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What is Net Negative Churn (And Why Do You Want It)

Written by Julie Dietz on May 17, 2016 at 8:30 AM

It's hard to pinpoint a single reason that your customers either stay with you or leave. However, if there's one thing we know for sure, it's this: change leads to churn. Customers will change their minds. Your services will evolve, and no matter what you do, your products or services aren't always going to be the right fit for every person every time.

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Topics: Customer Retention, Customer Success

Blogs that work...and spread

Written by Josh Bernoff | on May 17, 2016 at 8:30 AM

Blogging is writing with a dual purpose. Effective blog posts both educate the reader and benefit the writers -- or the writer’s organization. Let’s take a look at how to do that well.

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Topics: Communications, Engagement, Marketing

Motivate Members: Intrinsic Rewards That Actually Work

Written by Molly Talbert | on May 16, 2016 at 9:00 AM

Everyone has their own engagement theories for fostering interaction within online communities. Some engaged communities appear effortless while others remain stagnant, with occasional spurts of activity. So, what gives? What’s the trick for building sustainable, steady engagement?

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Topics: Engagement, Member Experience

What is Social Selling and Why Should You Be Doing It?

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

Sales techniques are like empires, they rise and fall with the changing the times, and it seems like every few years there's a new method for connecting with customers and closing deals. One of the most recent techniques that's been getting attention – and results – is social selling.

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Topics: Social Media, Customer Communities, B2B Communities

How Customer Engagement Increases Existing Customer Sales

Written by Julie Dietz on May 13, 2016 at 8:30 AM

There are ups and downs in the stock market, in housing prices, in consumer sales. These trends, even though they're important, are something we're used to, so when a new, important business trend comes along we may or may not pay attention.

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Topics: Customer Engagement

Why Aren’t Members Opening Your Emails?

Written by Molly Talbert | on May 12, 2016 at 9:30 AM

Getting people to open emails can be a frustrating, fruitless task. Especially when a big part of your job is communicating to members through email -- depending on your industry and the types of emails you send, what’s considered good open rates can look pretty low.

So how do you turn the tides and get people to open your messages?

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Topics: Online Community Management, Engagement, Member Experience

Tips for Creating a Killer Online Customer Experience

Written by Christina Green | on May 12, 2016 at 8:30 AM

Your online customer experience is a vast, sometimes intimidating concept to tackle, made up of all your company's interactions with customers online. It's also something that almost every organization wants to improve, and we'd like to help.

However, since there have been books written about improving the online customer experience, this article will stick to only primary touchpoints directly within your control - aka the web properties you own.

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Topics: Customer Engagement, Customer Experience, Customer Success

What does your community have in common with Alfred Hitchcock?

Written by Heather McNair on May 11, 2016 at 9:30 AM

Alfred Hitchcock employed a unique technique when writing movie screenplays. He famously had two scripts – a blue script and a green script.

The blue script had all the things you’d normally see in a script: each actor’s lines, cues, and stage directions. The green script contained information about how he wanted the viewer to feel – what emotions he was trying to elicit – at every single moment of the movie.  

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Topics: Online Community Management

How to Triple Your Customer Advocates in One Week

Written by Julie Dietz on May 11, 2016 at 8:30 AM

In a perfect world, all of your customers would be highly engaged with your brand, vocal supporters of your products, and consistently make repeat purchases. Sounds pretty nice, doesn't it?

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Topics: Customer Experience, Customer Advocacy

3 Ways Marketing Agencies & Consultants Can Turn Overservicing Into Relationships and Revenue

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

As a professional agency or consultant, you provide high quality services and are paid accordingly, right? Think about it. Maybe this is true, but maybe it's not. According to a recent SoDA report, at least 49% of agencies have reported a profit loss due to overservicin that is, giving their clients too much high quality service and not being paid for it.

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Topics: Customer Success

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