Zapnito

🚀 Launching a B2B Community? Here Are 3 Must-Follow Tips Building an engaged B2B community takes more than just setting up a platform—it requires a clear strategy, strong incentives, and company-wide alignment. Natalia R. from Xapien, in a fireside chat with Charles Thiede, shared insights on launching the Xapien Xchange and provided three key pieces of advice for building an engaged and thriving B2B community and knowledge sharing model. 🔹1. Content First: Make Engagement Easy "Have a content strategy from the start. Make it easy and digestible to get people into the community." Avoid overwhelming new members with complex discussions too soon. Instead, provide bite-sized, accessible content that encourages quick participation and builds engagement habits. 🔹2. Incentivize Participation Xapien successfully aligned their launch with a single market playbook release, offering members exclusive access right away. Other incentives that you can consider are Webinars, invite-only events, and special content that reward participation and build momentum. 🔹3. Company-Wide Alignment A successful expert community launch isn’t just about one team; it requires collaboration across the company. Leadership support is key, but so is engagement from Customer Success, Sales, and other departments. Their active participation ensures the community becomes an integrated part of the business rather than a standalone channel. ✨ Why Zapnito? "What really stood out to us about Zapnito was their success in building B2B communities. We wanted a partner with a strong B2B focus—and their customer support was a huge plus." – Natalia Rivas, Marketing Manager at Xapien Full Fireside Chat ➡️ https://lnkd.in/enaDEaYG

🌟A Customer Community Isn’t Just a Growth Tool—It’s Business Armor  Insights from Zapnito CEO Charles Thiede in a Fireside Chat with Linnworks’ CMO Georgia Leybourne. Linnworks’ global customers had begun forming niche groups organically, but these pockets of collaboration lacked cohesion. Georgia Leybourne saw an opportunity, they needed a space where customers could solve problems together—share best practices, insights and learn together. In less than 12 months, Linnworks built a 250+ customer community on Zapnito’s branded platform. Why It Worked: ✅ No Coding, Just Community: Linnworks launched a fully branded hub in weeks—no engineering headaches. ✅ Peer-Driven Growth: Customers now swap advice. ✅ Trust > Scale: “We started small. 250 engaged members who actually collaborate beats 10k passive users.” Linnworks plans to merge disjointed touchpoints (support, training, newsletters) into a seamless experience—with their Zapnito-powered community as the main hub.  Full Fireside Chat ➡️ https://lnkd.in/eZ9sMgD8

We’re always looking for ways to help businesses drive growth, and Carme, our Senior Solutions Manager, has some great insights on how companies can leverage our platform. From converting leads to customers and discovering new revenue streams to nurturing company advocates and offering valuable learning opportunities, Zapnito helps businesses make an impact at every stage of the customer journey. It also creates a space for thought leadership, collaboration, and meaningful engagement with peers and customers, positioning businesses as leaders in their industry. Curious how Zapnito can fuel your growth? Book a call directly with Carme: https://lnkd.in/eCastZeS

Our CEO, Charles Thiede had the pleasure of speaking with Georgia Leybourne, Chief Marketing Officer at Linnworks, about the transformative role customer communities play in driving growth and retention. Linnworks has built a thriving hub where their customers connect, collaborate, and share insights—fostering learning, resource sharing, and advocacy. Georgia shared some great insights on creating and supporting online communities, all while staying true to Linnworks’ core values which is People and Customer Centricity. Curious to hear more? Link to the full discussion in the comments ⬇️

In 2025 predictive analytics will help businesses act on potential issues and opportunities before they arise. By analyzing customer behavior, companies can proactively engage at-risk customers, spot opportunities for upsell, and make timely interventions. The key is integrating insights with tools for real-time communication, ensuring timely and relevant interventions that increase satisfaction and customer lifetime value. 📊 Key stats: - 64% of marketing leaders believe data-driven marketing is essential (WifiTalents) - Predictive analytics can improve lead scoring, boosting conversions by up to 40% (CETDIGIT) - Companies using customer analytics see 128% higher profit (McKinsey) How are you using predictive analytics to enhance customer engagement? Discover the other top 4 customer engagement trends by reading the full article (link in the comment below)

