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Posts about Customer Communities

Community Enhances Your Product Enhancements

Written by Molly Talbert | on June 22, 2016 at 11:30 AM

It’s simple: online communities are the most efficient tool for knowing what your customers think, predicting what they’ll do or need, and retaining them for the long-term.

And that all adds up to a better product.

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Topics: Engagement, Customer Communities

Customer Success Should Strive for Empathy - And Community Helps

Written by Molly Talbert | on June 14, 2016 at 8:30 AM

Here’s the situation: you can’t figure out the new software your company is making you implement. You call customer success and get this response: “Sounds like you’re in a tough position and have lots to learn. How can I best help you figure out this software so you can do your job?”

That’s empathy.

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Topics: Customer Communities, Customer Success

Startup Success the Community Way

Written by Molly Talbert | on June 1, 2016 at 8:30 AM

Starting a business is hard. Even if you have an excellent product or service idea and a detailed business plan, plenty of funding and a smart co-founder, you’ll inevitably hit bumps in the road or stumble across problems you didn’t even know existed. (If you want an in-depth look at these types of trials and tribulations, check out the podcast, StartUp. Definitely start at the very beginning -- it’s worth getting the whole story.)

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Topics: Engagement, Customer Communities

Close More Sales Using These 4 Insights From Your Online Community

Written by Julie Dietz on May 18, 2016 at 8:30 AM

In 1998, marketing guru Seth Godin estimated that the typical consumer came in contact with an average of 3,000 marketing messages per day. Even though that sounds like a lot, that number is only accurate for a world before social media, before smartphones, and before our dependence on e-mail was fully developed. The number has likely skyrocketed.

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Topics: Customer Communities, B2B Communities

What is Social Selling and Why Should You Be Doing It?

Written by Julie Dietz on May 16, 2016 at 8:30 AM

Sales techniques are like empires, they rise and fall with the changing the times, and it seems like every few years there's a new method for connecting with customers and closing deals. One of the most recent techniques that's been getting attention – and results – is social selling.

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Topics: Social Media, Customer Communities, B2B Communities

Letter to MailChimp: You Spoke Too Soon

Written by Molly Talbert | on May 9, 2016 at 9:00 AM

Dear MailChimp,

In 2012, you wrote this blog post, explaining why you were shutting down your customer community, The Jungle. You said that customer communities weren’t growing, that yours was unwieldy and that better alternatives existed.

We disagree.

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Topics: Online Community Management, Customer Communities

How to Use Online Activity Data to Know If a Customer Might Leave You (Without Hearing It From Them)

Written by Julie Dietz on May 6, 2016 at 8:30 AM

There are at least two things we know for sure about customer retention:

  1. Keeping the customers you already have is crucial to the success of your business.
  2. Customers are harder to keep today than ever before.

According to recent research from Accenture, 46% of customers in the United States say they're more likely to switch providers now than they were 10 years ago. That's likely because customers today have more accessible information and options, meaning they are constantly aware of their choices.

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Topics: Customer Communities, Customer Engagement, Customer Retention

Why Offering Access to Your Customer Community Converts Better Than Static Content Offers

Written by Julie Dietz on April 27, 2016 at 8:30 AM

Did you know that B2B companies that blog generate an average of 67 percent more leads per month than companies that do not blog? Creating high quality, relevant content, such as regular blog posts, is an essential element of effective content marketing strategies today.

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Topics: Customer Communities, Customer Advocacy

How to Find Sales-Ready Opportunities in Your Customer Base

Written by Julie Dietz on April 25, 2016 at 8:30 AM

It's no secret that sales to existing customers generate a significant amount of revenue for businesses. Numbers vary, but Lattice reports that most companies get 50% or more of their revenue from their current customer base. Other research put the number even higher.

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Topics: Customer Communities

How to Use Activity Data in Your Customer Community to Increase Revenue Per Customer

Written by Julie Dietz on April 20, 2016 at 8:30 AM

It's one of the most well-known rules of doing business: it's much more expensive to acquire new customers than to retain the ones you already have.

While exactly how much more expensive is up for debate, you can estimate that new customers cost five times more than existing customers. Since selling to existing customers is cheaper (lower cost of acquisition), those sales result in higher margins. That line of thinking leads to this basic principle: one of the simplest ways to increase revenue per customer is to sell to the customers you already have.

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Topics: Online Community Management, Customer Communities, Customer Success

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