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Posts about Customer Engagement

The Evolution of Community and the Customer Experience

Written by Mark Lowry on October 22, 2014 at 10:30 AM

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

Creating a Customer Community: 5 Questions That Scare the Heck Out of People

Written by Joshua Paul | on October 7, 2014 at 8:30 AM

In most cases, when businesses start down the path toward creating an online customer community, they're doing it for the first time. Compared to other business strategies, relatively few people have developed online community strategies, managed a community, or actively tried to increase engagement in a community.

There's nothing wrong with this.

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Topics: Customer Engagement

How to Improve Customer Retention By Increasing the Value Customers Get From Your Products

Written by Joshua Paul | on October 3, 2014 at 8:30 AM

A lot of factors go into keeping your customers. Especially in the case of B2B companies, customer retention can be a complex challenge. However, despite its intricacies, reducing your retention rates can have a significant effect on your profits.

Research has shown that reducing customer churn by a mere 5% can increase your profits by 25-125%. With those kinds of numbers, your current customers suddenly seem a lot more valuable.

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Topics: Customer Engagement

Don't Let Bad Email Subject Lines Hurt Online Community Engagement

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

If your branded online community is like most others out there, the majority of your members probably don't check it every day. Unlike their public social network accounts that they check multiple times a day, your branded online customer or member community is more likely to be a place they visit with intention. They sign in to ask a question in the discussion forum, read a new blog post from your CEO, check out a new how-to video, or follow up on an offer. That's where the importance of email comes in.

The Role of Email in Private Online Community Engagement

Email is a big part of creating an online community that consistently keeps customers or members engaged. Your target audience is full of very busy people. By sending both manual campaigns and automated emails with updated information, newsletters, and invitations for specific actions, you can stay top-of-mind and encourage community members to come back to the community to get value.

Email is a vital part of your community management plan. That is why you'll find sophisticated email marketing systems built-in most business-class online community software platforms.

Unfortunately, not just any old email will do. Your members likely get dozens of emails a day, so your email communication needs to stand out from the pack. You put a lot of effort into creating value for your target audience in your online community, so you don't want to leave "conversion opportunities" on the table.

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Topics: Customer Engagement

How to Increase Customer Engagement in Your Online Community: 6 Lessons from the World Cup

Written by Joshua Paul | on July 2, 2014 at 8:30 AM

It's hard not to get caught up in an international event like the World Cup. There's an innate sense of camaraderie that seems inevitable when, suddenly, we all have an entire country to root for. No longer are our sports allegiances divided by state, region, or high school. Events like the World Cup put us all on the same team.

There must be something else to it though, right? Every four years, we turn into a nation of soccer watchers—when most of us probably haven't paid much attention to the sport since the last World Cup. People take off work. Sports bars are packed to capacity. Even people who don't even seem to enjoy watching soccer are now completely engaged.

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Topics: Customer Engagement

Five Tactical Tips to Increase Franchise Engagement

Written by Evan Hackel on June 27, 2014 at 10:00 AM

Our guest blogger is Evan Hackel, Founder and Principal of Ingage Consulting

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Topics: Communications, Customer Engagement

The Evolution of Customer Engagement: Where is Your Business?

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

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

How to Build Customer Loyalty By Giving Insight into Your Organization

Written by Joshua Paul | on May 29, 2014 at 8:30 AM

As with any good partnership, your relationship with your customers is a two-way street. Not only do you need to understand your customers' needs and goals, but your customers need to have an understanding of your company and how it works.

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Topics: Customer Engagement

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

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

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