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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.
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Recent Posts

How Many Community Members Equal Success?

Written by Andy Steggles | on January 25, 2016 at 8:30 AM | 5 minute read

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.

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Topics: Online Community Management, Online Community

What Three Things Motivate Community Members?

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

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.

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Topics: Online Community Management, Engagement, Online Community

How to Create a Community Culture

Written by Andy Steggles | on November 24, 2015 at 9:30 AM | 4 minute read

As I've blogged about before, I see social networking for businesses as encompassing four quadrants: public social media, social CRM to collect data, social software in the workplace (intranet) and externally facing social software (an open online community). As I detailed in that post, there are many opportunities for companies to leverage multiple social networking elements, especially through an online community.

Publicly facing social sites, like an open community, are especially powerful and offer businesses the ability to interface with customers ‘where they are,’ to monitor what's being said about your brand on those sites and to incorporate that feedback into your organization's overall communications strategy. This transparency not only helps you create a better product, but ‘helps members and customers help themselves’ by allowing them to ask and answer questions as a community.

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Topics: Online Community Management, Customer Experience, Member Experience, Online Community

How to Make Your Trade Association's Online Community Work

Written by Andy Steggles | on September 8, 2015 at 11:00 AM | 3 minute read


Communities benefit all types of organizations—trade associations are no exception. We’re already pretty vocal about how trade associations can use private online communities to collaborate. Now that we’ve (hopefully) convinced you online communities are important in creating value, let’s talk about how to ensure success in your community.

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Topics: Member Communities, Associations, Member Engagement, Online Community

Bring LinkedIn Nonmembers into Your Community

Written by Andy Steggles | on September 3, 2015 at 9:00 AM | 2 minute read


Maybe this sounds familiar to you: your organization has a LinkedIn group with a large contingent made up of both members and non-members. Not long ago, your organization created a separate online community, just for members, that you’re very excited about. Your question: how do you turn the nonmembers on LinkedIn into members on your community site?

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Topics: Social Media, B2B Communities, Online Community

Three Reasons Trade Associations Should Have Online Communities

Written by Andy Steggles | on August 27, 2015 at 3:00 PM | 2 minute read


We believe that all types of organizations can benefit from having an online community. There is so much power in connecting people, spreading ideas and empowering community members. However, depending on who is part of your trade association, members may be hesitant to use an online community at first — their competitors may be part of the same community, reading and contributing to the same conversations. And if that’s the case, why participate if you risk giving away secrets or lending your competitor a hand?

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Topics: Associations, Online Community Software, Collaboration Tools, Online Community

Recognition, Rewards and Gamification for Volunteer Programs

Written by Andy Steggles | on August 20, 2015 at 3:35 PM | 2 minute read

Any volunteer program or system should be easy to use for staff and volunteers alike. Whether you are creating opportunities or joining events and completing tasks, the process needs to feel seamless and keep volunteers coming back for more. This is where recognition, rewards and gamification techniques come in.

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Topics: Volunteer Management, Online Community Management, Online Community, Marketing Automation

How Well Do You Know Your Organization's Volunteers?

Written by Andy Steggles | on August 14, 2015 at 9:00 AM | 2 minute read

Your organization might have members lining up for volunteering opportunities, with event positions always overbooked for help and community discussions and blogs bursting at the seams. But if you are like the average organization, you struggle to gather and redirect your members into volunteer buckets that best suit individual needs and skill sets.

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Topics: Volunteer Management, Online Community

Onboarding Success: How to Engage New Members with Your Online Community

Written by Andy Steggles | on July 29, 2015 at 10:30 AM | 4 minute read

Getting your new members involved in your online community from the start is a good way to build engagement and retention. Plus, thanks to automation, it makes the work of community managers a little less labor-intensive.

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Topics: Community Platforms & Updates, Engagement, Online Community, Marketing Automation

Top Takeaways From the Community Benchmarking Report

Written by Andy Steggles | on July 1, 2015 at 2:05 PM | 2 minute read

 

What’s important for your organization and your member community, and what metrics are best for you to focus on? Basically, how should your community be performing to meet organizational goals?

The best benchmarking and engagement reporting for your community comes from a comprehensive look at your overall best practices for engaging members. This varies depending on the size of your organization, the industry and how involved you already are with training, networking and advocacy programs.

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Topics: Online Community Management, Engagement, Online Community

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