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Where Do Associations Get the Most ROI from Private Online Communities?

Written by Joshua Paul | on April 30, 2014 at 1:35 PM

Building community and generating member engagement fuel almost every business objective for your association. This includes producing research and content, advocating for your members, and continuing to provide education, support, and networking opportunities for your industry.

Without engaged members, your association has more difficulty efficiently serving its mission. In a way, your members define you. Members' interests, participation, and support (in the form of time and revenue) make what your association does possible. The degree to which members are engaged affects everything from legislative wins to event attendance to member retention rates.

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Topics: Member Communities, Associations

How to Create a Best-In-Class Online Community [Data]

Written by Joshua Paul | on April 24, 2014 at 8:30 AM

The super-smart team at The Community Roundtable recently released the 2014 State of Community Management report. With social technology and business strategies evolving at a rapid pace, they do a great job adapting each year's report to reveal information that is useful to today's business leaders.

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Topics: Engagement

Where Do Businesses Get the Most ROI from Online Customer Communities?

Written by Joshua Paul | on April 22, 2014 at 10:00 AM

Creating an effective customer experience is a top priority for many companies right now. Businesses are spending a lot of time and money trying to understand and properly address both the pre-sales and post-purchase opportunities to engage their customers.

A CEI survey from last year revealed that 86% of buyers would rather pay more for a better customer experience"”but only 1% reported getting the experience they wanted. With such stark data indicating what customers want, why is it so difficult for so many companies to live up to customer expectations?

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Topics: Customer Communities

5 Things NOT to Do When You Respond to Members in Your Online Community

Written by Joshua Paul | on April 16, 2014 at 12:28 PM

So far, you've done everything right. You launched an online customer or member community and ”even better" your community members have become active and engaged participants. Your company or organization is producing insightful, high-quality content and your discussion boards are thriving.

You made the plan, you did the work, and everything is going exactly as you hoped. What could possibly go wrong?

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Topics: Member Engagement

How to Increase Engagement in Your Private Online Community: Six Things to Share

Written by Joshua Paul | on April 11, 2014 at 8:30 AM

Your private online community is only as good as the value it offers members. With as busy as your target audience is, your community has to offer them something of useful and exclusive value to capture their attention, especially among all the other competing forces in their online, work, and personal lives.

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Topics: Customer Communities, Customer Engagement

Volunteer Appreciation Week

Written by Lauren Wolfe | on April 10, 2014 at 10:30 AM

It's National Volunteer Appreciation Week!

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Topics: Volunteer Management, Associations

Six Community Spring Cleaning Tips

Written by Heather McNair on April 7, 2014 at 10:00 AM

Spring has sprung (although you wouldn't know it by frigid temperatures and snow covered lawns). For me, there are few rites of spring more satisfying than the annual clean. It is an opportunity to open the windows, let some fresh air in, and rid ourselves of those dust bunnies. Before you wrap up your spring cleaning, don't forget to spring clean your online community.

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Topics: Online Community Management, Engagement, Marketing, Social Media

Changing Online Community Software Platforms? Work on This One Skill

Written by Joshua Paul | on April 7, 2014 at 8:30 AM

Businesses and membership organizations select an online community software platform when they first launch their community-based on marketing, support, or member benefit strategy. However, one to two years into the initiative, both their strategy and customers' expectations have evolved. Many organizations find that their strategy does not align with the capabilities of their customer or member community.

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Topics: Online Community Software

Six Strategies for Crowdsourcing Ideas in Your Online Customer Community

Written by Joshua Paul | on April 2, 2014 at 9:10 AM

You work hard to add people, content, and tools to your private social community that provide value to your customers or members and keeps them coming back.

However, that is only one half of an effective social community strategy. The best customer community strategies balance benefits to community members with leveraging the community to the meet business-level goals of the host organization.

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Topics: Customer Communities, B2B Communities

How to Uncover Opportunities to Leverage Online Communities at Your Organization

Written by Joshua Paul | on March 25, 2014 at 8:58 AM

An increasing number of companies and membership organizations are implementing online community strategies to maintain better relationships with their customers or members. Online customer communities and member communities deliver tangible benefits to organizations"”ranging from improving customer retention and satisfaction to lowering support costs and recruiting more customer advocates.

Despite this growing popularity, many organizations are still struggling to get from the "why" to the "what" of building a successful community strategy. Often, people hear about active online customer or member communities in their industry or they see competitors launching online community strategies. However, they have trouble getting from "we should look into doing this" to "here is how our organization can leverage these type of strategies."

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Topics: Online Community Software

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