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Posts about Customer Advocacy

Evolving Your Community as It Grows

Written by Molly Talbert | on November 9, 2017 at 8:30 AM

The best entrepreneurs and CEOs think about time in two chunks—five years and 100 years.

To be a good leader, you need to be able to juggle short term thinking with (very) long term planning. How do you have a great Q4 but also set your company up for success in the next 100 years?

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Topics: Online Community Management, Customer Advocacy

Creating an Advocacy Program from Scratch: A Q&A with Higher Logic’s Marketing and Community Teams

Written by Julie Dietz on October 19, 2017 at 8:30 AM

Advocates are five times more valuable than average customers because they spend more on products and increase product purchases, according to Advocate Marketing.

That’s one of many reasons why organizations in all industries are focusing more on advocates. Higher Logic is no different. We’ve had active advocates in our customer base from the very beginning, but we haven’t had a formal advocacy program until now.

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Topics: Community Platforms & Updates, Customer Advocacy

Turn Customers from Promoters to Creators

Written by Molly Talbert | on August 24, 2017 at 8:30 AM

Are happy customers as engaged as they can get? Or is there any way to increase their engagement—by giving them more purpose and helping your organization create more value for all members? As it turns out, there is more to customer engagement beyond simply being a “happy customer”—specifically what we call “promoters” and “co-creators.”

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Topics: B2B Communities, Customer Engagement, Customer Advocacy

4 Ways to Use Your Online Customer Community to Increase Upsell and Cross-Sell Revenue

Written by Julie Dietz on July 11, 2017 at 8:30 AM

Eighty percent of your future revenue will come from only 20 percent of your current customers. That highlights just how important your existing customers are to growing your business. Understanding what makes them tick and how to keep them engaged and purchasing is key to long-term success. 

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Topics: Customer Communities, B2B Communities, Customer Advocacy

The 6 Biggest Business Benefits of Starting a Branded Online Community

Written by Hunter Montgomery | on June 15, 2017 at 8:30 AM

What drove your last business initiative?

For most of us, the answer revolves around meeting goals and improving the bottom line. We launched our latest project to be more efficient, increase sales, or improve retention.

Those are the same reasons why business executives are starting branded online communities.

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Topics: Customer Communities, Customer Retention, Customer Support, Customer Advocacy

How Vimeo’s Community Helps Them Create Better Products

Written by Molly Talbert | on April 27, 2017 at 8:30 AM

We recently caught up with Alexandra Dao, Senior Manager, Research and Customer Insights for Vimeo. Alexandra spoke about how she works with current Vimeo users to do usability testing on new products. Although she doesn’t have a community manager title any more, Alexandra’s career began in community management - and she’s taken those lessons with her.

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Topics: Engagement, Customer Advocacy

4 Stats that Link Customer Satisfaction to Your Online Community

Written by Julie Dietz on January 16, 2017 at 8:30 AM

According to a study from CMX and Leader Networks, improving customer satisfaction is the number one reason why businesses start branded online communities.

That means that businesses are investing big bucks in online community software, community managers, and helpful content to keep their customers happy. But does it work? Do online communities really improve customer satisfaction?

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Topics: Customer Communities, Customer Success, Customer Advocacy

How to Get Your Customers to Sell and Market for You

Written by Julie Dietz on January 12, 2017 at 8:30 AM

You'll easily pay $300-$500 for a new vacuum cleaner. That's why, when I needed to buy a new one recently, I didn't take the decision lightly. I spent over 50 hours researching vacuums online. I went to multiple stores, testing several vacuums as well as questioning the people selling them. I was looking for a clear idea of the winners and losing in the category.

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Topics: Customer Advocacy

Harley Davidson Stumbled Upon Community (And it Saved Them)

Written by Molly Talbert | on December 19, 2016 at 8:30 AM

 

What makes a Harley Davidson motorcycle special?

You don’t have to be a motorcycle enthusiast to answer this question - almost anyone can name something. Harley bikes have a distinct sound, look and feel. Even if you’ve never been on one, they’re an iconic part of American culture.

But it didn’t used to be that way.

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Topics: Customer Communities, Customer Engagement, Customer Advocacy

NAASF Crowdsources Customer Support and Advocacy with Online Community

Written by Caitlin Struhs | on August 11, 2016 at 8:30 AM

The North American Association of Subway® Franchisees (NAASF) uses online community to advocate for members and solve industry problems for fast food franchises. Franchisees want to communicate with each other and share resources and best practices, but they don't always want franchisors steering those conversations. NAASF recognized a communication challenge and set out to develop a better system for its franchisees to gather and share knowledge.

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Topics: Community Platforms & Updates, Communications, Customer Support, Customer Advocacy

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