kuibia brings social customers and product teams together to source and refine ideas.
Social Customer Conversations
As customers move their conversations online, new opportunities arise to learn from, engage and partner with customers to improve and develop products and services.
Social customer conversations are at the heart of the kuibia philosophy and we combine a mix of social listening and insight with the creation of a private online and mobile customer community with prototyping tools and the LEAN UX methodology to create a unique environment through which to learn from, engage and partner with customers to identify customer needs or frustrations with existing products and source ideas which can be validated and develop concepts to evaluate.
Social Listening & Insight
This will provide you with insight about:
- Customer segments interested in or using products in your market
- Identify customer needs and frustrations with the products on offer
- Identify gaps in your value proposition
- Measure the impact of a new product launch on online brand sentiment
- Measure the impact of an upgrade to existing products
- Map social data to business data to reflect impact of conversations on results
Private Community
- Identify a mix of customer groups to invite to participate in the community
- Develop a member recruitment strategy
- Develop a community start-up and building strategy
- Develop a product development focused member engagement strategy
- Develop and execute a member communication and feedback strategy
- Design and execute an iterative prototyping model
Ideation & Insight
The kuibia team will work with you to derive insight and refine ideas with the community, through developing and managing a continuous hypothesis test and research schedule aligned to the product development teams road-maps, which includes:
- Harvesting and ranking customer ideas and concepts
- Leading and facilitating customer conversations on specific topics
- Building and testing prototype product experiences across multiple devices
- Building and testing prototype online customer user journeys
- Asking simple questions through regular polls
- Encouraging customer led conversations on topics which interest them
Performance Metrics
The kuibia team will work with you to develop community management performance metrics to ensure that your recruitment, engagement and management strategies are delivering results, through customised reports.
- Recruitment channel conversion rates
- Community membership activity profiling
- Community membership product profiling
- Community engagement and activity levels
- Identify member interest groups
- Bespoke performance metrics