<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=2061863960506697&amp;ev=PageView&amp;noscript=1">
Higher Logic Blog - Banner
Explore the Higher Logic Blog:Online CommunityMarketing Automation

10 Things Every Online Community Manager Should be Testing to Increase Engagement

Written by Joshua Paul | on February 27, 2014 at 10:35 AM | 6 minute read

When you first launch a private online community, your goal is to go from having a non-engaged set of members or customers to a highly engaged community of members or customers. However, that type of transition doesn't just happen overnight.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Member Engagement, Online Community

How to Create a Great Online Customer Portal

Written by Joshua Paul | on February 25, 2014 at 8:25 AM | 5 minute read

The past few years have seen a big shift in customer support as more and more companies offer self-service customer support through online customer and client portals. While a reduction in support center phone calls might seem like it benefits companies the most, a 2012 study from Amdocs suggests that today's customers also prefer an online self-service approach.

In a study conducted by the analyst firm Coleman Parks, gave insight into customer preferences when it comes to their support options. Though the survey targeted smartphone users, the findings apply to other product support as well.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Software, Customer Communities, Customer Support, Online Community

4 Research-Based Tips for Increasing Online Community Activity [Video]

Written by Joshua Paul | on February 20, 2014 at 12:01 PM | 3 minute read

The Virtual Community Summit kicks off in London this week. It is a gathering of some of the brightest people in the online community management and social business strategy world.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Management, Online Community

What Do the Companies With the Best Customer Experience Have in Common? (And How Can You Have It Too?)

Written by Joshua Paul | on February 18, 2014 at 10:55 AM | 5 minute read

With the conclusion of one year and the beginning of another comes the onslaught of "year end" lists identifying the "best and worst" of the past year. From movies, to books, to"”yes, that's right"”even business strategies, practically nothing that happened in 2013 is safe from categorization.

While you may feel inundated with "best and worst of" lists, here's one that deserves special attention: the annual Global Leaders of Customer Experience Management survey.

Image credit: Global Leaders of Customer Experience Management Survey (GLS) 2013

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Experience, Online Community

10 Types of Videos to Increase Engagement in Your Online Community

Written by Joshua Paul | on February 12, 2014 at 9:22 AM | 5 minute read

One of the most common challenges of running a private online community is achieving consistent and continual engagement from customers or members. But that's nothing new to you"”in fact, you probably think about boosting engagement in your online community even more than we write about it - which is a lot.

There's a reason that ways to increase engagement comes up so often on this blog: it's important.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Member Engagement, Online Community

10 Non-Social Media Skills of Great Online Community Managers

Written by Joshua Paul | on February 7, 2014 at 10:15 AM | 5 minute read

While there's no denying there are similarities between public social media networks and private online communities, there are also very distinct differences.

According to online community research and consulting firm, The Community Roundtable, communities and social media fit different types of business strategies. While social media and public social networks align best with less intricate markets and products, online communities are designed to support companies with more complex relationships, products, and customer support needs.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Member Engagement, Online Community

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

Written by Andy Steggles | on February 6, 2014 at 11:00 AM | 3 minute read

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.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Engagement, Online Community Management, Online Community

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 | 6 minute read

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?

Read More »

There are 3 Comments | Join the conversation.

Topics: Online Community Software, Online Community

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 | 4 minute read

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.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Management, Online Community

How to Truly Show Your Online Community Manager Appreciation #CMAD

Written by Joshua Paul | on January 27, 2014 at 11:10 AM | 1 minute read

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.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Management, Online Community

Subscribe to the blog by email

Subscribe to the blog by RSS

rssHigher Logic Blog Feed

Recent posts

We're Featured

Association Universe