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Posts about Customer Communities

5 Steps to Better Customer Loyalty [Customer Retention Tips]

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

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

What is an Online Customer Community? [infographic]

Written by Joshua Paul | on August 2, 2011 at 7:40 AM

In has long been proven that it takes more time, resources, and capital to earn new customers than it does to keep your existing customers.  I want to take a minute to outline what an online customer community is and where they fit into the world view of most marketing, product management, and customer service executives.

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Topics: Customer Communities

Online Communities For Business Are Still All About People

Written by Joshua Paul | on July 14, 2011 at 8:35 AM

I recently had the pleasure of joining a few dozen members of one of our customer organizations for a tour of Washington DC. It was wonderful evening filled with good people, fun facts, and great product feedback. I love talking to people in our market – customers and non-customers. In my experience, the answers to how we can continue to meet the needs of businesses and membership organizations are going to come from outside our building.

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Topics: Customer Communities, B2B Communities, Customer Experience

3 Things You Should Know Before Planning an Online Customer Community

Written by Joshua Paul | on July 5, 2011 at 10:25 AM

The expectations of B2B customers and the complexity of problems they are trying to solve have grown dramatically in the last decade. While your customers' businesses have become more multifaceted, the solutions that you have created to help them solve their problems have also become more intricate. This is one of the major reasons that online customer communities have evolved into the platform of choice for many B2B companies to maintain high customer satisfaction levels and collect data from their market.

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Topics: Customer Communities

Positioning Your Online Community for Success

Written by Joshua Paul | on May 21, 2011 at 11:20 AM

How an Organization Positions Their Online Community Can Be The #1 Factor in Its Success or Failure

A private online community can be a tremendous driver of customer retention, revenue generation, and member/customer satisfaction. The way that your organization positions its online community for customers, or members, is one of the most important decisions in creating a viable social strategy. Why? How your online community is positioned determines how much usage it will get, the amount of value your audience sees in your organization, and how your organization is perceived as viewing community building and its customers.

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Topics: Online Community Management, Customer Communities

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