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Are You Making These Online Community Management Mistakes When Engaging New Members?

Written by Katie Bapple | on September 25, 2014 at 8:30 AM | 3 minute read

In last week's blog article, we covered four quick tips to convert new online community members into regular visitors and contributors.

Since this initiative relates to your online community's member engagement strategy, ”the source of our most frequently heard questions” this week, we're covering the topic again by tipping it on its head.

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Topics: Online Community Management, Member Engagement, Online Community

Customer Experience: Are You Addressing These 12 Critical Points?

Written by Joshua Paul | on September 23, 2014 at 8:30 AM | 5 minute read

Customer experience. It's the new buzzword on the tip of everyone's tongue"”and not without good reason. The Customers 2020 Report claims that by the year 2020, experience will expand its lead over price and product as the key brand differentiator. However, "creating a better customer experience" is a lofty goal that can be difficult to define.

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Topics: Customer Experience, Online Community

Online Community Management: 4 Tips for Turning New Members Into Regular Members

Written by Katie Bapple | on September 18, 2014 at 8:40 AM | 4 minute read

On average, only 10% of new members will participate within their first month of joining an online community. Additionally, the likelihood a new member will engage in the community, or even visit it, drops significantly over time.

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Topics: Online Community Management, Member Engagement, Online Community

8 Questions in Customers' Heads That Impact Customer Retention

Written by Joshua Paul | on September 16, 2014 at 8:30 AM | 5 minute read

By now, you know how important customer retention can be to the future of your business. You know that acquiring new customers costs five times as much as retaining the customers you currently have. You've probably seen research suggesting that improving your customer churn by just 5% can produce a profit increase anywhere from 25-125%. Do you also know that 80% of your future revenue is likely to come from just 20% of your current customers?

The problem with customer retention is that it isn't as simple as "are my customers satisfied with my product?" Just as there are lots of reasons people buy from you, there are also lots of reasons people remain your customers.

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Topics: Customer Retention, Online Community

Why Are Phone Skills Important for Online Community Managers? [Quick Tip]

Written by Katie Bapple | on September 10, 2014 at 9:40 AM | 1 minute read

When people think about online community managers, they often envision a social media ninja who can manage their world with a laptop and a smartphone.

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Topics: Online Community Management, Online Community

Lessons from Years of Creating and Managing Online Communities [Interview]

Written by Joshua Paul | on September 9, 2014 at 8:28 AM | 3 minute read

Higher Logic recently launched a new professional services group to help businesses and nonprofit membership organizations increase engagement and the return on investment of their online communities.

Today, we're going to meet a member of the Higher Logic team. Katie Bapple is an experienced online community specialist who previously planned, launched, and grew many online communities as an online community manager for Toolbox.com and Ziff Davis.

Katie brings her expertise to Higher Logic customers to help them through all phases of the online community strategy and management processes, including defining your community's value proposition, creating content and engagement processes, and reporting on key online community management metrics.

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Topics: Online Community Management, Online Community

CASE, ILTA and SPE Chat About Online Community Engagement Success

Written by Lauren Wolfe | on September 5, 2014 at 11:00 AM | 2 minute read

Clients of Higher Logic and Personify came together last week to discuss the best ways to take advantage of both platforms, and to increase community activity and communication. Currently, over 47 mutual association clients have utilized the Personify Gold Star Integration and Activity Sync back to their databases to offer single-sign-on, secure data exchange and find new engagement opportunities for their online communities.

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Topics: Associations, Online Community Software, Member Engagement, Online Community

10 Elements of a Winning Member Engagement Strategy

Written by Joshua Paul | on August 28, 2014 at 8:21 AM | 5 minute read

If you're involved in community management, you've likely heard of the 90-9-1 principle. The numbers represent speculated percentages of engagement in online communities, with 90% of participants only viewing content, 9% responding to content, and 1% actively participating in the creation of new content.

Even though these numbers are meant to guess at online participation as a whole and not specifically address engagement in online customer or member communities, they still seem pretty dismal. It's difficult not to get discouraged by such speculation when your member engagement is so critical to the success of your online community and association as a whole.

Why is Member Engagement So Important?

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Topics: Member Engagement, Online Community

Hiring an Online Community Manager? 5 Signs You Found a Good One

Written by Katie Bapple | on August 20, 2014 at 8:30 AM | 3 minute read

Hiring an online community manager is one of the most difficult positions for organizations to fill. Since community-based customer relationship strategies are new to many companies, there is often no template for an effective community manager's skills, experience, and personality traits.

There is so much for hiring managers to wrap their arms around when it comes to planning, launching and growing an online customer or member community that nailing down specific responsibilities is often determined after a hire is made. According to initial data from the Community Roundtable's 2014 Community Manager Salary Survey research, "22% of community professionals defined their own role before moving into it."

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Topics: Online Community Management, Online Community

How to Increase Online Community Engagement with Better Calls-to-Action

Written by Joshua Paul | on August 14, 2014 at 8:30 AM | 5 minute read

The foundation of your online customer community is value. It is the value of the information, discussions, and connections that turn an initial visit to the community into a habit. It is things that are important to your community members and worth their time that motivates them to visit, click, and contribute.

To that end, your community management team works tirelessly to support your online community's value proposition and provide engagement opportunities ranging from social participation to live events to learning about how they can expand their relationship with your organization through additional products and services.

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Topics: Online Community Management, Engagement, Online Community

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