02.5 · Create Better Customer Experiences
Communities & Continuous Listening
Stay close to customers between projects with online research communities and always-on listening that feed decisions week after week.
Insight
Questions we help you answer
- Q1
How can we get fast, ongoing feedback from our customers?
- Q2
What are customers saying about us — and our competitors — right now?
- Q3
How do we test ideas quickly as they develop?
Methodology
How we approach it
- 1
Recruit
Build a community of engaged target customers sized to your needs.
- 2
Engage
Run a calendar of discussions, tasks, diaries and quick polls.
- 3
Listen
Combine community insight with social and review listening.
- 4
Feed decisions
Share regular, action-focused readouts with the teams that need them.
Methods we use
- Online research communities
- Social listening
- Digital diaries
- RSB Insights Online Community →
Deliverables
What you get
- Managed online community
- Regular insight readouts
- Rapid idea and concept feedback
- Listening dashboards
Case studies
Case studies are on their way.
We're preparing published examples of our communities & continuous listening work. Ask us for relevant experience in your category — we're happy to walk you through it.
More in Create Better Customer Experiences
- Customer Experience & LoyaltyMeasure and improve satisfaction, advocacy and loyalty — and find out which parts of the experience actually drive customers to stay, spend and recommend.
- UX & Product ExperienceTest how people really use your products, apps and websites — and fix the usability issues that stand between them and a great experience.
- Customer Journey OptimizationMap the end-to-end customer journey across channels to find the moments of friction and delight — and redesign the ones that matter most.
- Consumer SegmentationDivide your market into meaningful, actionable segments — with archetypes and personas that teams can use to target, design and communicate.
- AI-powered Consumer SimulationExplore consumer reactions early with AI-simulated respondents built from real research data — for fast, directional answers that are then confirmed with real people.
Talk to us about Communities & Continuous Listening
Tell us about the decision in front of you and we'll recommend the right design, sample and timeline.