Our next guest is Mindy Day who is currently the Senior Community Manager at Patreon. She has worked as a community builder for over 7 years for brands like Imgur. Today we are going to talk about how to actually measure trust in a brand through community, the path of becoming an engaged member and so much more. Take a listen!

Too Long; Didn't Listen

• We kicked off by talking about how at Patreon they are measuring trust in a brand through communities. Mindy and her team spent six to eight months to measure this important metric through a trust survey that goes out every month to a random selection of creators in their communities. It asks the same question every month and calculates a trust score. Through this, they can find the creators that are active in their communities and forums against those that aren’t.
• Mindy also shares the interesting spectrum that they use for their Patreon creators which shows the stages of the commitment of patrons. At one end of this spectrum is pure altruism, meaning people support creators because they love their content and want more of it. And on the other end is pure transactional scale where people want value for their money. Mindy believes this spectrum also holds for communities as different members have different needs. Some come looking for an answer and never come back whereas some become active members and want to get involved, helping others and build better communities.
• Talking about people that go an extra mile in communities, Mindy talks about how important it is to encourage those that are most active in the community. She believes that giving them recognition for their work, like a badge or sticker or even a message that you love what they are doing can go a long way. It’s all about letting them know that you appreciate what they are doing and making sure they are not ignored.