How to Talk to Your Customers About Coronavirus and Build a Successful Online Community


Hatched by Glasp

Sep 18, 2023

3 min read


How to Talk to Your Customers About Coronavirus and Build a Successful Online Community

In these challenging times, businesses have been forced to adapt to the new normal. Oisa Ramen, a popular restaurant in Boston, is a perfect example of a business that has rolled with the situation and found innovative ways to connect with their customers. Despite never having offered off-premise orders before, they have now started explaining to their customers how to order takeout. This shows the importance of effective communication and addressing customer concerns during uncertain times.

Similarly, building and maintaining a successful online community requires careful planning and execution. According to Gartner, 70% of online communities fail. So, what can we learn from both Oisa Ramen's approach and the reasons behind the failure of online communities?

One of the key factors in the success of Oisa Ramen's takeout service is their ability to clearly communicate with their customers. They understand that during this pandemic, customers need reassurance and guidance on how to navigate the new ordering process. By providing step-by-step instructions and addressing any concerns, they have been able to build trust and maintain a strong customer base.

This brings us to the first reason why online communities fail - the lack of a clear value proposition. Just like Oisa Ramen provides a reason for their customers to order takeout, online communities need to offer something valuable to their members. Whether it is knowledge sharing, networking opportunities, or exclusive content, the community should provide a compelling reason for people to join and stay engaged.

Furthermore, tailoring the community to the needs and interests of its members is crucial. Oftentimes, communities fail because they expect people to automatically connect with each other without providing a specific purpose or common interest. Just like Oisa Ramen caters to their customers' preferences, online communities should be designed around the needs and interests of their target audience. This can be achieved by conducting surveys, soliciting feedback, and actively involving members in shaping the community.

Another common pitfall for online communities is the assumption that people will naturally introduce themselves and form connections. In reality, people need guidance and encouragement to engage with others. Oisa Ramen addresses this by explicitly explaining how to order takeout. Similarly, community managers should actively encourage members to introduce themselves, participate in discussions, and connect with others. By setting clear expectations and providing guidance on community etiquette, members will feel more comfortable and engaged.

To summarize, effective communication and addressing customer concerns are crucial during uncertain times like the current pandemic. Oisa Ramen's approach of explaining how to order takeout exemplifies the importance of clear communication. Similarly, online communities can learn from the reasons behind the failure of such communities. By having a clear value proposition, tailoring to the needs of members, and actively encouraging engagement, online communities can thrive.

Actionable Advice:

  • 1. Clearly define the value proposition of your online community. What unique benefits or experiences will members gain by joining?
  • 2. Regularly seek feedback from members and adjust the community accordingly. Tailor the content, discussions, and events to match their needs and interests.
  • 3. Actively encourage engagement by setting clear expectations, providing guidance, and facilitating connections between members.

In conclusion, whether you are a restaurant trying to adapt to the new normal or a community manager aiming to build a successful online community, effective communication and addressing customer needs are key. By learning from the approaches of businesses like Oisa Ramen and understanding the reasons behind the failure of online communities, we can navigate these uncertain times and create thriving communities that provide value to their members.

Hatch New Ideas with Glasp AI 🐣

Glasp AI allows you to hatch new ideas based on your curated content. Let's curate and create with Glasp AI :)