Regaining Trust and Rebuilding Culture: Lessons from Personio

Breaking the Silence: Strategies for Peer-to-Peer Engagement

One of the most significant hurdles in community management is the 'empty dance floor'—a state where low engagement discourages new participation. At Personio, the challenge was moving beyond a support-heavy environment to a space where members actively upskilled one another. To bridge this gap, the community team shifted focus from answering every question themselves to fostering a culture where customers sought to help their peers.

"We didn't get people to answer each other's questions... we didn't get people to contribute what they already knew about the HR field, how they solve problems to help each other upskill in the field more generally."

The solution involved a transition from transactional rewards to genuine recognition. While scheduled rewards can feel mechanical, Personio found success in "moments of delight" and unexpected surprises. By recognizing the effort members put into their contributions, the team made individuals feel seen and heard, which is a primary motivator for both customers and non-customers alike.

• The 'Analog' Approach: Building trust begins with one-on-one conversations to understand individual motivations.