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How Should You Measure Your Community's Engagement and Satisfaction?

Written by Andy Steggles | on November 30, 2016 at 9:00 AM

If you feel like you’re caught trying to go upstream in a surging metrics river, you’re not alone.

But we do have to measure our community activity and member behavior to get a handle on customer satisfaction. The health of a community is dependent on the health of customers’ interactions and feedback.

So we’re faced with two questions: what should we measure, and how? This is when the impending flood of metrics advice and tools looms again. This is when we need to take a step back and define what community success is. To do that, engagement and satisfaction should be separate.

Celebrate and encourage engagement. Focus on collecting and tracking customer feedback. Measure both to see satisfaction trends.

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Topics: Online Community Management, Engagement

How the Computer in Your Pocket Has Changed Event Attendee Behavior

Written by Julie Dietz on November 28, 2016 at 8:30 AM

"There is no reason anyone would want a computer in their home."

What a spectacularly incorrect statement.

Ken Olsen, founder of Digital Equipment Corporation (which has since been acquired by Compaq, then Hewlett-Packard), said this in 1977. Now, less than 40 years later, we not only have computers in our homes, we have them in our pockets, purses, and even our jewelry.

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Topics: Member Engagement

The 2016 Super Forum Community Expert Panel: Highlights

Written by Caitlin Struhs | on November 28, 2016 at 8:30 AM

We were honored to host four renowned community thought leaders at this year’s Super Forum. It was a vibrant discussion that included data versus passion in community, engagement as it relates to retention, the state of community management, and influencing community behavior.

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Topics: Community Platforms & Updates, Communications, Online Community Management, Engagement

Need to Improve Your Cybersecurity? Start with These 3 Tips

Written by Steve Balthazor on November 23, 2016 at 8:30 AM

DDoS "“ distributed denial of service. Even a few years ago that phrase was relatively obscure, known mostly to computer security experts, programmers, and those who were technically-minded. To the rest of us, it was just another acronym.

Now, you may regularly hear about DDoS attacks and other cybersecurity threats over your morning cup of coffee. Even alarming stories about stolen logins, passwords, addresses, and credit card information have become commonplace.

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Topics: Online Community Software

Is Your Community Charitable?

Written by Lauren Wolfe | on November 22, 2016 at 10:30 AM

 

Thanksgiving kicks off the holiday season. At Higher Logic, we have a lot to be thankful for this year. We were reminded of this last week during our seventh Higher Logic Super Forum - we have so many awesome clients!

As important as it is to be thankful, we’ve been thinking about how to give back using the power of community - especially the online communities we spend our days building, which have so much potential for good.

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Topics: Online Community Management, Volunteer Management

How the Customer Support Funnel Works for an Online Community

Written by Hunter Montgomery | on November 17, 2016 at 3:30 PM

Funnels, chutes, hourglasses - they’re all used to help us plan the customer’s journey with our organization (or maintain a particularly organized baker’s kitchen - depends on your audience).

There are tons of models and terms we can use when we talk about customer acquisition, and getting people to engage with your brand or organization.

Online communities are no different. So, what shape should you use? How are you getting people engaged in the first place, and how do you make them stay?

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Topics: Customer Communities, Customer Engagement, Customer Support

Customer Engagement Takes Center Stage at INBOUND 2016

Written by Julie Dietz on November 16, 2016 at 8:30 AM

"This is going to be very unusual advice from a guy who runs a sales and marketing software company, but take dollars from sales and marketing. Put it in products and services and customer delight." Brian Halligan, CEO and Founder of HubSpot

When Brian Halligan, one of the men widely credited with coining the term "inbound marketing" tells you to take resources away from marketing, you know there's a major shift happening.

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Topics: Customer Engagement

The Objectives Behind Creating Your Online Community

Written by Lauren Perkins | on November 15, 2016 at 8:30 AM

Creating a community may seem like a daunting task. This month we will describe some of the main objectives that will help streamline the process. If you already have a community, these objectives can help you validate the value while re-grounding your team and stakeholders.

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Topics: Communications, Online Community Management, Engagement, Marketing

Is Your Retention Marketing Plan Inbound-y Enough?

Written by Julie Dietz on November 14, 2016 at 8:30 AM

Which is easier for you to pinpoint, the number of new customers you won last quarter or the number of current customers who left your company?

For most businesses, it's easier to rattle off new customer numbers. That's because the majority of marketing and sales efforts (and executive focus) go toward attracting and winning new customers. Every day, marketers are becoming more and more efficient at winning new business through digital relationship-building approaches like inbound.

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Topics: Communications, Customer Experience, Customer Retention, Customer Success

3 Must-Haves in Your Marketing Technology Stack (#3 Might Surprise You)

Written by Julie Dietz on November 10, 2016 at 8:30 AM

What's the first thing you do every day? Besides checking your email and Facebook notifications.

For me (and many other marketers), it's logging in to my marketing software and checking the day's stats. I look at how many people are visiting my website, converting on offers, and moving down the funnel that my coworkers and I painstakingly created.

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Topics: Marketing

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