Miss_B

@Jordan Invision has been anything but hostile as far as I have seen.  I am curious to see what you perceive as hostile. Can you indeed post the link to those posts where he has been 'hostile' according to you?
 

Sorry to see that perspective 😕 I'm not aware of being hostile towards anyone. If you could link me to the post(s) where I was - I'd love to check it out so I can learn from my mistakes and be better. 🙏 

You are very welcome :)

Thank you @Miss_B really appreciate that! I agree with your outlook about Invision listening 🙏  And thanks for the kind words. =]

I disagree with this. If there is any company out there that really listens to their customers, it is Ips. Regarding your forum issues, Ips is at no fault here. I agree with Matt above, they occurred due to your set up. 
I just noticed that I am out of milk btw, damn Ipb. It is their fault 😄 
@Jordan Invision, congratulations :). I think your promotion is very well deserved and you are doing a very good job so far. Keep it up :)

Hey again, Joel. Jordan here.
First off, I want to say that I genuinely appreciate your passion for community building. We spoke about a year and a half ago via Skype because you genuinely care about the subject and offered me a lot of valuable insight. It really doubled down the importance of online communities. I've always appreciated that convo we had and want to publicly give you props for that. Thank you. 🙏
You bring up a lot of great points! That's exactly why (I believe) Invision decided to include me in an official capacity, because first and foremost we want the community to be heard and taken seriously. I've been a frequent visitor of the Invision Community; I have a lot of experience regarding the customer side of things and wanting XYZ change. I understand the feeling of wanting my ideas/concerns/feedback heard and hopefully implemented.
That is one of our goals with my role is to listen, assess and take decisive action.
I do feel confident I can be an advocate for you and other Invision clients, as well as be a sounding board for the official team. Picture me as an Invision Bridge that connects this community to the team. I believe this takes trust, which I must earn, and I look forward to that.
You make a lot of great points. The community does not need a professional meme poster. We need someone who has the power to deliver and communicate on meaningful actions to drive our communities forward.
I do believe I can serve you and the rest of the community in that regard.
However, I know actions speak louder than words, so I'm looking forward to the future and the upcoming opportunities to show that. 😊
And just cause I love me a good cat meme.
 


If you need anything, @Joel R, please feel free to reach out to me via PM. I'm here for you and the rest of the community.

I disagree with this. If there is any company out there that really listens to their customers, it is Ips. Regarding your forum issues, Ips is at no fault here. I agree with Matt above, they occurred due to your set up. 
I just noticed that I am out of milk btw, damn Ipb. It is their fault 😄 
@Jordan Invision, congratulations :). I think your promotion is very well deserved and you are doing a very good job so far. Keep it up :)

I disagree with this. If there is any company out there that really listens to their customers, it is Ips. Regarding your forum issues, Ips is at no fault here. I agree with Matt above, they occurred due to your set up. 
I just noticed that I am out of milk btw, damn Ipb. It is their fault 😄 
@Jordan Invision, congratulations :). I think your promotion is very well deserved and you are doing a very good job so far. Keep it up :)

I disagree with this. If there is any company out there that really listens to their customers, it is Ips. Regarding your forum issues, Ips is at no fault here. I agree with Matt above, they occurred due to your set up. 
I just noticed that I am out of milk btw, damn Ipb. It is their fault 😄 
@Jordan Invision, congratulations :). I think your promotion is very well deserved and you are doing a very good job so far. Keep it up :)

I'm sorry that you've had a poor experience, but that doesn't mean we're not listening to the community.

The marketplace changes have been much discussed, but on the whole most people are very positive about them now. We recently made a change so that even when you have an expired Invision Community license you can still access paid-for marketplace items. This change was directly from feedback.

Your issue sounds very much limited to your set-up.

Hi Joel!

I struggled with a single title to encapsulate Jordan's role within Invision Community.

In terms of Jordan's presence on this forum, then Community Advocate is a fair fit, but even that doesn't cover everything.

Our community is more than just this forum of course. There are (neglected) social channels, email communications with customers, face to face conversations with enterprise customers and so on.

To break down the excellent points in your post:

How will he triage, prioritize, and escalate client feedback to the IPS team, all of whom can and do visit the forums themselves?
This is really the core reason we're now hiring more non-development roles and roles that don't directly tie into pure technical support. We're growing as a company and part of this growth means that we have to put focus on other areas. Our development team do and will continue to interact with the forums but they have less time to collate and manage feedback, complaints and so on. Having a single person to collect all that information, break it down and then feed it to the team to be planned into future releases makes sense.

What are the parameters for clients to help highlight and channel our feedback in an effective manner?
Sometimes feedback is quite formal "I want this feature". Sometimes it's a complaint "I can't seem to get this to work" and sometimes it's just in conversations.

We do very well in collecting feedback from enterprise clients. We get a lot via email. We also get a lot with regular calls but we've become less adept at collecting feedback from this forum.
Jordan will be a familiar face that people can speak to. Clients don't need to do anything special to get his attention. He'll go through feedback and make sure that everyone gets a reply and everyone gets heard.
And finally, as a community advocate, what does he actually advocate?
As part of our growth, it's very easy when planning development to overlook some suggestions. I want Jordan to be a champion for our customers and represent them in our team meetings.
Invision has attempted multiple community engagement tactics over the years.
Yes indeed. We always look for ways to improve. We can create effective strategy but without the required person-power, it stalls quickly. Making new hires in these areas will help us move forwards.
To be blunt and on behalf of all of your retail clients, we don't need a Community Advocate to post memes.
I will defend Jordan's right to bear memes and emoji. If you are judging him based on his output so far, that is unfair. He's settling into his role after a fairly intense week of onboarding within our team.

We need a Community Advocate with the power to deliver and communicate on meaningful actions to drive our communities forward.
Couldn't agree more. Jordan is an experienced community owner who has achieved excellent growth over multiple platforms (including his own Invision Community, Twitter, Instagram, etc). Jordan is an excellent communicator with a very open and friendly personality. I want him to have freedom to learn more about our customers and make more meaningful connections to get richer feedback that we can use when planning future releases.
 

This is a great feature.  Kudos to you guys.

We are trying to break away from large monolithic releases spaced 12-18 months apart which leaves long periods of time devoid of any significant new functionality.

In terms of demand for this feature, it's been requested a lot for our enterprise communities for quite some time.

It feels like Christmas came early this year. You guys have done a a truly outstanding job with 4.5. 

It feels like Christmas came early this year. You guys have done a a truly outstanding job with 4.5. 

This is very awesome. Great job guys :)

This is very awesome. Great job guys :)

BTW, for all 3rd party devs... 
This was implemented as a MetaData extension, meaning that you can utilise the feature in any of your apps 🙂

Very well said. 😊

Very well said. 😊

I find the new look amazing. Looking forward to the public preview. 

With all these great features that you are adding in the new version, you guys are taking the forum concept to a whole new level. :)

Topics are the most important thing I guess. But adding staff notes to members profiles would be great too.
Great job Ips. I am very exited for the final release. It is truly number 1 in the forum world.

Very neat. It will be very helpful/useful to new admins. 

Thank you for all your hard work in making a great product even greater. I am loving the grid view.