An engaged community can help connect clients with the support, network, and tools they need to build and grow a successful experience business.

A brand with a community has an advantage over every competitor: better engagement, better retention, better defensibility, reduced churn.

Building a community will help our operators make more money, save money and save time.

Please refer to this slide for more information on Three FareHarbor Focus Areas and Six Community Objectives

Phase 1

• Shane held discovery calls with various stakeholders in the organization – asking ‘how can a community support your teams’ goals?’
• Build Out Internal Processes.
• Present soft launch community plan to stakeholders.
• Recruit Community Champions
• Meet with Community Champions and train on roles and responsibilities.
• Soft launch community on Facebook at Spark
• Review engagement – what’s working? What’s not?
• Iron out any crinkles with internal processes
• Shane to survey clients – what are they looking for in our community? What type of content and interaction will keep them coming back?
• Shane to survey community champions – what’s working? Even better if?
• Implement internal process changes.
• Build in community champion and client feedback.

What entails in a “soft launch”?

1. Announcing to attendees at Spark
2. Post Spark promotion to attendees.
3. Generating content, Shane has put together a 30 day content plan.
4. What are we looking to learn during the soft launch phase
   • What type of content creates authentic engagement?
   • What type of content is not generating interest?
   • % of users who are posting content
   • Number of posts per month
   • Number of active members
   • What are the popular days and times for engagement?
   • How efficient is our vetting process?
   • What pillars of content are being posted i.e. software support, product questions, business support, digital marketing, financial, social media etc
   • Any breaches of codes of conduct
   • Internal processes that need to be defined
   • What our clients are looking to gain from community
   • How clients define the value of community

Phase 2

Early 2023

• Survey community ‘what is working, even better if?
• Roll out to non SPARK attendees.

Then

• Survey community ‘what is working, even better if?
• Shop for a custom built platform for community and Compass.
• Launch new community and compass site

Facebook Groups provide us with a solution to get started quickly, with no tech costs and ease of access for clients. This gives us an opportunity to test the waters before investing in our community platform. Here are ten reasons why we feel Facebook is the best place for us to start with community.

1. Community Champions
2. Spark Presenters (to respond to questions about their session)
3. FareHarbor leadership by invitation
4. Head of Community
5. CEMKTG team
6. Subject Matter Experts

In order to thrive a community must feel safe and be welcoming to all. A community needs to deliver value for clients to return and engage. Without engagement a community becomes a ghost town. To build a thriving community we need volunteers, our community champions to spark the flame and stoke the fire.

True Story: I (Shane) am trying to lose some weight and read an intriguing book by a British Doctor who had lost a significant amount of weight. Along with the book, he offered online recipes, meal plans, fitness tips and a support community. I joined the 7 day free trial because although I can access the science and the recipes in the book, I wanted to interact with others who had either been successful or are on the same journey as me. Sadly there was very little interaction in the community and posts were not being answered. So I ditched the free trial because the community offered me no value. We cannot allow this to happen with our community.

1. Be familiar with and enforce our Code of Conduct so everyone feels respected, welcomed and appreciated.
2. Moderate posts where necessary, remove spam and/or off topics posts and escalate serious issues to Shane.
3. Respond to posts quickly and efficiently. Alert colleagues who may be in a better position to respond.
4. Meet monthly with the Community team to review engagement and progress as well as to suggest engagement posts to the community team in our monthly meetings.
5. Suggestions on how to make our community even more engaging.
6. Check the group twice per day on your allotted day. (phase 1.)

It is strongly suggested that you set up a new Facebook profile with your FareHarbor address so you can keep your private and professional life separate.

Of course, all employees are encouraged to join and interact with our clients. Employees are expected to adhere to the code of conduct. If there are concerns about a post, escalate to the Community Team.

• Community will be announced at SPARK.
• Join the Community slide to be shown at the conclusion of each session inviting clients to continue the conversation in our community.
• Via the post event email.

1. Yes, if they reach out about it we will grant them access.
2. We won’t be proactively communicating to all clients during this first phase. We are looking to learn from a small engaged group of people to begin. If a client organically learns about the community and wants to join, they are likely a good fit for our test group!

In Phase One Shane will vet all member requests with a view to opening this up to the Community Champions in phase 2.

1. Full Name
2. Company name
3. FH Shortname or dashboard URL

Requested a field to be added to Close. Community team will manually update this weekly.

The Head of Community oversees the posting of content in phase one but community members are invited and encouraged to post useful content.

Some examples of regular posts include:

• Day to Day – Conversation Starters: questions, polls, research, announcements, news, compass, trending industry issues, growth tips, industry news.
• Weekly – Welcome post for new member. Client Wins – Client Spotlight -Knowledge co-creation – sharing best practices (link to Compass or resources) Webinar promotion.
• Monthly – AMA with Company experts. Book Club, Compass Essentials, Day in the life.

First 30 day plan

Advise client that this is a support issue and recommend that they submit a ticket support@fareharbor.com

We will escalate to AM through the #account-management slack channel.

We will escalate to AM through the #account-management slack channel.

During the soft launch, Shane will compile a document each week to share product related posts with Adi.

Escalation path to include a three strike rule to protect the community and give clients the benefit of the doubt. Our assumption is that people just don’t know better until they prove otherwise. Sometimes in communities, people feel passionately which can escalate and it is not their true nature.

Strike 1 – Educate
Head of Community so send a written notice to the client who violates the code of conduct. Very often they are not aware of the code even though they agreed to it on joining. We will educate them on what happened, why their post was flagged/removed and guide them towards positive engagement. Head of Community to inform their AM.

Strike 2 – Moderate
There are no excuses really, but the head of Community will hear them out. Clients switched to post approval which means that the community team will need to approve their posts first. The Head of Community offers to talk via video/phone to discuss infraction if needed. Head of Community will inform their AM.

Strike 3 – Remove
Suspend access to the community and send a final notice to the client in question. Team/AM to discuss if this is a short term or permanent ban.

Serious breaches including any posts that are discriminatory, sexist, illegal, libelous or violent.

30 day post approval immediately switched on for the client. This means that every post will need to be approved by us until the issue has been investigated and addressed. Head of Community to discuss next steps with their AM.

• Join the community
• Join our Community Slack channel to see regular reports on metrics and engagement.

We love ideas! Email or Slack the Head of Community – shane.whaley@fareharbor.com

• AM – Sam McCabe. Lily Messias, Ryan Tobin, Mary Roberts
• Strategic Partnerships – Reinaldo Saude
• Train Team – Joshua Gillespie
• Client Onboarding – James Mounts
• Build Team – Colleen Quinn, Alaine Hope, Casey Culp
• Support – Kaylee Torres – (USA / HI) Gautam Kamath (Australia / NZ) Maya Gallico (Europe)
• FHS – Whitney Jones