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Molly Talbert

Molly is a content writer at Higher Logic and regular contributor to the blog. Previously, she did client services and social media for a small leadership development company. In her down time, Molly reads through the internet, bikes, hikes and day dreams about her home state, New Mexico. She graduated from Middlebury College in Vermont where she studied the environment and writing, learned how to mountain bike through mud and helped edit the student newspaper.
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Recent Posts

Member Feedback is Critical to Online Community Success

Written by Molly Talbert | on June 21, 2016 at 8:00 AM | 5 minute read

Feedback is the way you grow your community -- in size, in maturity and in engagement rates. Out of that growth and collaboration your organization can create better products, a thriving community, a healthy culture and a stronger company.

But you can’t grow unless you collect data. And the way you collect data should be strategic, since it will affect all aspects of your community and company -- including growth.

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Topics: Online Community Management, Customer Engagement, Member Engagement, Online Community

Let Your Community Tell a Story - Like AirBNB

Written by Molly Talbert | on June 15, 2016 at 8:30 AM | 7 minute read

AirBNB is more than just a company -- it’s a community of hosts and travelers from around the world who meet each other online and, somehow, trust each other enough to meet up in real life. To build trust -- between community member and company, between host and guest -- AirBNB relies on their strong community culture, both on- and off-line.

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Topics: Online Community Management, Online Community

Customer Success Should Strive for Empathy - And Community Helps

Written by Molly Talbert | on June 14, 2016 at 8:30 AM | 5 minute read

Here’s the situation: you can’t figure out the new software your company is making you implement. You call customer success and get this response: “Sounds like you’re in a tough position and have lots to learn. How can I best help you figure out this software so you can do your job?”

That’s empathy.

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Topics: Customer Communities, Customer Success, Online Community

How to Win Friends and Influence People: Three Lessons for Community Managers

Written by Molly Talbert | on June 9, 2016 at 8:30 AM | 6 minute read

I’m sure you’ve heard of it, but have you actually ever read Dale Carnegie’s book, “How to Win Friends and Influence People”? If not, you probably should -- it’s an important read for anyone, but especially community professionals.

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Topics: Online Community Management, Engagement, Member Experience, Online Community

Why Aren't We More Obsessed With the Mobile Community Experience?

Written by Molly Talbert | on June 8, 2016 at 8:30 AM | 4 minute read

It’s a no-brainer to say mobile is bigger than ever. People are attached to their phones and use them in almost every part of their lives, from connecting with friends, to ordering pizza, to tracking sleep and exercise. And almost every industry is stepping up to the plate, bringing better mobile options to their audience.

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Topics: Online Community Management, Engagement, Online Community Software, Member Experience, Online Community

The Lure of Exclusive Communities

Written by Molly Talbert | on June 2, 2016 at 9:00 AM | 6 minute read

There are many reasons to have an open community where anyone with an internet connection can participate.

Why let in the masses? Opening your community can greatly increase your search engine optimization, bring in prospective members and show the world you’re transparent -- and how much your members love you.

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Topics: Online Community Management, Online Community

Startup Success the Community Way

Written by Molly Talbert | on June 1, 2016 at 8:30 AM | 4 minute read

Starting a business is hard. Even if you have an excellent product or service idea and a detailed business plan, plenty of funding and a smart co-founder, you’ll inevitably hit bumps in the road or stumble across problems you didn’t even know existed. (If you want an in-depth look at these types of trials and tribulations, check out the podcast, StartUp. Definitely start at the very beginning -- it’s worth getting the whole story.)

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

What Makes Lyft Different

Written by Molly Talbert | on May 25, 2016 at 9:00 AM | 6 minute read

The sharing economy is big these days, with new companies popping up -- and fading away -- almost daily. And there’s big money to be made, both for the companies providing the platform and for the people using them -- think of Uber and Getaround for transportation, AirBNB for accommodations and LendingClub for loans. Lyft is in this same group and, although significantly smaller than Uber, is still a unicorn (a private company worth over a billion dollars).

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Topics: Engagement, Marketing, Online Community

Do's and Don'ts for Engaging Lurkers in Community

Written by Molly Talbert | on May 24, 2016 at 8:00 AM | 6 minute read

Every community has them -- those people who watch from the sidelines but never participate. Lovingly called “lurkers,” people often wonder: do they add value? And how can I nudge them towards becoming a regular poster?

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Topics: Online Community Management, Engagement, Online Community

Four Reasons Your Marketing Team Needs Community

Written by Molly Talbert | on May 19, 2016 at 8:30 AM | 4 minute read

Could your marketing department benefit from your organization’s community?

It doesn’t matter what your community is for or why your organization decided to establish one -- it can be a powerful tool for your marketing department. No, that doesn’t mean you can dump all your marketing materials on top of your community members, or that you should blatantly upsell them certain products (community can help with cross promotion if done correctly). But it does mean that your marketing team can learn what makes your members tick and how to bring in more leads.

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Topics: Communications, Marketing, Marketing Automation, Online Community

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