Business Impact: Customers are often the best experts to meet peers' knowledge needs. To scale knowledge production, business must make it easy for individuals and groups to contribute. Around 5% of customers are in this constructive mindset. When properly equipped and incentivised, contributing customers are instrumental in increasing your business's value.

Scenario: A customer wants to contribute their knowledge to support others.

Implementation: Provide customers with simple tools for creating and sharing articles, videos, and documents directly with other customers. Offering access to exclusive content or exclusive groups are low-cost ways to incentivize user-generated content.

Outcomes

• The creator sees their content being promoted on the home page or in newsletters and digests, giving them a sense of visibility within the industry.
• They have control over their posts, adding in pictures, graphs and videos.
• Through feedback on the community they see their knowledge being shared and valued.
• As a thought leader they are rewarded by exclusive events, spotlight interviews and more visibility. 

Example: A customer has been with your business for one year and wants to share what they have achieved with the rest of your customer community. Allowing them to create, edit, and publish their insights in one place removes all blockers from the process.constructive mindset. When properly equipped and incentivized, contributing customers are instrumental in increasing your business's value.