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Celebrate Summer With These Actionable Online Community Tips

Written by Joshua Paul | on July 3, 2012 at 8:30 AM

The fourth of July is often referred to as just "The 4th." At Higher Logic, we are celebrating "The 4th" by giving you our most tactical "lists of 4" all in one place.


Enjoy this red, white, and blue guide to building a more effective online community for your customers, employees, or members.

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Topics: Online Community Management

Moderation vs. Community Management in Private Online Communities

Written by Joshua Paul | on June 28, 2012 at 8:45 AM

I was recently asked about best practices for moderating a private online community. Since Higher Logic provides software for professional, association, and business online communities, I was surprised to hear the term, "moderation."

Even though I am in the trenches working with organizations every day to plan their online customer and member communities, I rarely come across the concept of moderating an online community. It seems to have been replaced by "community management." Let's look at why this is.

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Topics: Online Community Management, Online Community Software

The Two Most Important Questions When Selecting the Best Social Software

Written by Joshua Paul | on June 26, 2012 at 12:15 PM

I love great TV.

There are countless well-crafted shows on the networks and on cable right now. However, it can't remember the last time I watched a full television season or even watched a show on TV. What is wrong with me?

I am interested in the topics and recognize the entertainment value, but at some point during the last 10 years, my life has become so busy and my priorities have changed so much that I never catch shows on TV.

Chances are that the target audience for your online community behaves the same way. You could provide the most valuable content, connections, and discussions in your community, but you are still competing with a multitude of personal, work, and online priorities.

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Topics: Online Community Software

4 Essential Steps for Building a Successful Online Community for Business

Written by Joshua Paul | on June 21, 2012 at 8:54 AM

How to Set Up a Killer Customer Experience in Your Online Community

In online community building, first impressions matter.

If you are lucky enough to get a second opportunity to prove your online community's value to your customers after flopping the first impression test, then second impressions matter too, maybe even more than the first.

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Topics: Customer Success

How to Use a Private Social Network to Improve Customer Satisfaction

Written by Joshua Paul | on June 19, 2012 at 8:14 AM

Successful businesses are built on two things - numbers and people.

The numbers are what they are - market size, sales, cash flow, customer retention, etc. They either add up or they don't.

People are a related, but different story. The numbers would rarely be positive if your employees, partners, and customers weren't aware, motivated, and successful at their jobs.

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Topics: Online Community Software, Customer Experience, Customer Success

7 Ways to Use Email to Improve Virtual Communities

Written by Joshua Paul | on June 14, 2012 at 7:50 AM

In the past few years, we've seen social networks dominate marketing conversations and the business media across the world. All evidence shows that social business a strategic imperative to acquire, nurture, and retain customers.

So called "old technologies" like email are often cast aside as relics of past decades. What you don't hear about is how today's booming public and private social networks rely on email to keep customers and members engaged.

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Topics: Online Community Software

How to Help Customers Build a Personal Brand in Your Online Community

Written by Joshua Paul | on June 12, 2012 at 8:30 AM

Increase Online Community Engagement by Advising Customers, Members, or Employees on How to Develop Their Personal Brand

What do you say when your customers, members, or employees ask you why they should join your organization's online community?

Your response may include points about finding answers to questions, access to experts, and ongoing education.

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Topics: Customer Engagement

Why Companies Think Twice About Building a Customer Community in Facebook

Written by Joshua Paul | on June 8, 2012 at 10:45 AM

If the world were simpler, congress would be functional, children could play in the street no matter where they lived, and you would be able take online communities tips and apply them to any social networking software that you would like.

However, the world is not simple. Just like public social networks, like Facebook, LinkedIn, and Google+, all serve different purposes in your business strategy; public social networks and private online communities play very different roles in your customer management plan.

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Topics: Social Media, Online Community Software

A Simple Guideline for Online Customer Community ROI [Research]

Written by Joshua Paul | on June 5, 2012 at 8:30 AM

Planning for the return on investment (ROI) on your business's online customer community is one of the most important and elusive exercises in your social business strategy.

I recently detailed a University of Michigan study that found that incremental revenue from customers who joined the organization's online customer community increased by 19% after they joined the community. That same study also had some tips and guidance for companies on ROI expectations and breaking even on their online customer community investment.

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8 Ways to Engage Customers Online That Are Not Social or Less Tech Savvy

Written by Joshua Paul | on June 1, 2012 at 8:30 AM

If you help companies develop social strategies or manage online communities, you have heard this before.

"Our audience won't engage in an online customer community because they do not use social networks."

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Topics: Engagement, Associations, Nonprofits and Charities

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