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Explore the Higher Logic Blog:Online CommunityMarketing Automation

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

Read Your Community Members' Minds

Written by Heather McNair on May 23, 2016 at 8:30 AM | 5 minute read

It’s true -- you can read minds and predict the future.

Sure, communities can help you with customer acquisition and retention, but they can also help you forecast what your members want or need -- improving your members’ experience and your organization’s bottom line.

How can your community help get you inside a member’s head and learn what they truly think and what they really need?

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

6 Little Things That Frustrate B2B Customers (That You Can Change This Year)

Written by Julie Dietz on May 20, 2016 at 8:30 AM | 6 minute read

Have you ever seen a frozen pond break apart into dozens of floating ice sheets? It goes from a solid ice floor to a dangerous gauntlet of too-thin icebergs bobbing in the freezing water.

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Topics: B2B Communities, Marketing Automation, 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

So Your Members Want to Add More Communities?

Written by Molly Talbert | on May 18, 2016 at 9:00 AM | 4 minute read

Members love your community. In fact, they love it so much they want to create their own, smaller communities for specific groups of people. One enthusiastic group wants a community dedicated entirely to just one of your new products. Recently, a member committee decided to split and branch into two committees -- and, of course, they both want their own communities. A few other members are dedicated sports fans and want to have a fun community dedicated to your local sports teams.

On the one hand, this is great -- only enthusiastic members would want to pioneer their own community. They must really benefit from and enjoy the platform you gave them.

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Topics: Online Community Management, Member Communities, Online Community

Close More Sales Using These 4 Insights From Your Online Community

Written by Julie Dietz on May 18, 2016 at 8:30 AM | 5 minute read

In 1998, marketing guru Seth Godin estimated that the typical consumer came in contact with an average of 3,000 marketing messages per day. Even though that sounds like a lot, that number is only accurate for a world before social media, before smartphones, and before our dependence on e-mail was fully developed. The number has likely skyrocketed.

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Topics: Customer Communities, B2B Communities, Online Community

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

Written by Julie Dietz on May 17, 2016 at 8:30 AM | 4 minute read

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, Marketing Automation, Online Community

Blogs that work...and spread

Written by Josh Bernoff | on May 17, 2016 at 8:30 AM | 5 minute read

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, Online Community

Motivate Members: Intrinsic Rewards That Actually Work

Written by Molly Talbert | on May 16, 2016 at 9:00 AM | 7 minute read

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, Online Community

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