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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

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

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

Changing Online Community Software Platforms? Work on This One Skill

Written by Joshua Paul | on April 7, 2014 at 8:30 AM

Businesses and membership organizations select an online community software platform when they first launch their community-based on marketing, support, or member benefit strategy. However, one to two years into the initiative, both their strategy and customers' expectations have evolved. Many organizations find that their strategy does not align with the capabilities of their customer or member community.

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Topics: Online Community Software

Six Strategies for Crowdsourcing Ideas in Your Online Customer Community

Written by Joshua Paul | on April 2, 2014 at 9:10 AM

You work hard to add people, content, and tools to your private social community that provide value to your customers or members and keeps them coming back.

However, that is only one half of an effective social community strategy. The best customer community strategies balance benefits to community members with leveraging the community to the meet business-level goals of the host organization.

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Topics: Customer Communities, B2B Communities

How to Uncover Opportunities to Leverage Online Communities at Your Organization

Written by Joshua Paul | on March 25, 2014 at 8:58 AM

An increasing number of companies and membership organizations are implementing online community strategies to maintain better relationships with their customers or members. Online customer communities and member communities deliver tangible benefits to organizations"”ranging from improving customer retention and satisfaction to lowering support costs and recruiting more customer advocates.

Despite this growing popularity, many organizations are still struggling to get from the "why" to the "what" of building a successful community strategy. Often, people hear about active online customer or member communities in their industry or they see competitors launching online community strategies. However, they have trouble getting from "we should look into doing this" to "here is how our organization can leverage these type of strategies."

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Topics: Online Community Software

How to Ace an Online Community Manager Job Interview

Written by Joshua Paul | on March 19, 2014 at 8:30 AM

Just as the popularity of private online communities is rapidly growing, so is the need for an effective online community manager. A position that barely registered as a Google search term just a few years ago has now become must-have role for many organizations.

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Topics: Online Community Management

Lessons for Online Community Managers from Ellen's "Tweet Heard 'Round the World"

Written by Joshua Paul | on March 12, 2014 at 7:20 AM

Many in the media have said that the 2014 Oscars were the most successful in history. More people watched the broadcast; more people enjoyed the show; and more people kept talking about it online and otherwise once the lights went down.

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Topics: Online Community Management, Engagement, Social Media

How to Accurately Calculate Your Customer or Member Retention Rate

Written by Joshua Paul | on March 6, 2014 at 11:42 AM

Where do you spend more of your time "” discussing how to get more customers or members "” or how to keep the customers or members that you have?

According to Google over the past decade, we, as a society, clearly spend more of our time looking for ways to grow our organizations than we do trying to keep our current customers or members.

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Topics: Member Retention, Customer Retention

How to Create an Engaging User Group Community Website

Written by Joshua Paul | on March 4, 2014 at 8:30 AM

The first user groups were launched in the 1950s. People using technology, such as IBM's mainframe systems, came together into loose clubs to support each other, spread best practices, and share ideas. From the dawn of the micro-computing revolution through the proliferation of web-based software, software and technology user groups have grown in importance and numbers.

While user groups have their roots in early technological platforms, today, user groups are a major force behind the voice of customers for almost all software and technology companies. While many in the business technology arena have been members of, worked alongside, or operated on the periphery of user groups, user group management is still a fuzzy concept due to their organic origins.

  • Should your company run the user group or should it be run by your customers?
  • Can you still get the customer advocacy and product feedback benefits if your user group is not fully run by volunteers?
  • Where do you find people willing to dedicate their time to setting up your user group?
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Topics: User Group Communities

10 Things Every Online Community Manager Should be Testing to Increase Engagement

Written by Joshua Paul | on February 27, 2014 at 10:35 AM

When you first launch a private online community, your goal is to go from having a non-engaged set of members or customers to a highly engaged community of members or customers. However, that type of transition doesn't just happen overnight.

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Topics: Member Engagement

How to Create a Great Online Customer Portal

Written by Joshua Paul | on February 25, 2014 at 8:25 AM

The past few years have seen a big shift in customer support as more and more companies offer self-service customer support through online customer and client portals. While a reduction in support center phone calls might seem like it benefits companies the most, a 2012 study from Amdocs suggests that today's customers also prefer an online self-service approach.

In a study conducted by the analyst firm Coleman Parks, gave insight into customer preferences when it comes to their support options. Though the survey targeted smartphone users, the findings apply to other product support as well.

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Topics: Customer Communities, Online Community Software, Customer Support

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