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How to Use Online Activity Data to Know If a Customer Might Leave You (Without Hearing It From Them)

Written by Julie Dietz on May 6, 2016 at 8:30 AM | 5 minute read

There are at least two things we know for sure about customer retention:

  1. Keeping the customers you already have is crucial to the success of your business.
  2. Customers are harder to keep today than ever before.

According to recent research from Accenture, 46% of customers in the United States say they're more likely to switch providers now than they were 10 years ago. That's likely because customers today have more accessible information and options, meaning they are constantly aware of their choices.

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Topics: Customer Communities, Customer Engagement, Customer Retention, Online Community

NextDoor Neighbors Make Great Online Communities

Written by Molly Talbert | on May 5, 2016 at 9:00 AM | 4 minute read

 

You’re going on a week-long South Pacific vacation next month and need a house sitter. How do you find someone you trust enough to take care of your dogs and house?

Maybe you know someone who knows someone who has an awesome house sitter. Or, you could go online, scout what’s on Yelp and trust the advice of strangers.

Or, you could log onto NextDoor and see who your closest neighbors recommend.

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Topics: Online Community Management, Online Community

Online Communities vs. Forums vs. Portals vs. Knowledge Bases: What's the Difference?

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

What's in a name? When it comes to defining online communities and other customer engagement platforms, it turns out the answer is, actually, quite a lot.  

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Topics: Community Platforms & Updates, Online Community Management, Online Community Software, Online Community

Engagement and Satisfaction: Is There a Difference?

Written by Andy Steggles | on May 4, 2016 at 8:30 AM | 4 minute read

Engagement is a big word these days -- we want everyone in our community to be “engaged.”. We want them to engage with each other, and engage with our organizations. The more engagement, the merrier everyone will be.

This is where so many community builders measure value and a return on investment -- if people are logging into the community, talking to each other, creating content and contributing, that’s a sign they’re satisfied with their membership and see community as an important asset.

But does engagement necessarily equate satisfaction, and shouldyou aim to highly engage everyone?

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

Master the Art of Upselling, Upgrades, and Add-ons

Written by Julie Dietz on May 3, 2016 at 8:30 AM | 4 minute read

If you were brainstorming a business plan, what would it include? An exceptional product? A killer design? A team that runs like a well-oiled machine? If you're a savvy business person these things popped into mind, but so did marketing, sales, and revenue goals as well.

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Topics: B2B Communities, Customer Success, Marketing Automation, Online Community

How to Become a Community Manager

Written by Lindsay Starke | on May 3, 2016 at 8:00 AM | 3 minute read

There’s no one right way to run a community, so it should come as no surprise to anyone that there’s not a single path to becoming a community manager. In fact, when people ask me about what makes someone great at community management, I tend to describe more personality traits than anything else: adaptability, curiosity, an analytical mind.

And yet, there are plenty of things you can do to prepare yourself for getting a job as a community manager. Most of these fall into one of three categories.

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Topics: Online Community Management, Online Community

How to Get Customers to Create Content That's Ranked Highly on Google [SEO Tips]

Written by Julie Dietz on May 2, 2016 at 8:30 AM | 5 minute read

How important is being highly ranked in search results? Research from popular marketing software company, HubSpot, suggests that 75% of Internet users never even bother clicking through to the second page of results, which means being highly ranked could make or break your organization.

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Topics: Engagement, Online Community

Go Beyond Traditional Customer Experience

Written by Heather McNair on May 2, 2016 at 8:00 AM | 5 minute read

Can you name any companies that go beyond tradition to create positive customer experiences?

One of the most iconic examples is Ritz-Carlton. No matter which one you stay in, guests expect -- and receive -- excellent, individualized service. They revolutionized what luxury hotel service looks and feels like, creating a gold standard that many luxury hotels now use.

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Topics: Customer Experience, Online Community

How to Inspire Fierce Customer Loyalty (plus 9 other insightful resources)

Written by Julie Dietz on April 29, 2016 at 8:30 AM | 3 minute read

Every week we aim to make your life easier by compiling the best online community articles from around the web right here on our blog. This week, our favorite articles focus on tips for jumpstarting customer loyalty and digital engagement.

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Topics: Customer Experience, Customer Advocacy, Online Community

What Are They Telling You? Using Online Community Data to Create Experiences Your Members Will Love

Written by Julie Dietz on April 29, 2016 at 8:00 AM | 5 minute read

I may be dating myself, but see if you can place these lyrics:

Sometimes you want to go where everybody knows your name,

and they're always glad you came.

If you said it's a line from the Cheers theme song, you're right. If you didn't know it, hey, at least you're young.

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Topics: Member Communities, Associations, Online Community Software, Member Experience, Online Community

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