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Posts about Customer Engagement

I Heart Southwest: When Airlines Take a Community Approach

Written by Caitlin Struhs | on February 15, 2016 at 9:30 AM

I’m a loyal Southwest customer - our relationship began in my broke college days as a means to find cheap flights for visiting family and friends. It was a small airline with nicer-than-normal customer reps available when I had to reschedule.

But over the years, my devotion to this small, quirky transportation company has grown from convenience to brand loyalty and a real sense of community.

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

How to Get Customers Hooked on Engaging in Your Online Community

Written by Nick Davis on January 13, 2016 at 8:30 AM

If you have managed an online community at some point in your career, you know that the 'member to engaged member' ratio is a pretty widely adopted metric throughout the online community space. You also probably know that that metric leaves a lot to be desired.

In case you're not familiar, the numbers break down like so:

  • 1% of visitors to your community register to join
  • 15% of those who register actually participate
  • 20% of those who participate will continue to be active in 6 months
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Topics: Customer Engagement

Crack the Social Code: Turn Members Into Contributors

Written by Molly Talbert | on October 28, 2015 at 9:00 AM


Ever wonder how to get inside your members’ heads and motivate them to participate? Richard Millington can help, an expert with over 12 years of experience in community building. How does he do it? He uses basic, yet powerful, psychological forces -- tapping into what makes us human and what motivates us -- to excite and engage members in a deep, meaningful way. In his 2015 Super Forum keynote, he discussed these methods, touching on implicit bias, social attraction, self-disclosure and bonding theories.

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Topics: Online Community Management, Customer Engagement, Member Engagement

Better Customer Surveys: 6 Ways to Improve Your Results

Written by Katie Oakes on October 15, 2015 at 8:20 AM

What would it mean to your organization to have consistent insight into your customers' problems and ongoing feedback about your solutions? If you're like most businesses, this information would help your company make smarter decisions in a host of areas.

Helping businesses acquire this valuable data is why the $11+ billion U.S. market research industry is continues to grow. While some companies outsource their customer research, others handle it in-house.

For those companies that manage their customer research themselves, creating and sending a survey to customers is the easy part. It is getting customers to respond where businesses struggle. 

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Topics: Communications, Customer Engagement

The Problem With Customer Engagement Software Platforms

Written by Joshua Paul | on July 2, 2015 at 8:00 AM

Step aside social crm and content management, there is a new buzzword in the world of business and marketing customer engagement. As the term grows in popularity, the definition of customer engagement is still evolving. 

At Higher Logic, we're heavily involved in what works and what doesn't in customer engagement strategies. We specialize in the areas of keeping people engaged in customer communities, user communities, and user groups.

However, community building strategies and other customer engagement approaches are still emerging as core business strategies, there are important customer relationship trends that business leaders need to pay attention to.

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Topics: Online Community Software, Customer Engagement

Keep Your Community Engaging with Live Chats

Written by Caitlin Struhs | on June 22, 2015 at 2:45 PM


Real-time conversations aren’t always realistic in an online community—the 24/7 access communities provide inherently means collaboration is done on the individuals’ time. But occasionally you want to capitalize on a great event or recent hot topic, and the average discussion posts or resource sharing just won’t cut it.

Have you thought about how you can keep engagement up after a big announcement or a recent event? Consider giving your community members the opportunity to keep the conversation going with live chats, which offer both flexibility and spontaneity.

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Topics: Online Community Software, Customer Engagement, Member Engagement

New Tools to Keep Customers Engaged: Remarketing Basics

Written by Joshua Paul | on June 3, 2015 at 8:07 AM

Recently, we discussed how capitalizing on the latest marketing tactics can help you keep customers or members engaged in your private online community. Specifically, we examined how remarketing can drive people back to your community by taking your normal calls-to-action that typically only exist within the walls of your community and extending them out into the rest of the Internet.

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Topics: Communications, Customer Engagement, Customer Experience

10 Insightful Customer Engagement & Online Community Articles You May Have Missed

Written by Katie Oakes on March 31, 2015 at 2:57 PM

Often the to-do list at work is amended at a rate faster than we can complete. You do a lot in a day and sometimes is can be hard to stay on top of all of the great insight being published to help you plan, manage, and grow your online customer or member community.

We wanted to make it a little easier on you to stay ahead. We've gathered some of the top advice from the past month for you.

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Topics: Customer Engagement

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

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

How to Get Your Online Customer Community to Deliver a Strong ROI for Your Business - Part 2 of 2

Written by Joshua Paul | on February 12, 2015 at 8:30 AM

Are you launching an online community for customers or partners of your business? Your first priority is probably getting your target audience to visit and participate in the community often. This is the right first step.

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Topics: Customer Engagement

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