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12 Roles that Employees Must Play in Your Online Customer Community

Written by Joshua Paul | on February 19, 2013 at 8:41 AM

It takes a village to keep a customer happy.

Branded customer communities rarely form organically, nor can the operation and success a strategy as central as a private online community ride on the shoulders of one individual. It takes a village of staff members.

When a business uses an online customer community to increase the value of doing business with the company and manage customer relationships, there are many roles that have to be filled to maintain the level of support, engagement, and benefit that your customers and executives expect.

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Topics: Customer Communities

Online Community Platform Success: 4 Keys to Social Software Adoption

Written by Joshua Paul | on February 13, 2013 at 8:20 AM

The use of online communities to manage customer relationships is still an emerging business strategy for most organizations. For many of Socious' customers, implementing our online community software is their first serious attempt at planning, launching, and growing an online customer or member community.

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Topics: Engagement, Online Community Software

How to Sell Your Online Customer Community Strategy to the C-Suite

Written by Joshua Paul | on February 7, 2013 at 8:30 AM

You've done your research. You've developed a sound plan. Now, you must sell your online customer community strategy to your boss's boss.

Getting a meeting with top-level executives is a great opportunity. While they are very busy people, setting up a block of time to talk to them about your online community strategy is critical to securing funding, solidifying buy-in, and setting expectations for the long haul that is community-building. You need to make sure that you are taking full advantage of it so that it is not a chance wasted.

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Topics: Customer Communities, Online Community Software

Conferences: How to Use Member Profiles to Reduce Frustration Among Attendees and Sponsors

Written by Joshua Paul | on February 6, 2013 at 8:30 AM

Guest Post: Meagan Rockett is Director, Client Solutions with Greenfield Services, Inc.. She works closely with professional and trade associations in consulting and implementing unique strategies to increase all aspects of member engagement.

Associations that have a tradeshow will have to seek out sponsors and exhibitors every year. Some match these suppliers to their delegate needs and requirements (and do a great job at it!), and many do not. In this blog, I am going to address those who do not.

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Topics: Customer Engagement

4 Characteristics of an Exceptional Online Customer Experience

Written by Joshua Paul | on February 5, 2013 at 10:04 AM

It is true that your customers have a growing number of options for companies to do business with. While your customer base is getting bombarded with messages from competitors every day, it is your business that has the opportunity to stand out.

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Topics: Customer Experience

How to Get Customers or Members Interested in Your Online Community

Written by Joshua Paul | on January 31, 2013 at 8:30 AM

Let's face it: the people who are most excited about your online customer community (at least in the beginning) are you and the people who put in long hours to plan and launch the platform. It is rare that there is a roaming pack of customers or professionals in your industry cruising around looking for a new online community to join.

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Topics: Customer Engagement, Member Engagement

How to Calculate the ROI of Your Online Community

Written by Joshua Paul | on January 29, 2013 at 8:30 AM

On the surface, the ROI of any business strategy seems straightforward. Revenue and operational savings minus the costs of the initiaive gives you a rough return on investment, right? Not quite.

The bad news is that caluclating the return on your investment in your online customer community much more complicated. The good news in that getting the ROI for your online community is more complicated in a way that allows you to both capture the real value that your private online community brings to your organization and make improvements in your approach where necessary.

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Topics: Engagement

5 Business Savvy Ways to Celebrate Community Manager Appreciation Day

Written by Joshua Paul | on January 28, 2013 at 9:18 AM

Today is Community Manager Appreciation Day!

Some community managers will see chocolates on their desk when the roll into the office, other will get kinder-than usual instant messages throughout the day, and the lucky ones might even get taken to lunch.

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Topics: Online Community Management

How to Stay Competitive as Your Industry Goes Social [Social Business Study]

Written by Joshua Paul | on January 25, 2013 at 8:30 AM

Study: Social Software's Importance in Your Business Will Grow 45% in the Next 3 Years

Executives must walk a tight rope on social software. It is true that there is a lot of hyperbole around social strategies. It is also a reality that businesses which don't embrace online community platforms and other social software will get left behind. Your customers expect to be able to engage you in customer communities. You competitors are rapidly researching and implementing social business strategies as well. Where does that leave your organization?

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Topics: Customer Communities, B2B Communities, Customer Engagement

7 Things Customers Hate about Customer Communities on Public Social Networks Like Facebook or LinkedIn

Written by Joshua Paul | on January 23, 2013 at 9:57 AM

How many of you have seen a swarm of emails that looks like this recently?

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Topics: Customer Experience

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