How to Build a Customer Community That Actually Lasts

If you want retention that actually sticks (we’re talking high CLV, not just churn-and-burn), you need to start building communities and make people want to attend your party. Here is how you turn your loyalty strategy from a boring corporate mixer into the legendary dinner party everyone talks about.

Open the "Lounge Area" (In-App Chat)

At a bad party, you’re stuck listening to the host’s monologue. At a great party, you’re laughing in the living room or having those deep conversations in the kitchen.

Real community means connection. Our platform lets you spin up chat rooms and create interest groups directly in your app. Whether it’s runners sharing routes or gamers discussing hacks, you need to give them a place to talk to each other, not just stare at their point balance.

“Think of these community spaces as a collection of micro-fanclubs. It’s where friends brag about a bargain they just scored, families sync grocery lists in real-time, and neighbors give the heads-up on local inventory. When you give people a place to help each other, you become a part of their daily habit.” Joanna Witsch, Senior Loyalty Consultant at Comarch

Don’t Just Ask—Actually Listen (Surveys & Action)

We’ve all filled out a "suggestion card" that we know went straight into the trash.

To build a community, you need to treat feedback like a DJ request line—if they ask for a song, you play it. It’s not enough to just run a survey. You need a platform that makes it easy to collect that feedback and actually implement changes. When customers see that their vote changed the program, they become advocates.

“The idea of receiving negative feedback can totally be terrifying. But when you actually take it constructively and apply changes to your program, the message changes. It’s like saying, 'You spoke, we listened.' That impresses people. Customers don't expect your program to be perfect, but they DO need to know your brand is real and that the people behind it are actually listening.” Sami Nachawati, Consulting Director at Comarch

Stop Being So Secretive (Roadmap Transparency)

Nothing kills the vibe like a host who won't tell you the agenda (when is the pizza arriving?). Treat your customers like insiders. Use your platform to update them on what’s coming next. Share the roadmap. Tease future features. When they feel involved in the future of the program, they are less likely to bail for a competitor today.

“There's this old-school fear that if you show customers your roadmap, they will hold it against you if you're late. But if you take the risk and show them what you're building, the dynamic changes. I guarantee they are going to get just as excited as your internal team, because they feel like they're part of the process." Joanna Witsch, Senior Loyalty Consultant at Comarch

The "Strong Performer" in the Room

You can have the best party concept in the world, but if the venue (your program) crumbles, it’s game over. You need a partner who understands that community is the new currency. Which brings us to some pretty cool news.

Comarch was just named a “Strong Performer” in The Forrester Wave™: Loyalty Platforms, Q4 2025. 🚀We’re obviously hyped about the title, but there is one specific number in that report that we are popping the champagne over: We scored a perfect 5/5 in the Community criterion!

Why does this matter to you?

Because Forrester pointed out exactly what we’ve been shouting from the rooftops:

• We Build Connections: From robust configuration to emotional engagement tools, we provide the tech that turns "users" into "members."
• We Walk the Walk: Forrester noted our "exceptionally busy live-event schedule" and massive online user community. We don’t just sell these tools; we live by them.
• Partnership, Not Just Product: End-users love our clients programs because we stick around to make sure the party is actually fun.

If you are tired of transactional relationships and want to build a community that drives real value, you need a platform that scores 5/5 in the thing that matters most.

Check out Comarch Loyalty Marketing Platform to see how we’re making waves (pun intended).