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Explore the Higher Logic Blog:Online CommunityMarketing Automation

3 Things Your Conference Attendees Want to Do on Their Phones [Research]

Written by Julie Dietz on December 12, 2016 at 8:30 AM | 5 minute read

77% of people say that when they're attending live events they often (or always) use their smartphones for business. Another 13% say they sometimes use their smartphones, while only 10% say they rarely or never use their phones.

That means that 90% of your event attendees are on their smartphones.

So where are you?

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Topics: Online Community Software, Marketing Automation, Online Community

4 Things To Do Before Starting a Blog Program in Your Customer Community

Written by Katie Bapple | on December 8, 2016 at 8:30 AM | 5 minute read

You did all the work. When you started your customer community, you created the content, wrote the blogs, and encouraged your customers and prospective customers to join. It was all on you.

And to some extent, the pressure will always be on you and your business.

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Topics: Customer Communities, Online Community

5 Must-Haves for Your Mobile Event Experience

Written by Julie Dietz on December 7, 2016 at 8:30 AM | 5 minute read

I hated the last event app I used.

Every time I opened it, I had to sign in all over again. It didn't save my login information, so I had to manually type in my email address and password multiple times a day.

Then, to make matters worse, the app didn't have all the information I needed. It didn't include the event emails detailing lunch options (I had to dig through my inbox), nor did it have session surveys or a map of the conference center.

Have you ever used an app like that?

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Topics: Online Community Software, Marketing Automation, Online Community

Yes, We Opened That Can of Worms

Written by Jenny Taylor | on December 7, 2016 at 8:00 AM | 4 minute read

It’s fun talking about community strategy at the 50,000 foot, theoretical level, but sometimes you need to dig in and ask the nitty gritty questions.

At Super Forum 2016, Higher Logic’s team of six community managers did just that in a two part break out session, “Let’s Open a Can of Worms.” We dove right into the weeds of many topics that community builders deal with every day.

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Topics: Online Community Management, Online Community

Meet Your Community Manager: Will Machin

Written by Molly Talbert | on December 6, 2016 at 8:30 AM | 2 minute read

Ever wonder who the people behind the curtain are here at Higher Logic? We're introducing you to our community managers. They’ll talk about why they love community management, helpful resources to use and weigh in on the dog versus cat debate (as you can see, this is serious stuff…).

In this sixth installment, we’re introducing our newest community manager, Will Machin.

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Topics: Online Community Management, Online Community

Protech Associates Creates “Tier 1 Support on Steroids” [Case Study]

Written by Caitlin Struhs | on December 5, 2016 at 8:45 AM | 7 minute read

Based in Columbia, Maryland, Protech Associates, Inc. provides cloud association management software powered by Microsoft Dynamics CRM and run on the Microsoft Azure cloud. The organization has dedicated more than 30 years to exclusively serving the association community and is continuously looking for ways to improve the products and services it delivers.

In early 2015, Protech realized it needed an online community to enhance its customer support experience. Protech Director of Customer Care Matt Bruffey spearheaded the project, which has become one of Protech’s most valuable benefits for its customers.

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Topics: Engagement, Marketing, User Group Communities, Customer Support, Online Community

How Much Does an Event App Cost?

Written by Christina Green | on December 1, 2016 at 8:30 AM | 5 minute read

If you're considering creating a mobile app for your members, you're not alone. There are roughly 2.2 million apps in the Google Play store and close to 2 million in the Apple App Store. Each of those apps cost quite a bit of money, although how much money ranges from several thousand dollars to several million.

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Topics: Collaboration Tools, Marketing Automation, Online Community

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

Written by Andy Steggles | on November 30, 2016 at 9:00 AM | 4 minute read

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, Online Community

How the Computer in Your Pocket Has Changed Event Attendee Behavior

Written by Julie Dietz on November 28, 2016 at 8:30 AM | 5 minute read

"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: Associations, Member Engagement, Marketing Automation, Online Community

The 2016 Super Forum Community Expert Panel: Highlights

Written by Caitlin Struhs | on November 28, 2016 at 8:30 AM | 7 minute read

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, Online Community Management, Engagement, Online Community

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