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Posts about Customer Communities

Where Do Businesses Get the Most ROI from Online Customer Communities?

Written by Joshua Paul | on April 22, 2014 at 10:00 AM

Creating an effective customer experience is a top priority for many companies right now. Businesses are spending a lot of time and money trying to understand and properly address both the pre-sales and post-purchase opportunities to engage their customers.

A CEI survey from last year revealed that 86% of buyers would rather pay more for a better customer experience"”but only 1% reported getting the experience they wanted. With such stark data indicating what customers want, why is it so difficult for so many companies to live up to customer expectations?

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Topics: Customer Communities

How to Increase Engagement in Your Private Online Community: Six Things to Share

Written by Joshua Paul | on April 11, 2014 at 8:30 AM

Your private online community is only as good as the value it offers members. With as busy as your target audience is, your community has to offer them something of useful and exclusive value to capture their attention, especially among all the other competing forces in their online, work, and personal lives.

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Topics: Customer Communities, Customer Engagement

Six Strategies for Crowdsourcing Ideas in Your Online Customer Community

Written by Joshua Paul | on April 2, 2014 at 9:10 AM

You work hard to add people, content, and tools to your private social community that provide value to your customers or members and keeps them coming back.

However, that is only one half of an effective social community strategy. The best customer community strategies balance benefits to community members with leveraging the community to the meet business-level goals of the host organization.

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Topics: Customer Communities, B2B Communities

How to Create a Great Online Customer Portal

Written by Joshua Paul | on February 25, 2014 at 8:25 AM

The past few years have seen a big shift in customer support as more and more companies offer self-service customer support through online customer and client portals. While a reduction in support center phone calls might seem like it benefits companies the most, a 2012 study from Amdocs suggests that today's customers also prefer an online self-service approach.

In a study conducted by the analyst firm Coleman Parks, gave insight into customer preferences when it comes to their support options. Though the survey targeted smartphone users, the findings apply to other product support as well.

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Topics: Customer Communities, Online Community Software, Customer Support

Is This The Secret Sauce In Active Online Customer Communities?

Written by Joshua Paul | on January 22, 2014 at 8:44 AM

How to Capitalize on One of the Most Underutilized Online Community Management Tools

You have numerous tools at your disposal for growing and managing your online customer community - from content calendars to analytics.

What if there was one tool you weren't using that could make a substantial difference in delivering consistent engagement in your community?

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Topics: Online Community Management, Customer Communities, Customer Engagement

How to Launch a Private Online Community Without Angering Your Customers

Written by Joshua Paul | on January 14, 2014 at 8:30 AM

Change Management Tips to Ease the Transition to a Community-Based Customer Experience

My wife and I love Walt Disney World. Like many people who frequent the parks, we have developed our own ways of avoiding lines, hitting a ton of attractions, and getting the most for our money.

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Topics: Online Community Management, Customer Communities, Customer Experience

How Your Online Customer Community Helps Close More Sales

Written by Joshua Paul | on December 19, 2013 at 9:01 AM

Many companies are experiencing real benefits of managing customer and partner relationships through online customer communities.

Active communities provide valuable insight into your customers' challenges and motives, which in turn helps your company to create even better products and services. Providing an always-on network of peer-to-peer support can also lower customer service costs by taking some of the burden away from call centers and other support personnel.

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Topics: Customer Communities, Customer Experience, Customer Advocacy

6 Steps to Creating a Content Curation Program for Your Online Customer Community (Part 2)

Written by Joshua Paul | on October 16, 2013 at 8:29 AM

One of the central characteristics of thriving online member or customer communities is that the organizations behind these communities position the communities at the center of an industry or business ecosystem. They find a niche and people who care about those values or market, then create a community around it.

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Topics: Customer Communities

10 Steps to Move Your LinkedIn Group to Your Own Private Community Platform

Written by Andy Steggles | on May 24, 2013 at 12:30 PM

There are many reasons an organization may want to use LinkedIn. Some may prefer this public platform because it's free while other organizations use it just to test the water. But what happens if you're successful? I've provided many good reasons why not to build your community around the LinkedIn brand, but what if it's too late? Let's assume that you've been nurturing your LinkedIn community for a while and have a decent amount of traction. At what point do you pull the plug and move all that engagement over to your own website and, more importantly, how do you do it?

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Topics: Online Community Management, Social Media, Customer Communities

3 Insightful Social Customer Service Articles That You May Have Missed

Written by Joshua Paul | on May 20, 2013 at 11:41 AM

According to Nielsen's 2012 Social Media Report, over 50% of customers use some type of social channel to engage companies to report satisfaction, ask questions, and lodge complaints. One third of consumers prefer social customer service to getting answers by phone.

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Topics: Customer Communities

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