Transparency

Nurturing an active community is vital. When you do, it helps you build genuine and long-lasting relationships with your members that are more than surface-level.

Members want to feel that community leaders are open and honest about the community’s direction, its challenges, and its wins. Not only will this improve member satisfaction, but it will also help build trust. In fact, a staggering 94% of consumers are more likely to be loyal to a transparent brand.

Without transparency from community managers and leaders, members can feel disconnected. This disconnect manifests, leaving members unsure of what’s happening behind the scenes, and less likely to invest their time and energy. 

Remember, transparency is about more than sharing your successes—it’s important to acknowledge mistakes and areas of improvement, too. 

85% of people are more likely to stick by a business during a brand crisis if it has a history of being transparent.

Similarly, nearly half of consumers say they’re more likely to visit a business if they respond to negative reviews.

Show willingness to engage with customers in an authentic way and address any negative situations—it can go a long way!

Community leaders should be upfront about any challenges they’re facing, from a technical issue to a delayed update.

Being vulnerable with your members sends a clear message that the community is in safe hands. If you keep your community members in the loop, they can be prepared and come along on the journey. You’ll also continue to meet their expectations instead of falling short and causing frustrations. 

Openness humanises leadership, making it easier for members to relate. It also aligns expectations between leadership and community members for a long-lasting relationship.