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Customer Engagement Posts

How the Customer Support Funnel Works for an Online Community

Written by Hunter Montgomery | on November 17, 2016 at 3:30 PM | 6 minute read

Funnels, chutes, hourglasses - they’re all used to help us plan the customer’s journey with our organization (or maintain a particularly organized baker’s kitchen - depends on your audience).

There are tons of models and terms we can use when we talk about customer acquisition, and getting people to engage with your brand or organization.

Online communities are no different. So, what shape should you use? How are you getting people engaged in the first place, and how do you make them stay?

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

Customer Engagement Takes Center Stage at INBOUND 2016

Written by Julie Dietz on November 16, 2016 at 8:30 AM | 6 minute read

"This is going to be very unusual advice from a guy who runs a sales and marketing software company, but take dollars from sales and marketing. Put it in products and services and customer delight." Brian Halligan, CEO and Founder of HubSpot

When Brian Halligan, one of the men widely credited with coining the term "inbound marketing" tells you to take resources away from marketing, you know there's a major shift happening.

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Topics: Customer Engagement, Online Community, Marketing Automation, Customer Success

Member Feedback is Critical to Online Community Success

Written by Molly Talbert | on June 21, 2016 at 8:00 AM | 5 minute read

Feedback is the way you grow your community -- in size, in maturity and in engagement rates. Out of that growth and collaboration your organization can create better products, a thriving community, a healthy culture and a stronger company.

But you can’t grow unless you collect data. And the way you collect data should be strategic, since it will affect all aspects of your community and company -- including growth.

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Topics: Online Community Management, Member Engagement, Customer Engagement, Online Community

How Customer Engagement Increases Existing Customer Sales

Written by Julie Dietz on May 13, 2016 at 8:30 AM | 4 minute read

There are ups and downs in the stock market, in housing prices, in consumer sales. These trends, even though they're important, are something we're used to, so when a new, important business trend comes along we may or may not pay attention.

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Topics: Customer Engagement, Customer Experience, Online Community, Marketing Automation

Tips for Creating a Killer Online Customer Experience

Written by Christina Green | on May 12, 2016 at 8:30 AM | 5 minute read

Your online customer experience is a vast, sometimes intimidating concept to tackle, made up of all your company's interactions with customers online. It's also something that almost every organization wants to improve, and we'd like to help.

However, since there have been books written about improving the online customer experience, this article will stick to only primary touchpoints directly within your control - aka the web properties you own.

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

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 | 5 minute read

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 Engagement, Customer Retention, Customer Communities, Online Community

Engagement and Satisfaction: Is There a Difference?

Written by Andy Steggles | on May 4, 2016 at 8:30 AM | 4 minute read

Engagement is a big word these days -- we want everyone in our community to be “engaged.”. We want them to engage with each other, and engage with our organizations. The more engagement, the merrier everyone will be.

This is where so many community builders measure value and a return on investment -- if people are logging into the community, talking to each other, creating content and contributing, that’s a sign they’re satisfied with their membership and see community as an important asset.

But does engagement necessarily equate satisfaction, and shouldyou aim to highly engage everyone?

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Topics: Member Engagement, Customer Engagement, Online Community Management, Online Community

3 Growth Metrics You Can't Ignore Any Longer

Written by Julie Dietz on April 26, 2016 at 8:30 AM | 8 minute read

Successful businesses take a hard look at their numbers at least once or twice a year, sometimes even more. When they do, they hammer out weaknesses and business goals such as increasing revenue or rolling out product updates, that they want to focus on in the next six months. At the top of nearly everyone's list, you can often find one goal: growth.

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Topics: Customer Success, Online Community, Marketing Automation, Customer Engagement

How to Implement a Customer Portal Platform

Written by Julie Dietz on April 22, 2016 at 8:30 AM | 5 minute read

So, you've decided to launch a customer portal. You're now one step closer to creating a gateway for your customers to connect and collaborate with your company. Your new portal can become a central part of your customer retention strategy and help you expand your relationship with customers as soon as people start using it.

You're living the customer experience dream, right? Not quite. Before you reap the benefits, you need to actually set up, or implement, your customer portal platform.

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Topics: Customer Engagement, Online Community, Customer Success, Customer Support, Online Community Software

How to Identify Customers that Might Leave You

Written by Julie Dietz on April 19, 2016 at 8:30 AM | 5 minute read

It's a recurring nightmare for those of us in the business world: your customers flocking to your competitors in droves, leaving you behind. Not only does it feel like a failure, but losing customers costs you revenue. According to Bain & Company, even a 5% increase in customer retention can produce more than a 25% increase in profit. That, along with your business nightmares, should be enough to motivate you to improve retention.

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Topics: Customer Engagement, Online Community, Marketing Automation, Customer Support

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