You can build a world-class community. You can offer services that save time, create value, and spark real growth. But if your members don’t know what’s available, none of it matters.

In this quick but powerful episode, Acterio’s CEO Even and COO David dive into a silent problem that most community builders overlook: the internal visibility gap. It’s not a lack of services. It’s a lack of awareness.

“Have you noticed that even inside the best communities, half the services they offer go completely unseen?” - Even

The “obvious” trap

For community managers, the perks and services feel obvious - because they live in it every day. But for a new member, or even someone who joined months ago, it can be a completely different story.

“Community managers know every in and out of the services and perks they offer as they work with this daily. It becomes their reality and obvious thing for them, thinking it’s obvious for their members as well. But most members only hear about everything once, during a time when they’re busy trying to settle in.” - David

The result? Great offers fade into the background. People forget. They miss opportunities that are sitting right in front of them.

Re-sell the value - over and over

Think about how much time and budget go into marketing your community to new members. But what about the ones who’ve already joined?

“You have to  constantly re-sell the community’s value to existing members, not just new ones.”

Internal promotion needs just as much energy as external marketing. Because retention doesn’t come from a single touchpoint,  it comes from consistent visibility. And that takes intention.

Good offers die in the dark

When members are busy, they won’t go digging through portals or documents. They won’t scroll endlessly to find your hidden value. You need to surface it. Over and over. In ways that are timely, relevant, and easy to act on.

And the cost of not doing this? It’s not just lost usage,  it’s lost trust.

What this means for you

If you’re building a community,  especially one that’s digital, remote, or hybrid - internal visibility has to be intentional. The best offers, services, and member skill sets don’t just need to exist. They need to be discoverable.

 “You have to market your value inside your community as much as outside - or it will die unnoticed.”

 Listen to the full 3-minute clip below for practical insights and real stories that show why internal marketing could be your most underused growth tool.