About Jack Bartrop
Hi I’m Jack, Marketing Director and Community Strategist at Zapnito. I help businesses to power Community-Led Growth by developing out our community building methodology and giving our customers the tools they need get the most out of their platform. I have 9+ years experience helping SaaS businesses and membership organisations to grow so always open to sharing my insights on how to drive impactful customer engagement. Let’s connect!
Areas of Expertise
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Intro Content
Expert Interviews
Expert Insights
Jaclyn Anku, Gusto | Inside Community-Led Growth
Jack Bartrop speaks to industry experts about how customer communities can power real business impact
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Vision Media & Publishing SaaS Community ManagementRooms participated in:
Zapnito Journey Community-Led Growth HubRecent Discussions
Help improve our KnowledgeShare Calculator - Give your feedback
We've recently created an AI-powered KnowledgeShare Score Calculator to provide a detailed analysis of how effectively you’re engaging customers with the right resources and community experiences.
You can give it a try here by simply submitting your company's website for it to analyze. You'll get a health score and tailored recommendations.
We'd love to get your feedback on the output and how we can improve it further.
AI Search - Transforming content and community?
Today OpenAI announced SearchGPT, its challenge to Google.
Whether it’s SearchGPT, Perplexity, Google, or one of many others that eventually wins the AI search race, this technology will undoubtedly change how businesses approach knowledge sharing and customer engagement. Here are some initial thoughts, but I’m keen to hear yours too.
Personalization: Consumers of all kinds will become accustomed to much more tailored content and recommendations based on their preferences. Businesses will have to significantly improve how they connect customers to the content and community they need to succeed.
Scale of knowledge: Search queries will likely become more detailed and specific. Leveraging the expertise of your customer community to help scale the quantity and quality of knowledge your brand provides will become essential to ensure AI search engines feature your brand as a cited source.
Value of experts: We've gotten pretty used to search rankings being dominated by low-value, SEO-first articles. To maintain brand visibility as a cited source of knowledge, businesses will have to refocus on sharing unique insights and amplifying expert voices.
Upcoming event: What topics shall we focus on?
Hi everyone! Next week, we'll be hosting our event, 'Customer Connection: Now/Next,' which will explore the current and future trends shaping customer engagement. More info here.
We'd love to know what topics are most important to you. Here are some starters:
Ethics of using AI
Personalization
Brand trust
Data and privacy
Let us know below.
Zapnito Connect Jan 2024
Thanks to everyone that came to our Zapnito Connect event to learn about new rebrand and innovations on our 2024 product roadmap. If you missed out, have any questions, or want to carry on any conversations from the event — please join the discussion below.
Here are some great photos from the evening:
2024 Trends and Predictions
Hi everyone. I've spent the last few days reading through over 20 of the top 2024 forecast reports across consumer behaviors, technology, marketing, and customer experience. You can read my in-depth summary of 8 key trends here.
I'd love to know: How these 8 trends will impact your approach to community OR What are your predictions for the year ahead?
1. Human connection will be the key to successfully integrating AI into customer experiences
2. Non-personalized customer experiences will no longer resonate
3. Brand trust will continue to decline
4. Top service will beat low prices
5. Customers will expect high quality experiences across the customer journey
6. Brands will have to do more with less data and feedback
7. Gen-AI misinformation will drive people away from social media
8. Gen-AI will change how people search for information
Recent Comments
Quick question: Can you create workflows via analytics? A simple example: a community member hasn't engaged for a couple of months, can you automatically send them a prompt asking a couple questions to see what they might find the most helpful?
Hi @Chris This is possible using an automation add on to the platform. Our out-of-the-box analytics also allows you to easily identify most and least active members.
Thanks @Charles Thiede. Look forward to seeing more of these!
@Jack Bartrop : Community benchmarks can be hard to find. Would you be able to share the source of the "90-9-1 Rule" with us, please? Thanks!
@Thirza Loffeld Here is some more info on the origins of the rule
@Jack Bartrop what happens if the vision changes after launch?
I recommend returning to these worksheets on a monthly basis. As you learn and grow, it's important that the worksheets are updated to make sure everyone involved is aligned and you're clear on what success looks like. Any proposed big changes should be assessed against your existing member and business value propositions.
@Jack Bartrop When there is overlap in the Network(s) - is it best to consolidate them or treat them separately?
I'd say complete clarity is always essential at this early stage. Better to create several clear versions of this worksheet than consolidate a complex network and create confusion when involving other collaborators in your strategy.
@Jack Bartrop what is the overlap between product (or service adoption) and the community adoption?
Thanks for the question @Charles Thiede. I think this ultimately comes down to the business objectives of your community. If your objective is to improve product onboarding and education to reduce churn, then you will most likely be creating a community of product to realise this.
If you’re building solely a community of practice, separate from your product/service, or if your community is the product (e.g. memberships or associations), then Adoption could be onboarding members to the community itself.