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3 Thought-Provoking Online Community Tweets From the Association World

Written by Joshua Paul | on August 13, 2013 at 10:22 AM | 5 minute read

As you may know, Higher Logic serves businesses, associations, and technology user groups. This means that we were in the thick of it last week, when one of the major groups in the nonprofit membership world held their annual conference in Atlanta.

While it was great to see friends, customers, and partners, it was the new voices in the area of online community that caught my attention. Based on our conversations with the larger-than-expected number of online community managers at the event, it seems as though the conversation in the association space has shifted from, "Why do I need a community?" to "How can I make my community work?"

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Topics: Associations, Online Community

How Online Community Software is Redefining Customer Touch Points

Written by Joshua Paul | on August 8, 2013 at 8:30 AM | 6 minute read

Do remember the Carousal of Progress at Walt Disney World?

It first debuted at the 1664 New York World's Fair. Along with being a nice break from the crowds and heat, it is one of the remaining attractions that was Walt Disney's idea.

If you haven't been to the Magic Kingdom or might have missed this old attraction tucked away in the back of Tomorrowland, here is the basic idea.

As you sit in the air-conditioned theatre, the stage rotates through six scenes of an audio-animatronic (i.e. Disney robot) family appreciating the evolution of household technology through the decades. The scenes take you from early 1900 to "the future" (as envisioned in the 1960s).

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Topics: Customer Engagement, Online Community

How to Create an Online Community That Turns Customers Into Advocates

Written by Joshua Paul | on July 30, 2013 at 8:30 AM | 6 minute read

Chief Marketing Officers have a lot on their minds - from nuts and bolts lead generation to brand management to partner development. So, it's a big deal that customer engagement tops the list of CMOs priorities. According to a Korn/Ferry International survey, customer engagement leads the list of the things that keep CMOs up at night.

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Topics: Customer Advocacy, Online Community

Online Community Resource: Engagement Success Kit

Written by Andy Steggles | on July 17, 2013 at 10:30 AM | 2 minute read

This blog is about presenting thoughts around social business in a broad sense. But when Higher Logic comes out with resources that I think would be useful to anyone interested in private online communities, I'll be sharing them here. Case in point: the 2013 Higher Logic Engagement Success Kit

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

Daily Customer Service Checklist for Your Online Customer Support Community

Written by Joshua Paul | on July 16, 2013 at 8:30 AM | 4 minute read

The use of online communities for support doesn't correlate to customer engagement being on autopilot.

When you launch an online customer support community, it does not mean that you've created a customer experience where all customer issues are handled by the community.

Once the community reaches critical mass, customers and partners in your online community will do their best to provide answers and insight to your customers. However, that does not by any stretch let your organization off the hook.

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Topics: Customer Success, Online Community

5 Top Online Community Articles from the Last 6 Months

Written by Joshua Paul | on July 10, 2013 at 10:19 AM | 3 minute read

The first half of 2013 is behind us. You have 6 fast months left to strengthen the relationships that are important to your organization and meet your 2013 business goals.

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Topics: Online Community Management, Online Community

Shamification: Gamification with a Twist of Social Pressure

Written by Andy Steggles | on June 27, 2013 at 10:00 AM | 2 minute read

Last week I attended an interesting event at Deloitte's Technology Venture Center which has me thinking about the concept of gamification. The presenter, Dan Yates, CEO and Founder of Opower led a discussion about how the use of consumer peer pressure saves money, reduces energy consumption and helped build a multi-million dollar company.

Opower is a SaaS platform which focuses on the energy industry. Yates recognized how incredibly useless a traditional energy bill was and decided to do something about it. After performing some tests, he proved the more traditional utility-to-consumer message of "Save 20% on your energy bill just by doing X,Y or Z" was not working. Yates said how he decided to "benchmark against the norm" by telling customers how they were doing relative to their neighbors. His message was essentially "70% of your 100 nearby neighbors use less energy than you." This new message recognized an almost immediate significant reduction in energy consumption which is what has driven his company through its exponential growth.

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Topics: Online Community Management, Social Media, Online Community

How to Explain Social Business to Senior Management and Co-Workers [Infographic]

Written by Joshua Paul | on June 26, 2013 at 8:30 AM | 4 minute read

"To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others." - Tony Robbins, author, entrepreneur, and motivational speaker

One of the biggest challenges that social business and online community professionals face is communicating their strategy to their peers and leadership. Getting buy-in from the right people in your organization can clear the way for your online community.

Failing to develop understanding among your co-workers and executive backers can result in damage to your credibility on a personal level and competitive disadvantages and operational inefficiencies on a business level.

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Topics: Engagement, Online Community

3 Must-Read Online Community Management Resources You May Have Missed

Written by Joshua Paul | on June 21, 2013 at 12:37 PM | 3 minute read

Are you increasingly hearing about online community management?

It seems that everywhere you turn online, at conferences, on podcasts, and in business meetings, community management is a main topic.

This correlates with the sizable uptick in adoption of online community platforms for customers, employees, and partners by companies and membership organizations (like user groups, associations, and universities).

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Topics: Online Community Management, Online Community

6 Rules for Engaging Younger Customers or Members

Written by Joshua Paul | on June 14, 2013 at 6:49 AM | 5 minute read

If only it were that easy...

If only you could pick the right technology and young people in their twenties and early thirties would flock to your organization, start lasting conversations out of thin air, and become the future leaders of your customer or member community.

If only Twitter was the solution to getting younger customers to use your products. If only your organization's online community software platform was the sole key to grooming the next generation of advocates. If only your $10,000 mobile app could get and keep the attention of Millennials.

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Topics: Customer Engagement, Marketing Automation, Online Community

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