The demand for instant, high-quality customer support will continue to rise in 2025. B2B customers increasingly expect answers to complex queries in real time. That’s where AI meets human expertise. By using AI to connect customers to the right knowledge or experts, businesses can meet this expectation while preserving the value of human expertise. It’s crucial businesses don't sleepwalk towards a “knowledge collapse” where generic AI content drowns out specialized expertise. AI should augment, not replace, human expertise to ensure customers get the most accurate and relevant information. 📊 Did you know? - 58% of consumers expect AI to improve customer support with 24/7 availability (Zoom) - 73% of customers say self-service is the most important indicator of a quality experience (Forrester) - 90% of customers prioritize receiving an immediate response (HubSpot) How is your company combining AI with human knowledge? Discover the other top 4 customer engagement trends for 2025 by reading the full article (link in the comment below)

Meet Colin Currie, our Senior Software Engineer. We asked him, “What’s one thing you’ve learned from the Zapnito Knowledge Hub?” His answer really captures what matters most to us at Zapnito—the power of collaboration and shared knowledge. Zapnito Knowledge Hub is more than a resource—it’s where ideas grow and communities thrive. Curious? Join the conversation: https://lnkd.in/dUEdpEnr

In 2025, personalization will be more important than ever for B2B customer engagement. Too often, B2B customers are left wandering through a maze of resources that don't meet their needs. This can increase frustration and lead to churn. But there’s good news: by leveraging zero-party or first-party data and AI, businesses can tailor experiences that meet the changing needs of each customer at every stage of their lifecycle. The key is to add a little “positive friction” to the process by capturing customer preferences which helps create a seamless journey. This isn’t just about marketing; it’s about making customers feel truly seen and valued. 🔎 Here’s why this matters: 79% of customers want personalized service (Gladly) 80% of buyers prefer brands that offer personalized experiences (Freshworks) 67% of B2B customers are searching across 5+ locations to find what they need (Zapnito) Are you ready to personalize your customer journey and reduce churn? Discover the other top 4 trends by reading the full article (link in the comment below)

Thought experiment - How is fragmented knowledge impacting the B2B customer journey? Imagine the internet has been turned off, and to ensure your customers can access the knowledge they need, you host an in-person conference. 🤔 Scenario A You’re a visitor at this event. As a new customer, you’ve arrived eager to learn how to get maximum value out of the product you’ve purchased. You also hope to connect with other customers facing similar challenges as you. But when you walk into the conference, the building is empty. No brand representatives, no other visitors. You spot a row of doors at the back of the room. Although confused, you’re eager to make the most of your time, so you open the first door. Inside, someone from the brand is yelling into a microphone in an empty room, rambling about an industry you don’t belong to. Disappointed, you try the next door. This time, you find two people from the brand shouting at each other about a product feature that doesn’t concern you, again to an empty room.  You press your ear up to the remaining doors to try and guess what is on the other side. The last door, silent. You open it. What you see is too horrifying to repeat. You flee, never to return. 😱 🤔 Scenario B You’re the same visitor with the same needs. But this time, as you arrive, a friendly brand representative greets you and asks a few simple questions about your goals and interests. Based on your answers, they create a personalized map and agenda for the day. They also reassure you that if you have any questions, they’ll guide you to the right session or connect you with an expert. As you enter the building, the representative introduces you to a group of like-minded customers who are equally excited to meet you. You spend the day learning, networking, and sharing your insights. You leave eager to return and contribute more to this vibrant community you now feel a part of. 🤗 ❓   If you were in that customer’s shoes, which scenario would you prefer? Scenario A reflects how most B2B customers experience knowledge from the brands they do business with today: hard to navigate, brand-centric, top-down. Scenario B demonstrates the personalized, community-focused experience we should all strive to create — and it’s achievable right now. My article linked in the comments explains how.

Mind the gap. B2B businesses are failing to meet the need for on-demand expertise across the customer lifecycle. Customers disengage when they miss out on critical knowledge needed to achieve their goals. I recently wrote an article about how to solve this problem called 'How to Close the Customer Knowledge Gap'. 🔗 You can find a link in the comments. This issue has been escalating for years. Here are just some of the key trends that are accelerating the need to close customer knowledge gaps: Multiple decision-makers: More stakeholders involved in B2B purchasing decisions create diverse needs for tailored knowledge. Sharing information relevant to each group is a huge challenge. Rapid product development: Faster innovation cycles mean product knowledge can quickly become outdated, frustrating customers trying to stay informed. Self-service expectations: Customers now prefer to find answers themselves, requiring businesses to make knowledge effortless to access. AI and instant knowledge: Customers expect instant and accurate responses thanks to AI advancements. Delays or incomplete answers risk losing their trust.