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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

3 Tricks to Make It Easy for Busy Executives to Participate in Your Online Community

Written by Joshua Paul | on May 27, 2014 at 9:30 AM | 3 minute read

In a recent article on the online community blog, we highlighted the importance of getting members of your senior management team to engage in your online customer community or private member community. According to the 2014 State of Community Management report from The Community Roundtable, participation from the c-suite leads to higher levels of engagement from all types of community members.

As easy as it would be to show your executives this data and have them immediately begin actively engaging your online customer or member community, we all know that isn't likely to happen. Executives are busy.

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Topics: Online Community

How to Get Your Leadership Team to Participate in Your Online Community

Written by Joshua Paul | on May 22, 2014 at 8:30 AM | 3 minute read

While you're in trouble if your senior management team doesn't understand or buy into your online community strategy, does it really matter if they themselves don't participate?

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Topics: Engagement, Online Community

Think You Know Your Market? 13 High-Value Insights from Your Online Customer Community

Written by Joshua Paul | on May 15, 2014 at 10:00 AM | 6 minute read

In many cases, your organization is only as good as your insight into your market. This market data is the foundation of decisions about everything from products to positioning to messaging.

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Topics: Customer Communities, Customer Support, Customer Success, Online Community

What to Do When Online Community Members Mention a Competitor

Written by Joshua Paul | on May 13, 2014 at 10:00 AM | 6 minute read

It's bound to happen at some point. Whether it's on a discussion board or in the comments section, the question of your customers, partners, or members mentioning a competitor in your online community isn't an "if", it's a "when."

This is just part of the double-edged sword that makes your community a place your customers feel comfortable to openly ask and answer questions. The open nature of social communities makes it also vulnerable to mentions of your competition.

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Topics: Online Community Management, Online Community

How to Get Buy-In for Your Online Community Strategy From Even Your Craziest Stakeholders

Written by Joshua Paul | on May 8, 2014 at 8:30 AM | 6 minute read

Very few organizations with established an customer base or membership where building communities is not a smart long-term strategy.

When you're pitching your online community strategy, you will probably meet some resistance from various stakeholders in your organization. They will layout arguments that begin with, "Here is why an online community won't work at our organization."

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Topics: Engagement, Online Community

Where Do Associations Get the Most ROI from Private Online Communities?

Written by Joshua Paul | on April 30, 2014 at 1:35 PM | 5 minute read

Building community and generating member engagement fuel almost every business objective for your association. This includes producing research and content, advocating for your members, and continuing to provide education, support, and networking opportunities for your industry.

Without engaged members, your association has more difficulty efficiently serving its mission. In a way, your members define you. Members' interests, participation, and support (in the form of time and revenue) make what your association does possible. The degree to which members are engaged affects everything from legislative wins to event attendance to member retention rates.

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Topics: Member Communities, Associations, Online Community

How to Create a Best-In-Class Online Community [Data]

Written by Joshua Paul | on April 24, 2014 at 8:30 AM | 4 minute read

The super-smart team at The Community Roundtable recently released the 2014 State of Community Management report. With social technology and business strategies evolving at a rapid pace, they do a great job adapting each year's report to reveal information that is useful to today's business leaders.

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Topics: Engagement

Where Do Businesses Get the Most ROI from Online Customer Communities?

Written by Joshua Paul | on April 22, 2014 at 10:00 AM | 4 minute read

Creating an effective customer experience is a top priority for many companies right now. Businesses are spending a lot of time and money trying to understand and properly address both the pre-sales and post-purchase opportunities to engage their customers.

A CEI survey from last year revealed that 86% of buyers would rather pay more for a better customer experience"”but only 1% reported getting the experience they wanted. With such stark data indicating what customers want, why is it so difficult for so many companies to live up to customer expectations?

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Topics: Customer Communities, Online Community

5 Things NOT to Do When You Respond to Members in Your Online Community

Written by Joshua Paul | on April 16, 2014 at 12:28 PM | 4 minute read

So far, you've done everything right. You launched an online customer or member community and ”even better" your community members have become active and engaged participants. Your company or organization is producing insightful, high-quality content and your discussion boards are thriving.

You made the plan, you did the work, and everything is going exactly as you hoped. What could possibly go wrong?

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Topics: Member Engagement, Online Community

How to Increase Engagement in Your Private Online Community: Six Things to Share

Written by Joshua Paul | on April 11, 2014 at 8:30 AM | 4 minute read

Your private online community is only as good as the value it offers members. With as busy as your target audience is, your community has to offer them something of useful and exclusive value to capture their attention, especially among all the other competing forces in their online, work, and personal lives.

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Topics: Customer Communities, Customer Engagement, Online Community

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