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Which is More Important in Online Communities: Engagement or Satisfaction?

Written by Andy Steggles | on February 6, 2014 at 11:00 AM

A few weeks ago, Joe Rominiecki wrote a good article addressing the fallacy that higher member engagement leads to higher renewal rates. Instead, he points to Sheri Jacob's new book asserting that it's actually member satisfaction rather than member engagement that drives renewals.

I absolutely agree with Sheri but there is one fundamental flaw with Joe's article: The assumption that the act of consuming content is not an act of engagement. Consumers of content (or "lurkers" as we like to call them) are engaged, it's just a different type of engagement.

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Topics: Online Community Management, Engagement

Forum Software vs. Online Community Platforms: Which is the Best Support Option for Your Company?

Written by Joshua Paul | on February 5, 2014 at 8:30 AM

Where do your customers go for support? Despite the simplicity of the question, there are several factors that make the answer unique to your organization.

The first part revolves around the behavior of your customers. Even though they may prefer to speak with a live person, research indicates that 90% of people go to the web, before calling or emailing your company. Does this stat match your experience with your customers?

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Topics: Online Community Software

Online Community Tips: 9 Ways to Get Vendors to Provide Value, Not Spam

Written by Joshua Paul | on January 30, 2014 at 8:20 AM

This post was written by Tom Chambers, online community specialist and business development manager at Higher Logic.

As an online community manager, you are responsible for ensuring that the vendors and partners in your online customer or member community are providing meaningful answers, resources, and information within your community.

Vendors are not inherently evil and your members were not raised to dislike people who offer solutions to their industry. The quandary of allowing vendors and partners into your online customer or member community stems from not having a well-thought-out vendor program in place.

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Topics: Online Community Management

How to Truly Show Your Online Community Manager Appreciation #CMAD

Written by Joshua Paul | on January 27, 2014 at 11:10 AM

All organizations, from big businesses to small nonprofits, have communities. Organizations of all types depend on strong relationships with their communities of customers, members, partners, donors, and employees to make all of their other strategies possible.

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Topics: Online Community Management

Community Manager Appreciation From Higher Logic

Written by Andy Steggles | on January 24, 2014 at 10:00 AM

Monday, January 27 marks the fifth annual Community Manager Appreciation Day (CMAD). CMAD is a day to appreciate the people who work tirelessly behind the scenes making online communities succeed.

At Higher Logic, we have nothing but respect and admiration for the people who run the 100,000+ communities powered by our platform, not to mention just community managers as a whole. We know the work that goes into managing online communities, from getting users to adopt a new system to mitigating disputes among community members to convincing staff and volunteer leaders to lead by example and participate to navigating new relationships with IT departments - community management is definitely a challenging job.

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Topics: Online Community Management

Is This The Secret Sauce In Active Online Customer Communities?

Written by Joshua Paul | on January 22, 2014 at 8:44 AM

How to Capitalize on One of the Most Underutilized Online Community Management Tools

You have numerous tools at your disposal for growing and managing your online customer community - from content calendars to analytics.

What if there was one tool you weren't using that could make a substantial difference in delivering consistent engagement in your community?

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Topics: Online Community Management, Customer Communities, Customer Engagement

How to Launch a Private Online Community Without Angering Your Customers

Written by Joshua Paul | on January 14, 2014 at 8:30 AM

Change Management Tips to Ease the Transition to a Community-Based Customer Experience

My wife and I love Walt Disney World. Like many people who frequent the parks, we have developed our own ways of avoiding lines, hitting a ton of attractions, and getting the most for our money.

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Topics: Online Community Management, Customer Communities, Customer Experience

6 Smart Companies That Believe Online Communities Are the Future

Written by Joshua Paul | on January 9, 2014 at 11:16 AM

Every day, we are inundated with a deluge of information online. It comes through email, websites, and social networks. It comes from friends, family, business thought-leaders, and professional peers. And just when we think we've gotten on top of all the information being thrown our way, there's even more information to digest.

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Topics: Online Community Software

How to Get Customers or Members to Complete Profiles in Your Private Online Community

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

There many ways that your customers or members can participate in your organization's private online community—from uploading useful documents to asking and answering questions in the discussion forums.

However, it is one of the simplest actions that plays a big role the long-term value and health of your online community. Encouraging your customers or members to not just complete, but maintain regularly-updated profiles is beneficial to both them and your organization.

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Topics: Customer Engagement, Member Engagement

Big List of Online Community Strategy and Management Tips

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

You arrive at your desk each morning with ten impossible things to do before noon. Fires need immediate attention, deadlines get moved up, and priorities change.

This means that you don't always have the time to take advantage of the online community, member engagement, and customer management tips on the online community blog.

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Topics: Online Community Management

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