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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

Want More Participation in Your Private Online Community? Blogs May Be Your Answer [Infographic]

Written by Joshua Paul | on October 3, 2013 at 10:30 AM

In the first half of this two-part series on blogs in online communities, we discussed the reasons why your online customer or member community should include blogs.

Along with providing an uncomplicated way to help your business or membership organization provide exclusive value to your target audiences, the inherent social-ness of blogs promotes comments and participation in your online community.

The importance of blogs in customer or member communities is illustrated in the following infographic, as well as actionable tips for getting started.

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Topics: Communications, Online Community Management, Engagement

Why Your Online Community Should Include Blogs (Part 1 of 2)

Written by Joshua Paul | on September 25, 2013 at 11:30 AM

Think about the role that you want your online community to play in the lives of your customers, members, or partners.

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Topics: Online Community Management

Creating an Association Online Community that Members Will Use

Written by Joshua Paul | on September 16, 2013 at 8:30 AM

At a recent conference for association executives, I overhead the following conversation between two colleagues:

"We're planning an online community for our members"

"Then, we're going to need to have a social media strategy expert on staff."

"Why?"

"The people who manage our member benefits and keep our community engaged today couldn't possibly do it online". Never mind, I realize how silly that sounds when I say it out loud."

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Topics: Member Communities, Associations, Online Community Software

3 Online Community Presentations for Serious Businesses, Associations, and User Groups

Written by Joshua Paul | on September 9, 2013 at 11:23 AM

The conversation has turned from "will this work" to "how do we make this work."

Increasingly, people are talking about how online communities are delivering tangible results to companies and nonprofit membership organizations. The insight is becoming more clear. The research and success stories are mounting.

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Topics: Online Community Software

What is an Online Community? How Definitions Could be Hurting Your Strategy

Written by Joshua Paul | on August 29, 2013 at 9:35 AM

Online Community vs. Online Community vs. Online Community

When you are getting buy-in for your online community strategy from your senior management team, what do they think you are talking about?

Do they think you are referring to the online community at large, the community of people that your organization interacts with online, or an online community where your customers, employees, or partners can engage one another and support your customers or members.

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Topics: Online Community Management

Online Community Software: How to Bridge the Gap Between Potential and Results

Written by Joshua Paul | on August 20, 2013 at 9:00 AM

At first glimpse, many companies seem to have effectively integrated social business technologies into their marketing processes, customer relationship strategy, and partner programs. However, upon closer look, you'll find, even with the right technology in place, many organizations don't have thriving customer, partner, or employee communities.

According to the findings from the 2013 Social Business Global Executive Study and Research Project by MIT Sloan Management Review, companies struggle not with choosing the right technology; rather they lack the focus needed to ensure that people, processes, and technology are aligned correctly. The MIT study indicated that the three major culprits holding back progress in social business are:

  1. Plan. Lack of an overall strategy
  2. Focus. Too many competing priorities
  3. Value. Lack of a proven business case or strong value proposition
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Topics: Online Community Software

3 Thought-Provoking Online Community Tweets From the Association World

Written by Joshua Paul | on August 13, 2013 at 10:22 AM

As you may know, Higher Logic serves businesses, associations, and technology user groups. This means that we were in the thick of it last week, when one of the major groups in the nonprofit membership world held their annual conference in Atlanta.

While it was great to see friends, customers, and partners, it was the new voices in the area of online community that caught my attention. Based on our conversations with the larger-than-expected number of online community managers at the event, it seems as though the conversation in the association space has shifted from, "Why do I need a community?" to "How can I make my community work?"

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Topics: Associations

How Online Community Software is Redefining Customer Touch Points

Written by Joshua Paul | on August 8, 2013 at 8:30 AM

Do remember the Carousal of Progress at Walt Disney World?

It first debuted at the 1664 New York World's Fair. Along with being a nice break from the crowds and heat, it is one of the remaining attractions that was Walt Disney's idea.

If you haven't been to the Magic Kingdom or might have missed this old attraction tucked away in the back of Tomorrowland, here is the basic idea.

As you sit in the air-conditioned theatre, the stage rotates through six scenes of an audio-animatronic (i.e. Disney robot) family appreciating the evolution of household technology through the decades. The scenes take you from early 1900 to "the future" (as envisioned in the 1960s).

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Topics: Customer Engagement

How to Create an Online Community That Turns Customers Into Advocates

Written by Joshua Paul | on July 30, 2013 at 8:30 AM

Chief Marketing Officers have a lot on their minds - from nuts and bolts lead generation to brand management to partner development. So, it's a big deal that customer engagement tops the list of CMOs priorities. According to a Korn/Ferry International survey, customer engagement leads the list of the things that keep CMOs up at night.

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Topics: Customer Advocacy

Daily Customer Service Checklist for Your Online Customer Support Community

Written by Joshua Paul | on July 16, 2013 at 8:30 AM

The use of online communities for support doesn't correlate to customer engagement being on autopilot.

When you launch an online customer support community, it does not mean that you've created a customer experience where all customer issues are handled by the community.

Once the community reaches critical mass, customers and partners in your online community will do their best to provide answers and insight to your customers. However, that does not by any stretch let your organization off the hook.

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Topics: Customer Success

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