to other members can also help newcomers feel valued and included.

Gamification and reward systems

Gamification elements, like points, badges, and leaderboards, can motivate community members to engage more actively. For example, you could reward users for completing tasks, reaching milestones, or contributing valuable content. These incentives not only encourage participation but also create a sense of friendly competition and achievement. There’s a lot to gamification - that’s why we created this comprehensive guide on gamification in community engagement. 

Hosting events and activities 

Organize virtual events, webinars, or challenges to create excitement and provide opportunities for members to interact with one another. Center events around shared interests, learning, or problem-solving to strengthen bonds between members and the brand.

An Events space build on Bettermode
An Events Space built on Bettermode

Providing educational resources and support

Offer resources, such as blog posts, tutorials, case studies, or webinars to position your brand as a valuable source of knowledge and support - or the thought leader in the industry. Encourage discussions around these resources to stimulate engagement, answer questions, and demonstrate your commitment to helping community members succeed.

An example of sharing educational resources in a community built on Bettermode
A Tutorials Space built on Bettermode

Creating valuable networks and a chance for collaboration among members 

Create dedicated spaces for sharing ideas, experiences, and expertise. This could include discussion forums, virtual meetups, or mentorship programs, all aimed at fostering a sense of mutual support and growth.

Notification system

Implement a notification system to inform members about relevant updates, new content, or upcoming events in the community. Personalized notifications based on individual interests or actions can ensure members stay engaged and feel valued, making them more likely to contribute and participate.

Satisfying customer curiosity 

Pull back the curtain on your product or service to create engaging conversations. A regular  ‘Ask Me Anything’ session allows users to ask questions in real-time, fostering engagement and enhancing brand awareness. You could also go behind the scenes, sparking interest and conversations in your community. 

📖 Looking for more growth and engagement strategies? Check out this Bettermode webinar with two community engagement experts who share their secrets on elevating engagement in online communities. You can also view our list of  70+ techniques for effective community engagement. 

Key Takeaway: Boost community engagement by perfecting your onboarding process, applying gamification techniques, and rewarding contributions. Then, amp it up with vibrant events, educational resources, netwroking opportunities and smart notifications.

Challenges of community engagement in online communities

Navigating the world of online community engagement can be complex, with unique challenges that require thoughtful solutions. 

Here is a short overview of some of the most common hurdles: 

Balancing self-promotion and community-focused content

Striking the right balance between promoting your brand and fostering genuine community engagement can be difficult. Community managers must ensure that their promotional or product-focused content creation doesn't overshadow the value provided to members. That can come across as inauthentic inside a customer community and can lead to disengagement.

Overcoming participation inequality

In many online communities, a small percentage of members contribute most of the content, while others remain passive (often referred to as lurkers). Encouraging more equitable participation requires community managers to implement creative approaches. We’ve shared more ideas to help with eliciting more engagement from lurkers in this article

Measuring engagement success

Quantifying the success of community engagement efforts can be complex. Community managers must identify appropriate metrics and develop processes for tracking and evaluating their engagement initiatives.

Time and resource constraints

Prioritizing tasks, delegating responsibilities, and leveraging automation tools can help community managers optimize their efforts.

Key Takeaway: Challenges of community engagement include balancing self-promotion and community focus, overcoming participation inequality, measuring engagement success, and managing time and resource constraints. Addressing these challenges requires thoughtful strategies, creative approaches, and the use of appropriate tools.

