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Community Management Reasons Online Communities Fail (Part 3 of 4)

Written by Joshua Paul | on September 20, 2011 at 8:30 AM | 3 minute read

Over the past 2 weeks, we have looked at the strategic reasons why private online communities fail and the structural or organizational reasons why customer and member communities don't survive. Today, we are going to dive deeper and explore 4 of the 9 primary community management-related reasons why online communities fail at companies and membership organization, like associations. The rest will be posted later this week.

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Topics: Online Community Management, Online Community

How Customer Communities Help Turn B2B Products Into Brands

Written by Joshua Paul | on September 15, 2011 at 8:30 AM | 2 minute read

This article was originally published by Social Media Today.

Why is it that Apple's two-year-old iPhones are outselling the latest most geeked-out phone from Apple's competitors? Two hints: It is not because Apple's hardware is superior. It is not because the average soccer mom buying an iPhone can immediately tell the difference in the icon design between and iPhone and non-Apple smartphone.

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Topics: B2B Communities, Online Community

4 Organizational Reasons Why Private Social Networks Fail (Pt. 2 of 4)

Written by Joshua Paul | on September 13, 2011 at 10:09 AM | 5 minute read

 

Last week, I launched this series on why online customer communities fail in order to help business leaders, association executives, and community managers understand and avoid the most common pitfalls. The last post focused on flawed strategies and misaligned goals. This week, we'll look at the reasons that online communities die that relate to the organization and its senior leadership.

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Topics: Online Community Software, Online Community

3 Rules for Effective User Group Management

Written by Joshua Paul | on September 9, 2011 at 11:22 AM | 2 minute read

User groups benefit both companies who provide products (usually B2B software or technical products), as well as the users who need those products to be successful in their businesses and jobs. However, aside from finding the growing amount of customer community information online and translating tips for associations and nonprofit membership organizations, there are not a lot of best practices published for successfully starting and managing a user group. We want to change that starting today!

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Topics: User Group Communities, Online Community

Big List of Why Online Communities Fail & How to Avoid It - Part 1 of 4

Written by Joshua Paul | on September 7, 2011 at 8:30 AM | 4 minute read

Over the next several weeks, I'll outline over 30 of the primary reasons that private online communities fail and what companies and nonprofit organizations can do to avoid the same fate. These pitfalls and lessons are mainly rooted in our research and experience over the past 10 years providing enterprise online community software to organizations ranging from large associations to Fortune 500 companies.

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Topics: Associations, Online Community

5 Steps to Better Customer Loyalty [Customer Retention Tips]

Written by Joshua Paul | on September 1, 2011 at 11:54 AM | 2 minute read

Why do you lose customers? The #1 reason that customers leave you is because they think that you don't care about them and their success, according to a study by the Rockefeller Foundation. Over 65% percent of the survey respondents gave this as the primary reason customers take their business elsewhere.

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Topics: Customer Communities, Marketing Automation, Online Community

Why Associations Avoid Building Their Member Community in LinkedIn Groups

Written by Joshua Paul | on August 30, 2011 at 11:10 AM | 4 minute read

I speak with a lot of associations that are experimenting with different types of social media tools and strategies to figure out which combination has the most positive impact on their organization, mission, and members. A common question I come across is how "members-only" LinkedIn groups and private online community platforms overlap and can work together. While there are some similarities, for instance both provide threaded discussions; the numerous differences are paramount to an association's member engagement strategy.

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Topics: Social Media, Associations, Online Community Software, Online Community

4 Must-Read Customer Community Books for Social Business Pros

Written by Joshua Paul | on August 25, 2011 at 12:25 PM | 2 minute read

With all of the online reading that marketers and customer management professionals do, it is sometimes refreshing to read or listen to an entire book on a topic that covers all the angles, is full of comprehensive tips, and offers practical examples and success stories.

While there are an array of books (many of them are very good) about using social media to build reach and develop a personal brand, many social media books don't cover why and how to build a successful and sustainable online customer community. There is agreement among most public social media professionals on best practices to grow your business. However, most marketing strategy books don't offer in-the-trenches advice for planning and launching an online communities since organizations have wide-ranging customer engagement goals.

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Topics: Customer Success, Online Community

How to Avoid Violating Customer Communication Preferences

Written by Joshua Paul | on August 23, 2011 at 8:30 AM | 3 minute read

I have been getting a lot of positive feedback about our recent post, 10 Things About Building an Online Community That May Surprise You. I have also been getting some questions. One of most important questions has to do with centrally positioning your online customer or member community in your customer communication strategy so that your target audience has to use the community to get valuable information from your organization. Some organizations may even see running their customer communication through their online community as potentially violating their audience's communication preferences.

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Topics: Customer Success, Online Community

8 Easy Ways to Humanize Your Online Engagement Today

Written by Joshua Paul | on August 19, 2011 at 9:55 AM | 3 minute read

In a recent small-sample poll that Socious conducted in the Member Engagement Group on LinkedIn, almost one half of the respondents answered that technology was only part of a larger mix of tools they use for engaging customers. About 25% answered that it was critical to engagement and another 25% said that it was the most important tool.

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Topics: Member Engagement, Online Community

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