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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 Characteristics of an Exceptional Online Customer Experience

Written by Joshua Paul | on February 5, 2013 at 10:04 AM

It is true that your customers have a growing number of options for companies to do business with. While your customer base is getting bombarded with messages from competitors every day, it is your business that has the opportunity to stand out.

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Topics: Customer Experience

How to Get Customers or Members Interested in Your Online Community

Written by Joshua Paul | on January 31, 2013 at 8:30 AM

Let's face it: the people who are most excited about your online customer community (at least in the beginning) are you and the people who put in long hours to plan and launch the platform. It is rare that there is a roaming pack of customers or professionals in your industry cruising around looking for a new online community to join.

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Topics: Customer Engagement, Member Engagement

How to Calculate the ROI of Your Online Community

Written by Joshua Paul | on January 29, 2013 at 8:30 AM

On the surface, the ROI of any business strategy seems straightforward. Revenue and operational savings minus the costs of the initiaive gives you a rough return on investment, right? Not quite.

The bad news is that caluclating the return on your investment in your online customer community much more complicated. The good news in that getting the ROI for your online community is more complicated in a way that allows you to both capture the real value that your private online community brings to your organization and make improvements in your approach where necessary.

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Topics: Engagement

5 Business Savvy Ways to Celebrate Community Manager Appreciation Day

Written by Joshua Paul | on January 28, 2013 at 9:18 AM

Today is Community Manager Appreciation Day!

Some community managers will see chocolates on their desk when the roll into the office, other will get kinder-than usual instant messages throughout the day, and the lucky ones might even get taken to lunch.

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Topics: Online Community Management

How to Stay Competitive as Your Industry Goes Social [Social Business Study]

Written by Joshua Paul | on January 25, 2013 at 8:30 AM

Study: Social Software's Importance in Your Business Will Grow 45% in the Next 3 Years

Executives must walk a tight rope on social software. It is true that there is a lot of hyperbole around social strategies. It is also a reality that businesses which don't embrace online community platforms and other social software will get left behind. Your customers expect to be able to engage you in customer communities. You competitors are rapidly researching and implementing social business strategies as well. Where does that leave your organization?

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Topics: Customer Communities, B2B Communities, Customer Engagement

7 Things Customers Hate about Customer Communities on Public Social Networks Like Facebook or LinkedIn

Written by Joshua Paul | on January 23, 2013 at 9:57 AM

How many of you have seen a swarm of emails that looks like this recently?

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Topics: Customer Experience

Online Community Software Costs: 3 Common Types of Licensing

Written by Joshua Paul | on January 18, 2013 at 9:45 AM

After discussions about what it will do and how it could potential benefit your organization, the most common question about new business strategies is:

How much does it cost?

The same is true for online community and social crm strategies.

While all enterprise customer community platforms require some level of budget, the costs of working with each social software provider on your short list vary widely in how they are calculated.

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Topics: Online Community Software

25 Tweetable Online Community Tips from Richard Millington's Book Buzzing Communities

Written by Joshua Paul | on January 15, 2013 at 10:52 AM

Among the fire hose of social media tips being circulated every day, Richard Millington's FeverBee blog is a must-read for online community and social business professionals.

While there isn't anyone who writes more prolifically about online community management than Richard, it is his data-driven approach to online communities of all types and sizes that has put him at the center of an industry that is emerging as an imperative to business growth, marketing success, and relationship building.

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Topics: Online Community Management

5 Signs Your Online User Community Will Thrive in Its First 12 Months

Written by Joshua Paul | on January 10, 2013 at 8:44 AM

Social business investments can be risky. Launching your company's own private social network for customers, employees, or partners can make any businessperson feel somewhat panicky when they do not have all the information they need.

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Topics: Online Community Management

3 New Year's Resolutions That Will Increase Customer Retention [Customer Community Tips]

Written by Joshua Paul | on January 8, 2013 at 8:50 AM

How close are your customers to switching to a competitor? One screw-up? One disregarded request to your support team? One tone-deaf message from customer marketing? Or maybe the next frustrating experience with your product?

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Topics: Customer Retention

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