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Customer Communities Posts

Can You Build a Customer Community Without an Online Community Software Platform?

Written by Katie Oakes on July 22, 2015 at 8:30 AM | 7 minute read

People who regularly visit online brand communities are likely to repurchase products associated with the customer community at a rate of over 2 to 1, according to research from Southern Illinois University Carbondale. In order to capitalize on this trend in customer relationship management, businesses are increasingly devoting resources to building community among their customers.

This emerging strategy opens the door for an important question:

Can companies build a customer community without an online community software platform?

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Topics: Customer Communities, Online Community Software, Online Community

3 Reasons to Bring Customers' Voices Together with an Online Community

Written by Hunter Montgomery | on April 28, 2015 at 10:00 AM | 2 minute read

The ultimate question: how do we make our customers happy?

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Topics: Customer Communities, Customer Experience, Customer Advocacy, Online Community

The Guide to Building Your Customer Journey Around Your Online Community

Written by Joshua Paul | on March 25, 2015 at 8:20 AM | 6 minute read

A typical customer journey is a vast and tangled experience. The path your customer take to becoming a customer and staying a customer is rarely straightforward.

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Topics: Customer Communities, Customer Experience, Customer Advocacy, Online Community

Why 2015 Will Be the Year of the Private Online Community

Written by Hunter Montgomery | on February 23, 2015 at 4:31 PM | 2 minute read

At Higher Logic, we've always believed that the key to engaging members, customers and constituents is through building a private community over which your organization has control, rather than building that community on a public social media site. But because of the popularity of sites like Facebook, Twitter and LinkedIn - and the fact that those platforms are free (although the time your staff spends managing them is not) - many organizations think that member engagement efforts are better spent on those free social channels than on an owned community or collaboration platform.

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Topics: Online Community Management, Social Media, Customer Communities, Member Communities, Online Community

How to Sell Your Online Community Strategy to Your Boss: A Proven Framework

Written by Joshua Paul | on February 17, 2015 at 8:30 AM | 5 minute read

Even though online communities have proven to be an effective strategy for many businesses, you can't expect everyone in your organization to fully understand the potential right out of the gate. Whenever you're proposing an emerging strategy, such as bringing your customers, partners, and employees together into an online customer community, you have to work a little bit harder to convince others of the value - even if, to you, it seems quite obvious.

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Topics: Customer Communities, Online Community Software, Customer Engagement, Online Community

13 Characteristics of Online Customer Communities That Work - Part 1

Written by Joshua Paul | on February 11, 2015 at 9:45 AM | 4 minute read

What does it mean when an online customer community "works"?

It might seem like a simple question at first, but creating a successful and sustainable online community is significantly more complicated than meets the eye.

First of all, claiming your online customer community works well immediately begs the question “who does it work for? Your company? The customers?" This is an important distinction.

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Topics: Customer Communities, Online Community

Tips for Selecting the Best Online Community Software Platform for Your Business Strategy

Written by Katie Bapple | on February 5, 2015 at 11:20 AM | 4 minute read

Choosing the best online community software platform for your organization can be overwhelming and confusing.

There are lots of great options out there, however none are going to be a perfect fit. Narrowing down the advantages and disadvantages of each viable online community platform can be a serious undertaking – especially if you don't know exactly what you're looking for.

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Topics: Customer Communities, Online Community Software, Online Community

3 Smart People Who Know How Important Online Customer Communities Will Be to Digital Marketing in 2015

Written by Joshua Paul | on February 3, 2015 at 8:35 AM | 5 minute read

It's no secret that we're big fans of online customer communities and what they are doing for businesses. Obviously, if you follow this blog even a little bit, you're probably well aware of what a great asset online communities are to marketing, sales, support, and product management teams. And while that opinion might seem a little biased, it also comes from a genuine belief in the benefits of highly engaged customers and the enormous potential for company growth that comes from having better customer relationships.

However, while we've been singing the praises of customer communities for quite a while now as we watch our customer repeat the rewards of their online community strategies, it's always nice to see other important figures in the business and marketing world join in the chorus.

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Topics: Customer Communities, Marketing Automation, Online Community

Why Online Customer Communities Need a Purpose Bigger Than Building Community

Written by Joshua Paul | on December 3, 2014 at 10:45 AM | 5 minute read

A few years ago, I penned what I believe is still one of the most concise and clear definitions of social business:

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Topics: Online Community Management, Customer Communities, Online Community

The Evolution of Community and the Customer Experience

Written by Mark Lowry on October 22, 2014 at 10:30 AM | 2 minute read

Forward thinking organizations are moving away from traditional help desk models. No longer do customers need to sit and wait for an automated support queue - they can and should expect real-time responses. An integrated service model for customers, including a support portal, social media engagement and an online community, can provide faster response times and give customers and members the option as to how they interact with the organization. In addition, the idea of crowd sourcing content for a robust knowledge base from your best experts, your customers, has taken hold.

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Topics: Customer Communities, Customer Engagement, Customer Experience, Online Community

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