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Customer Communities Posts

The Evolution of Customer Engagement: Where is Your Business?

Written by Joshua Paul | on June 12, 2014 at 12:20 PM | 5 minute read

The information age has changed a lot about the way we do things. Companies are marketing products differently, consumers are shopping for those solutions differently, and customer engagement has become more important than ever.

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Topics: Customer Communities, Customer Engagement, Online Community

Think You Know Your Market? 13 High-Value Insights from Your Online Customer Community

Written by Joshua Paul | on May 15, 2014 at 10:00 AM | 6 minute read

In many cases, your organization is only as good as your insight into your market. This market data is the foundation of decisions about everything from products to positioning to messaging.

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Topics: Customer Communities, Customer Support, Customer Success, Online Community

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

Written by Joshua Paul | on April 22, 2014 at 10:00 AM | 4 minute read

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, Online Community

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 | 4 minute read

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, Online Community

Six Strategies for Crowdsourcing Ideas in Your Online Customer Community

Written by Joshua Paul | on April 2, 2014 at 9:10 AM | 5 minute read

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, Online Community

How to Create a Great Online Customer Portal

Written by Joshua Paul | on February 25, 2014 at 8:25 AM | 5 minute read

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, Online Community

Is This The Secret Sauce In Active Online Customer Communities?

Written by Joshua Paul | on January 22, 2014 at 8:44 AM | 5 minute read

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, Online Community

How to Launch a Private Online Community Without Angering Your Customers

Written by Joshua Paul | on January 14, 2014 at 8:30 AM | 6 minute read

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, Online Community

How Your Online Customer Community Helps Close More Sales

Written by Joshua Paul | on December 19, 2013 at 9:01 AM | 4 minute read

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, Online Community

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 | 3 minute read

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, Online Community

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