My staff opened a competitor community and are stealing my members. What do I do?

[Amelia]

Let's explore some steps you can consider:

Assess the Situation: First, take a deep breath and don't panic. It's essential to understand why members are leaving and joining the competitor community. Are they getting something there that they don't get from your community? Is this a simple misunderstanding where your staff is promoting their forum, which is allowed? 

Focus on Value: People usually switch when they perceive more value elsewhere. Reflect on what makes your community unique and valuable. What can you do to make your community even better?

Talk to Members: Communication is key. Talk to your members to understand their concerns and what attracted them to the competitor community. Be open to feedback and willing to make positive changes.

Build Loyalty: Loyalty is a strong force. Offer incentives or rewards to members who stay and actively contribute to your community. Recognize their efforts and make them feel valued.

Improve Engagement: Engage your members with interesting discussions, activities, or content that they can't find in the competitor community. Make your community a fun and informative place to be.

Competitive Analysis: Study the competitor community. What are they doing differently? Are there weaknesses in their approach that you can exploit? Understanding your competition is a key part of competitive strategy.

Collaborate or Acquire: Consider collaborating with or acquiring the competitor community if it makes sense. Sometimes, working together can be more beneficial than competing.

Legal Options: If your former staff's actions breach any contracts or agreements, consult with a legal expert to explore potential legal remedies.

Stay Positive: Avoid negative tactics like badmouthing the competitor community or engaging in online disputes. Negative actions can backfire and harm your community's reputation.

Long-Term Perspective: Remember that competition is part of any business or community. Focus on long-term sustainability and continuous improvement.

Users are ultimately motivated by perceived value and incentives. By offering a better experience and understanding your members' needs, you can work towards retaining and even regaining your community members. Keep learning, adapting, and providing value to stay competitive.

View full article