Setting them Apart: How can we differentiate ComGrid Segments

Jun 8, 2021 6 min read
Setting them Apart: How can we differentiate ComGrid Segments

So we've come to the end of our Community Grid Segments journey but as with every learning experience, clarifications and reviews are necessary to ensure full understanding. Learning the ins and out of a new product isn't easy. Even when you think you know, there's a moment of uncertainty that arises and then you start to question what you really know.

Over the last few weeks we explored the different segments in the Community Grid and explained each in separate articles to ensure the best experience. However we do understand that common misunderstandings on how different segments can be compared and contrasted may arise and so we wanted to provide our community with some extra insight to improve their experience. In this article we review all the Community Grid segments, comparing and contrasting them and answering some of your most frequently asked questions.

Super Fans vs Fans

Let’s start with our Super Fans and Fans. Super Fans are the most active people in your community who have engaged with you recently. They represent a small portion of your community because they are at the top and only your biggest fans fall into this segment. Fans on the other hand are among the most active set of people in your community but may not have engaged with you recently. They might not have been active for a week or may have even gone away for vacation but because of their past contributions you know they are likely to be back and so you don’t need to fear losing them after a short period of inactivity.

Though both segments represent the most active people in your community, Super Fans are more engaged. They’ve done more recently in your community and represent those top members, ambassadors or force multipliers in your community. Fans aren’t as active and could disappear for a week or two and might even be at risk of moving into less optimistic segments such as Losing but because they still have contributed quite a bit to your community and have built a reputation for themselves, you are less likely to worry about them until a significant period of time has passed.

Adrift vs At Risk

Hoof! The Adrift and At Risk segments are  what cause the most confusion but the concept is pretty simple. Try to stay with me here.

Adrift members represent the group of Promising or Engaged members who are out of touch for a while, and so begin to drift away and become, Adrift. At Risk members on the other hand represent Adrift members who haven’t been engaged for a while with the community and so they become At Risk or on red alert.

A simple way to think of it is seen below where the arrows represent periods of inactivity:

Promising/ Engaged---> Adrift----> At Risk

So when Promising or Engaged members are inactive for a while, they become Adrift and when Adrift members are inactive for a while they become At Risk.

Another thing to point out is that though it is possible to reel Adrift members back in, it is much harder to engage with At Risk members as they are on their way out of the active part of your community.

Losing vs At Risk

Losing members are amongst the most engaged members in your community who we haven't seen in quite a while. They are likely to be moving from segments such as Fans (as mentioned before: one that has been inactive for a significant period of time- few weeks or even a month) and so you might want to check in with them to see if they are truly gone, or if you missed an engagement. And if they are gone it might be valuable to understand why.

At Risk members on the other hand represent Adrift members-who already were out of touch- and haven’t been active for a while thus becoming, At Risk.

Members from both segments have the potential to leave your community completely but there’s a greater potential to regain Losing members since they are moving from more optimistic segments. At Risk members on the other hand are harder to regain because they are well on their way out of the active part of your community.

Moved On vs Gone

The Moved On Segment represents people who are still in your community but are likely to have moved on. What this means is that they might’ve been interested in your community or product at one point but we haven’t heard from them in a while. They were never really very active and so it might be best to focus on people with more potential.

Gone members represent members who have left the active part of your community for now. If they engage with you again, they’ll move to a more optimistic segment on the left but if they don't they might be gone for good.

These segments have low to no activity at all.  What separates them is that Moved On members are still in the active part of your community and may even poke around again sometime in the future to find out more about your product or may move into the Gone segment overtime. Gone members though, have left the active part of your community and it would take a significant amount of effort to bring them back.

Engaged and Promising

Engaged members are the backbone of your community. They represent the majority of the recently active members and are an important group to engage with on a regular basis. Building meaningful relationships with these people might propel them into Super Fandom.

Promising members on the other hand represent those new people joining your community who haven’t been active yet or people who only check in every now or then. They haven’t contributed much but they were active recently and so if you work on building initial relationships with them there’s a chance to get them to be more engaged.

A great way to differentiate them is that Engaged members have the potential to become Fans or Super Fans and Promising members have the potential to become Engaged.

Not Seen

The people in the Not Seen segment haven't engaged with you yet. Port not only finds people that are active in your community, but also people that engage with topics that are relevant to you.  Think of it as a “Recommended For You” segment. Port gives you the opportunity to add relevant members to your Grid and engage these prospects to turn them into engaging members of your community.

Interested in understanding and differentiating the members in your community. Take a moment to check out our free Community Grid tool. You can use it to check the health of your membership in less than five minutes!

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