How to build a community engagement tech stack

A well-rounded community engagement tech stack should include tools that address the following needs:

  • Community space: Discover the perfect digital space to host your vibrant community. With many options available, from messaging apps like Slack and Discord to all-in-one online community platforms like Bettermode, you can find the perfect fit for your specific needs.
  • Project management: Stay on top of your game with organizational gurus like Trello or Asana. These tools help you manage projects, tasks, and to-do lists, ensuring smooth sailing for your community endeavors.
  • Event management: While Zoom may be a household name for virtual events, don't forget to explore other budget-friendly and feature-rich alternatives. Also, platforms like Eventbrite and Meetup make promoting both virtual and in-person events to new audiences a breeze, expanding the reach of your community gatherings.
  • Analytics: Utilize tools like Google Analytics or Mixpanel to track key engagement metrics and gain insights into your community members’ behaviour and preferences. And don't forget - most community platforms come equipped with built-in analytics dashboards too!
  • Feedback collection: Survey platforms like SurveyMonkey or Typeform can help you gather feedback from community members, providing valuable input for refining your online engagement strategies.
  • Reward management: Platforms like Bonusly or Kangaroo offer a seamless way to recognize and incentivize your members, fostering a sense of belonging and encouraging continued engagement. 

Remember, there's no need to tackle everything at once. Start small, and build layers of engagement as your community grows. If you opt for a comprehensive platform like Bettermode, you'll find many of these essential tools already at your fingertips.

Measuring the Impact of Community Engagement

Metrics for evaluating success

To gauge the impact of your community engagement efforts, it's essential to monitor relevant metrics. Some key indicators to consider include:

  • Engagement rate: Measure the percentage of active members participating in discussions, events, or activities. A higher engagement rate indicates a more involved community.
  • Retention rate: Track how many members continue to engage with your community over time. This can help you identify if your efforts keep members interested and committed.
  • Content contribution: Analyze the amount and quality of user-generated content, such as forum posts, comments, or shared resources. This can help you assess whether your community fosters valuable discussions and knowledge-sharing.

📖 For more key metrics to track - take a look at Bettermode’s list of the top metrics every community manager must report

Analytics dashboard on Bettermode

Analyzing feedback and adjusting strategies

Besides quantitative metrics, gathering qualitative feedback from community members provides valuable insights and helps with decision-making. Conduct surveys, polls, or one-on-one interviews to gather direct input about what members find engaging, helpful, or challenging within the community. 

Monitor the overall sentiment within your community by evaluating the tone and content of discussions. This can help you identify areas where members need additional support or resources.

Use data and feedback in tandem to adjust your community engagement strategies, addressing any weaknesses or gaps in your approach. For instance, if event participation has decreased, you could explore new event formats or topics that resonate better with your community.

By regularly monitoring key metrics and gathering member feedback, you can ensure that your community remains engaged, connected, and thriving.

Conclusion: The Ripple Effect of Engaged Customer Communities

Community engagement is vital for building customer connections and driving business success. By recognizing the importance of engagement, using effective strategies, and leveraging the right tools, you can foster a thriving online community that benefits your brand, customers, and audience.


What are some engagement-friendly content formats I can use? 

It’s great to have engagement ideas in your back pocket that will jumpstart engagement in your online community. Here are some great starting points! 

  • Ask Me Anything Sessions: Engage with your audience by answering their burning questions in live interactive sessions.
  • Tip Tuesday: Every Tuesday, discover valuable tips and tricks to enhance your skills and knowledge.
  • Member Spotlight: Celebrating our exceptional members and their achievements.
  • Step-by-Step Tutorials: Simplify complex tasks with detailed, easy-to-follow tutorials.
  • Coffee Talk Time: Grab a cup of coffee and join for casual conversations about life, work, and everything in between.
  • In-Review: Reflecting on the latest trends, news, and noteworthy events in a concise review format.
  • Cheers for Peers: Recognizing and applauding the accomplishments and contributions of our community members.

📖 Looking for more ideas? Check out our overview of engaging content formats.

How can I overcome the challenge of limited time and resources as a community manager?

To address the constraints of limited time and resources, community managers can prioritize tasks based on their impact, delegate responsibilities to trusted community members or volunteers, and leverage automation tools. 

Additionally, seeking support from the community itself by fostering a culture of collaboration and empowering active members can help alleviate the workload and ensure the community thrives even with limited resources.

We have also found it beneficial to talk to other community managers to seek support and see how they manage their time and resources. To help you get started, we put together a list of the best online communities for community managers.

Meagan Faryna
Content writer

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