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How to Use a Private Social Network to Improve Customer Satisfaction

Written by Joshua Paul | on June 19, 2012 at 8:14 AM | 3 minute read

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, Online Community

7 Ways to Use Email to Improve Virtual Communities

Written by Joshua Paul | on June 14, 2012 at 7:50 AM | 3 minute read

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, Online Community

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

Written by Joshua Paul | on June 12, 2012 at 8:30 AM | 3 minute read

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, Online Community

Why Companies Think Twice About Building a Customer Community in Facebook

Written by Joshua Paul | on June 8, 2012 at 10:45 AM | 4 minute read

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, Online Community

A Simple Guideline for Online Customer Community ROI [Research]

Written by Joshua Paul | on June 5, 2012 at 8:30 AM | 2 minute read

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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Topics: Customer Communities, Online Community

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 | 2 minute read

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, Online Community

Does Your Company Have Social Business DNA?

Written by Joshua Paul | on May 30, 2012 at 8:30 AM | 4 minute read

We Are All Community Managers Now

When President Kennedy spoke, "Ich bin ein Berlinerdid," (I am a Berliner) he did not mean that all Americans were now West Germans and moving to West Berlin. He was underlining the United States' support for West Germany and promoting a mindset to U.S. citizens where they would themselves support the efforts of free Europe.

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Topics: B2B Communities, Online Community

5 Profoundly Helpful Social Business Articles You May Have Missed

Written by Joshua Paul | on May 25, 2012 at 11:14 AM | 2 minute read

Would you like to come back from a few days off with a better understanding of social business than you when you left?

For many in the United States, we are headed into a holiday weekend. Sometimes, time away from the office, coworkers, and customers give us the perspective we need to come up with our best ideas.

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Topics: Customer Communities, Online Community

6 Key Customer Engagement Metrics for Improving Online Community ROI

Written by Joshua Paul | on May 23, 2012 at 11:30 AM | 4 minute read

The Importance of Online Community Telltales

I took my daughter sailing for the first time last weekend. She was very interested in how I know where to steer.

I explained to her that there are pieces of yarn on the sails that tell me where to point the boat as the wind shifts. They are called telltales. If the yarn on the outside of the sail flaps, I make subtle adjustment to go in that direction. If the inside telltale isn't straight, I point the boat in that direction.

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Topics: Customer Engagement, Online Community

How Online Customer Communities Can Increase Revenue By 19% [Research]

Written by Joshua Paul | on May 16, 2012 at 8:30 AM | 3 minute read

What would your bottom-line look like if your customers increased their spending with your company by 19%?

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Topics: Customer Communities, Online Community

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