Customer communities are designed to keep your clients engaged, informed, and satisfied with your business so they stay with you longer, making repeat and additional purchases.
Customer communities are designed to keep your clients engaged, informed, and satisfied with your business so they stay with you longer, making repeat and additional purchases.
Topics: Customer Retention, Online Community Management, Customer Engagement, Online Community
Less than half of associations measure key financial or programming metrics for their chapters, according to Mariner Management’s 2016 Chapter Benchmarking Report.
Despite making up such a large part of organizations – the median number of chapters in an association is 51 – that means organizations know very little about their chapters. How are chapter members interacting? What are their priorities? How well are chapters performing?
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Topics: Associations, Online Community Software, Member Experience, Online Community
Advocates are five times more valuable than average customers because they spend more on products and increase product purchases, according to Advocate Marketing.
That’s one of many reasons why organizations in all industries are focusing more on advocates. Higher Logic is no different. We’ve had active advocates in our customer base from the very beginning, but we haven’t had a formal advocacy program until now.
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Topics: Community Platforms & Updates, Customer Advocacy, Online Community, Marketing Automation
Many associations and nonprofits work with data on two levels: organization-wide and individual. They can see both how single members are interacting with their organization and view association-wide results.
Unfortunately, that means that many groups are missing out on valuable information, because most associations aren’t organized only around individual members or organizations. They have groups within them, usually chapters, committees, or special interest groups that combine individuals with similar characteristics or priorities.
If your association has these types of groups under its umbrella, then you need data on those groups in addition to individual and association-wide data. You need data on your segments.
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Topics: Associations, Online Community, Marketing Automation
If your association has chapters, how many does it have? An impressive 84 is the average according to a 2016 benchmarking report from Mariner Management. That’s a significant number and likely means your chapters have a significant influence on your association’s overall performance.
Since 65 percent of associations don’t have any full-time staff devoted to chapter management, however, building solid relationships and increasing chapter performance is often a challenge.
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Topics: Associations, Member Experience, Online Community, Marketing Automation
Eighty percent of your future revenue will come from 20 percent of your existing customers, according to Gartner. For businesses, that’s huge, underscoring just how important it is to focus on customer success and marketing.
If you want to grow your business, you need current customers to keep buying.
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Topics: B2B Communities, Customer Communities, Customer Success, Online Community, Marketing Automation
How do you decide what content goes in your emails?
The best associations don’t just think up something to say because they know they need to keep members engaged – they use personas to help them find the most relevant, helpful information for each member.
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Topics: Associations, Member Experience, Marketing, Marketing Automation, Online Community
You have all the pieces in place in to go mobile – a responsive website, mobile-friendly design elements, even an online community app that lets users receive push notifications and access your community from any device. It's a great plan, especially since studies show that by using apps push notifications in your app, you could increase engagement by 2,770 percent.
There’s just one problem: people aren’t using your app. They’re not even downloading it.
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Topics: Marketing, Engagement, Online Community Management, Online Community
Want some easy to create and implement ideas that will enhance, protect and engage your community?
We’ve been in this industry for more than a decade, so we put together a list of what we consider are seven of the most underutilized online community features and processes. By making the most of these, you can save time and cut down pressure on your staff.
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Topics: Online Community Management, Online Community Software, Engagement, Online Community
Question: With regard to your association, what’s keeping you up at night?
Answer 1: Not gaining new members.
Answer 2: Figuring out how and where to acquire new members.
These aren’t hypothetical examples. They are direct quotes from Marketing General’s 2017 Membership Marketing Benchmarking Report, which lists new member acquisition as one of the top three priorities for associations.
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Topics: Millennials, Associations, Member Experience, Marketing, Online Community
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