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Joshua Paul

Josh has over 18 years of hands-on and executive marketing experience helping companies systematically increase revenue through measurable marketing and sales strategies. Prior to joining Higher Logic, Josh held a variety of senior product management and marketing roles at technology companies. When he is not working, Josh enjoys building businesses, sailing, and spending time with his wife and children.
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Recent Posts

4 Research-Based Tips for Increasing Online Community Activity [Video]

Written by Joshua Paul | on February 20, 2014 at 12:01 PM

The Virtual Community Summit kicks off in London this week. It is a gathering of some of the brightest people in the online community management and social business strategy world.

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Topics: Online Community Management

What Do the Companies With the Best Customer Experience Have in Common? (And How Can You Have It Too?)

Written by Joshua Paul | on February 18, 2014 at 10:55 AM

With the conclusion of one year and the beginning of another comes the onslaught of "year end" lists identifying the "best and worst" of the past year. From movies, to books, to"”yes, that's right"”even business strategies, practically nothing that happened in 2013 is safe from categorization.

While you may feel inundated with "best and worst of" lists, here's one that deserves special attention: the annual Global Leaders of Customer Experience Management survey.

Image credit: Global Leaders of Customer Experience Management Survey (GLS) 2013

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Topics: Customer Experience

10 Types of Videos to Increase Engagement in Your Online Community

Written by Joshua Paul | on February 12, 2014 at 9:22 AM

One of the most common challenges of running a private online community is achieving consistent and continual engagement from customers or members. But that's nothing new to you"”in fact, you probably think about boosting engagement in your online community even more than we write about it - which is a lot.

There's a reason that ways to increase engagement comes up so often on this blog: it's important.

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Topics: Member Engagement

10 Non-Social Media Skills of Great Online Community Managers

Written by Joshua Paul | on February 7, 2014 at 10:15 AM

While there's no denying there are similarities between public social media networks and private online communities, there are also very distinct differences.

According to online community research and consulting firm, The Community Roundtable, communities and social media fit different types of business strategies. While social media and public social networks align best with less intricate markets and products, online communities are designed to support companies with more complex relationships, products, and customer support needs.

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Topics: Member Engagement

Forum Software vs. Online Community Platforms: Which is the Best Support Option for Your Company?

Written by Joshua Paul | on February 5, 2014 at 8:30 AM

Where do your customers go for support? Despite the simplicity of the question, there are several factors that make the answer unique to your organization.

The first part revolves around the behavior of your customers. Even though they may prefer to speak with a live person, research indicates that 90% of people go to the web, before calling or emailing your company. Does this stat match your experience with your customers?

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Topics: Online Community Software

Online Community Tips: 9 Ways to Get Vendors to Provide Value, Not Spam

Written by Joshua Paul | on January 30, 2014 at 8:20 AM

This post was written by Tom Chambers, online community specialist and business development manager at Higher Logic.

As an online community manager, you are responsible for ensuring that the vendors and partners in your online customer or member community are providing meaningful answers, resources, and information within your community.

Vendors are not inherently evil and your members were not raised to dislike people who offer solutions to their industry. The quandary of allowing vendors and partners into your online customer or member community stems from not having a well-thought-out vendor program in place.

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Topics: Online Community Management

How to Truly Show Your Online Community Manager Appreciation #CMAD

Written by Joshua Paul | on January 27, 2014 at 11:10 AM

All organizations, from big businesses to small nonprofits, have communities. Organizations of all types depend on strong relationships with their communities of customers, members, partners, donors, and employees to make all of their other strategies possible.

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Topics: Online Community Management

Is This The Secret Sauce In Active Online Customer Communities?

Written by Joshua Paul | on January 22, 2014 at 8:44 AM

How to Capitalize on One of the Most Underutilized Online Community Management Tools

You have numerous tools at your disposal for growing and managing your online customer community - from content calendars to analytics.

What if there was one tool you weren't using that could make a substantial difference in delivering consistent engagement in your community?

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Topics: Online Community Management, Customer Communities, Customer Engagement

How to Launch a Private Online Community Without Angering Your Customers

Written by Joshua Paul | on January 14, 2014 at 8:30 AM

Change Management Tips to Ease the Transition to a Community-Based Customer Experience

My wife and I love Walt Disney World. Like many people who frequent the parks, we have developed our own ways of avoiding lines, hitting a ton of attractions, and getting the most for our money.

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Topics: Online Community Management, Customer Communities, Customer Experience

6 Smart Companies That Believe Online Communities Are the Future

Written by Joshua Paul | on January 9, 2014 at 11:16 AM

Every day, we are inundated with a deluge of information online. It comes through email, websites, and social networks. It comes from friends, family, business thought-leaders, and professional peers. And just when we think we've gotten on top of all the information being thrown our way, there's even more information to digest.

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Topics: Online Community Software

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