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How to Engage Members Without Desk Jobs

Written by Melanie DiGeorge on January 19, 2017 at 8:30 AM

 

How do you engage members who don’t sit in front of a computer all day?

If your community members typically sit at a desk most days, an online community fits more easily into their routine. Not to mention, it’s usually easier to upload materials, reply to discussions and just check in when you’re at a desktop.

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Topics: Communications, Online Community Management, Engagement

Higher Logic Acquires Socious: Building Better Communities Together

Written by Rob Wenger on January 18, 2017 at 12:05 PM

We’ve been busy here at Higher Logic - last September we announced our spot as a Leader in the inaugural IDC MarketScape: Worldwide Online Communities 2016 Vendor Assessment, as well as our new investment and partnership with JMI Equity.

JMI Equity invested in Higher Logic, giving us capital, guidance, the ability to do acquisitions, and access to many of the things we need to keep improving and evolving our community platform for customers. The IDC report notes that building relationships with customers will be the most important business priority over the next 12 months.

We’ve noted the possibility of exploring some acquisitions - looking into companies and vendors that offer great products or services that would expand and enhance our product offering, and therefore assist our customers and prospects in achieving their business goals. And we’ve done just that!

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Topics: Community Platforms & Updates, Communications

Three Analytics Community Managers Need to Track

Written by Calista Rollogas | on January 17, 2017 at 9:00 AM

When it comes to analytics and KPIs, it can be hard for community builders to know exactly what to focus on. Some platforms have dashboards that display the ins and outs of the community, but some community managers work with simpler social media networks, or painstakingly pull Excel spreadsheets with tons of raw data. But what are the important numbers for you to focus on at any given time?

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Topics: Online Community Management, Engagement

4 Stats that Link Customer Satisfaction to Your Online Community

Written by Julie Dietz on January 16, 2017 at 8:30 AM

According to a study from CMX and Leader Networks, improving customer satisfaction is the number one reason why businesses start branded online communities.

That means that businesses are investing big bucks in online community software, community managers, and helpful content to keep their customers happy. But does it work? Do online communities really improve customer satisfaction?

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Topics: Customer Communities, Customer Success, Customer Advocacy

How to Get Your Customers to Sell and Market for You

Written by Julie Dietz on January 12, 2017 at 8:30 AM

You'll easily pay $300-$500 for a new vacuum cleaner. That's why, when I needed to buy a new one recently, I didn't take the decision lightly. I spent over 50 hours researching vacuums online. I went to multiple stores, testing several vacuums as well as questioning the people selling them. I was looking for a clear idea of the winners and losing in the category.

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Topics: Customer Advocacy

A Gaming Company Tamed Toxic Trolling - What They Learned Could Help Your Community

Written by Molly Talbert | on January 12, 2017 at 8:00 AM

Note: Riot Games is not a Higher Logic client, nor did Higher Logic work with Riot Games around this issue. We just found this to be an inspiring story and a great example of fine community management at work. We’re excited to share the story with you.

How do you change the behavior of millions of community members? That’s the problem Riot Games had to solve with their game, League of Legends, when they realized that antisocial behavior - like gamers using racial and homophobic slurs with each other - had reached toxic levels.

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Topics: Online Community Management, Engagement

3 Ways to Engage More Association Members in Your Online Community

Written by Christina Green | on January 11, 2017 at 8:30 AM

Have you ever looked at an optical illusion like the one above? (If not, you have now.) In this example, the first thing that most people see is a white vase.

However, upon closer inspection of the black areas, you notice two faces nose-to-nose. Now that you've seen both the vase and the faces, you can't "un-see" either one. You can never go back to seeing a single image.

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Topics: Member Engagement

Building Inclusive Online Communities

Written by Jessica Fish | on January 10, 2017 at 8:45 AM

What would happen if you asked me for my email address and I told you it was jessicafish@aol.com?

How might your perception of me be shaped by that one piece of information? What if I told you it was a gmail address? Would that draw any reaction at all?

If we’re honest, we all know that we routinely draw multiple, broad conclusions from a single piece of information. Like an email address, or a LinkedIn photo.

This is an example of implicit bias.

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Topics: Communications, Online Community Management, Member Experience

The 2017 Community Management List (What's In & What's Out)

Written by Joshua Paul | on January 9, 2017 at 8:30 AM

I wonder what is was that convinced the last person using dancing palm trees on their website to stop in the late 90s or early 2000s.

Was is feedback from their market, a grouchy boss's comments, or an epic marketing fail?

Have you ever been caught using a tactic or touting a trend when it was past its prime?

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Topics: Online Community Management

The Most Popular Community Management Articles from the Last 12 Months

Written by Julie Dietz on January 4, 2017 at 8:30 AM

With exploding phones, a divisive election, and major international news, 2016 certainly kept up on our toes. But through all the turmoil, we found that associations and businesses remained focused on what they do best - serving their customers and members.

No one is sure how that mission will evolve in 2017, but we know we can learn from the changes and advances from last year. That's why we've put together our 12 top articles from 2016. These articles will give you a head start on 2017, covering topics from member engagement to business management.

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Topics: Online Community Management

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