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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

The Guide to Building Your Customer Journey Around Your Online Community

Written by Joshua Paul | on March 25, 2015 at 8:20 AM | 6 minute read

A typical customer journey is a vast and tangled experience. The path your customer take to becoming a customer and staying a customer is rarely straightforward.

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Topics: Customer Communities, Customer Experience, Customer Advocacy, Online Community

Teach This to Your Online Community Members to Grow Participation Faster

Written by Joshua Paul | on March 17, 2015 at 8:25 AM | 5 minute read

Online community management is a vast discipline. Community managers commonly spend their time a variety of ways, such as:

  • Onboarding new members
  • Turning them into contributing members
  • Coordinating content
  • Using the data from your online community to make better business decisions
  • Making sure you spend your community management hours on the right processes and member segments to grow the community

It's safe to say the "to-do" list is fairly long.

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Topics: Online Community Management, Member Engagement, Online Community

What Startups Know About Building Community That Many Bigger Businesses Are Just Finding Out

Written by Joshua Paul | on March 10, 2015 at 9:20 AM | 5 minute read

The significant increase in online community management blogs, resources, and services over the past couple of years suggests that online community strategies are rapidly moving into main stream business strategy discussions. However, for some corners of the business landscape, it's already there. As usual, tech startups are leading the way in making effective use of this emerging approach to marketing and customer management.

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Topics: Online Community Management, Customer Advocacy, Customer Retention, Online Community

6 Ways to Avoid an Online Community Implementation Nightmare

Written by Joshua Paul | on February 24, 2015 at 9:31 AM | 5 minute read

On the surface, an active, well-managed online community may seem like an easy strategy to implement at your organization.

Pick a platform. Start some discussions. Tell your customers or members about it. And you now have an online community. Right?

You may have even participated in strong online communities and thought to yourself, "Hey, we can do that." And while, yes, you certainly can, it's important to recognize the upfront planning work that goes into launching a successful community.

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Topics: Online Community Software, Online Community

How to Sell Your Online Community Strategy to Your Boss: A Proven Framework

Written by Joshua Paul | on February 17, 2015 at 8:30 AM | 5 minute read

Even though online communities have proven to be an effective strategy for many businesses, you can't expect everyone in your organization to fully understand the potential right out of the gate. Whenever you're proposing an emerging strategy, such as bringing your customers, partners, and employees together into an online customer community, you have to work a little bit harder to convince others of the value - even if, to you, it seems quite obvious.

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Topics: Online Community Software, Customer Engagement, Customer Communities, Online Community

How to Get Your Online Customer Community to Deliver a Strong ROI for Your Business - Part 2 of 2

Written by Joshua Paul | on February 12, 2015 at 8:30 AM | 3 minute read

Are you launching an online community for customers or partners of your business? Your first priority is probably getting your target audience to visit and participate in the community often. This is the right first step.

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Topics: Customer Engagement, Online Community

13 Characteristics of Online Customer Communities That Work - Part 1

Written by Joshua Paul | on February 11, 2015 at 9:45 AM | 4 minute read

What does it mean when an online customer community "works"?

It might seem like a simple question at first, but creating a successful and sustainable online community is significantly more complicated than meets the eye.

First of all, claiming your online customer community works well immediately begs the question “who does it work for? Your company? The customers?" This is an important distinction.

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Topics: Customer Communities, Online Community

3 Smart People Who Know How Important Online Customer Communities Will Be to Digital Marketing in 2015

Written by Joshua Paul | on February 3, 2015 at 8:35 AM | 5 minute read

It's no secret that we're big fans of online customer communities and what they are doing for businesses. Obviously, if you follow this blog even a little bit, you're probably well aware of what a great asset online communities are to marketing, sales, support, and product management teams. And while that opinion might seem a little biased, it also comes from a genuine belief in the benefits of highly engaged customers and the enormous potential for company growth that comes from having better customer relationships.

However, while we've been singing the praises of customer communities for quite a while now as we watch our customer repeat the rewards of their online community strategies, it's always nice to see other important figures in the business and marketing world join in the chorus.

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Topics: Customer Communities, Online Community, Marketing Automation

Video: Celebrate Community Managers [Community Manager Appreciation Day] #CMAD

Written by Joshua Paul | on January 26, 2015 at 7:40 AM | 1 minute read

Today is Community Manager Appreciation Day!

Each year, we set aside the last Monday in January to recognize the spirit, expertise, and long hours of our organizations' community managers. If your company is lucky enough to have a community manager in place, then you know that their dedication to building community both online and in person is one of the primary reasons that your organization maintains strong relationships with customers, partners, members, and employees.

Last year, we outlined several ways that you can truly show appreciation for your community managers with a nifty chart worthy of the refrigerator door. Today, Higher Logic is unveiling a shareable video that opens the door further to the world of community managers.

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Topics: Online Community Management, Online Community

Why Online Community Managers Don't Get the Respect They Deserve (And What You Can Do About It)

Written by Joshua Paul | on January 22, 2015 at 11:45 AM | 6 minute read

Online community management is an emerging field that is growing in popularity every month. While this is good news for the wealth of opportunities available to community managers, it also surfaces a problem that many people face once they begin managing online communities for businesses or nonprofit organizations.

Community Managers Don't Get the Respect That Is Owed to Their Role

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Topics: Online Community Management, Online Community

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