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Measuring Online Member Engagement: Hats Off to You!

Written by Andy Steggles | on June 16, 2014 at 1:00 PM

I know it's tough to keep up with all of the tools and tricks for retaining and engaging your members - hats off to you. When it comes to achieving your organization's goals, you often need to wear many hats. How do you measure online member engagement? And how does it correlate to increased revenue and greater satisfaction?

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Topics: Online Community Management, Member Engagement

The Evolution of Customer Engagement: Where is Your Business?

Written by Joshua Paul | on June 12, 2014 at 12:20 PM

The information age has changed a lot about the way we do things. Companies are marketing products differently, consumers are shopping for those solutions differently, and customer engagement has become more important than ever.

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Topics: Customer Communities, Customer Engagement

Growing an Online Community: 8 Ways to Super-Charge Engagement

Written by Joshua Paul | on June 6, 2014 at 8:30 AM

Building community online can have a big impact on your ability to maintain strong relationships with customers or members. Your organization can then leverage those relationships to achieve a variety of business outcomes—ranging from increasing customer retention and developing customer advocates to creating more innovative products and increasing revenue.

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Topics: Member Engagement

How to Build Customer Loyalty By Giving Insight into Your Organization

Written by Joshua Paul | on May 29, 2014 at 8:30 AM

As with any good partnership, your relationship with your customers is a two-way street. Not only do you need to understand your customers' needs and goals, but your customers need to have an understanding of your company and how it works.

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Topics: Customer Engagement

3 Tricks to Make It Easy for Busy Executives to Participate in Your Online Community

Written by Joshua Paul | on May 27, 2014 at 9:30 AM

In a recent article on the online community blog, we highlighted the importance of getting members of your senior management team to engage in your online customer community or private member community. According to the 2014 State of Community Management report from The Community Roundtable, participation from the c-suite leads to higher levels of engagement from all types of community members.

As easy as it would be to show your executives this data and have them immediately begin actively engaging your online customer or member community, we all know that isn't likely to happen. Executives are busy.

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Topics: Online Community Software

How to Get Your Leadership Team to Participate in Your Online Community

Written by Joshua Paul | on May 22, 2014 at 8:30 AM

While you're in trouble if your senior management team doesn't understand or buy into your online community strategy, does it really matter if they themselves don't participate?

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Topics: Engagement

Think You Know Your Market? 13 High-Value Insights from Your Online Customer Community

Written by Joshua Paul | on May 15, 2014 at 10:00 AM

In many cases, your organization is only as good as your insight into your market. This market data is the foundation of decisions about everything from products to positioning to messaging.

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Topics: Customer Communities, Customer Support, Customer Success

Three Critical Must-Do's for Member-Onboarding Success

Written by Andy Steggles | on May 13, 2014 at 11:00 AM

Launching a new community is exciting, and overwhelming. Your online community is an incredible tool that can be used to fully embrace new members and, at the same time, increase your overall level of member engagement. It can be easy to get so caught up in the details of planning and launching your community that you forget one key component: getting people to participate when it's live.

Assuming you've fully launched your community, one of the most important next steps is to ensure any new member to the organization is properly onboarded and welcomed into that community. For most organizations, the new member will be the most likely not to renew.

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Topics: Community Platforms & Updates, Communications, Member Engagement

What to Do When Online Community Members Mention a Competitor

Written by Joshua Paul | on May 13, 2014 at 10:00 AM

It's bound to happen at some point. Whether it's on a discussion board or in the comments section, the question of your customers, partners, or members mentioning a competitor in your online community isn't an "if", it's a "when."

This is just part of the double-edged sword that makes your community a place your customers feel comfortable to openly ask and answer questions. The open nature of social communities makes it also vulnerable to mentions of your competition.

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Topics: Online Community Management

How to Get Buy-In for Your Online Community Strategy From Even Your Craziest Stakeholders

Written by Joshua Paul | on May 8, 2014 at 8:30 AM

Very few organizations with established an customer base or membership where building communities is not a smart long-term strategy.

When you're pitching your online community strategy, you will probably meet some resistance from various stakeholders in your organization. They will layout arguments that begin with, "Here is why an online community won't work at our organization."

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Topics: Engagement

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