Higher Logic Blog - Banner

Andy Steggles

Andy is the President and Chief Customer Officer at Higher Logic. He is an industry thought leader and frequent keynote speaker at conferences and events, traveling the globe to educate professionals about the importance of collaborative software, the cloud and the impact technology makes on the community it serves. He is the author of the best selling book Social Networking for Nonprofits. Prior to joining Higher Logic, Andy spent ten years serving as the Chief Information Officer at the Risk & Insurance Management Society, Inc. (RIMS) where he headed their technology and social strategy initiatives.
Find me on:

Recent Posts

How to Build the Business Case for Your Association’s Online Community Strategy

Written by Andy Steggles | on February 14, 2017 at 8:30 AM

There are 6 steps to explaining the business reasons behind your online community.

You’ve spent countless hours interviewing members and pouring over data. You’ve researched techniques, combed the internet for tools, and finally come up with a solution.

The best way for your association to provide long-term value to members is with an online community.

It’s perfect. You can increase non-dues revenue with an online store, deliver benefits with user-generated content, and engage members with discussion forums and blog posts.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Community Management

PREVIEW: Key Findings from the 2016 Community Benchmarking Study

Written by Andy Steggles | on December 20, 2016 at 9:00 AM

Higher Logic Blog_Key Findings Community Benchmarking Study 2016.jpeg

How has community engagement evolved, from setting benchmarks to developing custom measurements for your organization? 

Read More »

There are 0 Comments | Get the conversation started.

Topics: Community Management, Engagement

How Should You Measure Your Community's Engagement and Satisfaction?

Written by Andy Steggles | on November 30, 2016 at 9:00 AM

HigherLogic Blog_Measure Community Engagement and Satisfaction

If you feel like you’re caught trying to go upstream in a surging metrics river, you’re not alone.

But we do have to measure our community activity and member behavior to get a handle on customer satisfaction. The health of a community is dependent on the health of customers’ interactions and feedback.

So we’re faced with two questions: what should we measure, and how? This is when the impending flood of metrics advice and tools looms again. This is when we need to take a step back and define what community success is. To do that, engagement and satisfaction should be separate.

Celebrate and encourage engagement. Focus on collecting and tracking customer feedback. Measure both to see satisfaction trends.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Community Management, Engagement

Engagement and Satisfaction: Is There a Difference?

Written by Andy Steggles | on May 4, 2016 at 8:30 AM

Engagement and satisfaction: is there a difference?

Engagement is a big word these days -- we want everyone in our community to be “engaged.”. We want them to engage with each other, and engage with our organizations. The more engagement, the merrier everyone will be.

This is where so many community builders measure value and a return on investment -- if people are logging into the community, talking to each other, creating content and contributing, that’s a sign they’re satisfied with their membership and see community as an important asset.

But does engagement necessarily equate satisfaction, and shouldyou aim to highly engage everyone?

Read More »

There are 0 Comments | Get the conversation started.

Topics: Engagement

Community Benchmarking by The Numbers [Infographic]

Written by Andy Steggles | on April 25, 2016 at 8:30 AM

Community benchmarking by the numbers infographic

In our 2015 Benchmarking Report, we learned that easy engagement is key for thriving communities. Branded mobile apps and email engagement are big factors in creating frictionless communities.

See the data behind it here.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Community Management, Engagement

Does Email Equal Engagement?

Written by Andy Steggles | on April 4, 2016 at 9:00 AM

Does email equal engagement?

Can old fashioned email spur your community’s engagement? With new technologies, community platforms and collaborative tools, some people say email is going by the wayside. Why use email when we have so many new, fancy tools? But when you look at email activity, this isn’t actually the case -- people still love email. In fact, we’re in a golden age where email is beginning to take off again, especially with the rise of curated newsletters.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Community Management, Engagement

Are Negative Comments In Your Community Bad?

Written by Andy Steggles | on March 24, 2016 at 9:00 AM

Are negative comments in your community bad?

What happens when a member posts a negative or inflammatory comment in your community?

Negative comments, or "detractors," in your community aren’t a bad thing -- you shouldn’t shy away from tension if you want an interesting, valuable and relevant community. In fact, negative comments are usually a great opportunity for an organization to demonstrate transparency and a culture of openness in a controlled area, rather than in places like Facebook, LinkedIn or Yelp where you have no control.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Community Management, Engagement

The Mobile Frontier: Create Frictionless Content and Help Members Engage

Written by Andy Steggles | on March 9, 2016 at 10:00 AM

The mobile frontier: create frictionless content and help members engage

Engagement -- it’s that golden word everyone talks about and one important sign of a healthy community. Part of creating member engagement -- discussions, content creation, connections -- is removing all the barriers you can. For optimal engagement, it’s important that there’s as little friction as possible, which isn’t as hard as you’d think.

Beyond being a buzzword and a broad concept, engagement does actually affect your community’s bottom line. In our 2015 Community Benchmarking Report we looked at data from 80 organizations with online communities, and compared those overall averages and medians from MGI’s 2015 Membership Marketing Benchmarking Report.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Engagement

How Many Community Members Equal Success?

Written by Andy Steggles | on January 25, 2016 at 8:30 AM

How many community members equal success?

I have a simple question -- how many users do you need to be a successful, active community? We talk often about engagement, onboarding new members, ensuring ROI -- all important issues to discuss -- but what about basic numbers?

First, let’s quickly define what I mean by ‘success’ in this post. Each organization has unique needs and definitions of success for their particular community. That’s as it should be -- communities are helpful in a variety of ways and can thrive in all types of organizations. In this post, I’ll broadly define success as an active community with regular, sustainable engagement.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Community Management

What Three Things Motivate Community Members?

Written by Andy Steggles | on January 5, 2016 at 8:30 AM

Motivate_Community_Members_800x300.jpg

How do you create loyal users? That’s the million dollar question (or $245 billion if you’re Facebook).

Last year, I read this TechCrunch article about how to create loyal users in today's sea of options. A big piece of the puzzle is gamification, and I was impressed with the way the article boiled it down using real life examples. Gamification can get complicated, but the author simplified the main points into these three buckets: rewards (the right rewards), frequency and the importance of building a community of people whose opinion we care about.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Community Management, Engagement

Subscribe to the blog by email

Subscribe to the blog by RSS

rssHigher Logic Blog Feed

We're Featured

Association Universe