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Customer Engagement Posts

Crack the Social Code: Turn Members Into Contributors

Written by Molly Talbert | on October 28, 2015 at 9:00 AM | 4 minute read


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, Member Engagement, Customer Engagement, Online Community, Marketing Automation

Better Customer Surveys: 6 Ways to Improve Your Results

Written by Katie Oakes on October 15, 2015 at 8:20 AM | 6 minute read

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: Customer Engagement, Communications, Online Community, Marketing Automation

The Problem With Customer Engagement Software Platforms

Written by Joshua Paul | on July 2, 2015 at 8:00 AM | 6 minute read

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: Customer Engagement, Online Community Software, Online Community, Marketing Automation

Keep Your Community Engaging with Live Chats

Written by Caitlin Struhs | on June 22, 2015 at 2:45 PM | 3 minute read


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, Member Engagement, Customer Engagement, Online Community

New Tools to Keep Customers Engaged: Remarketing Basics

Written by Joshua Paul | on June 3, 2015 at 8:07 AM | 6 minute read

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: Customer Engagement, Customer Experience, Communications, Online Community

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

Written by Katie Oakes on March 31, 2015 at 2:57 PM | 4 minute read

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, Online Community

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 | 5 minute read

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: Online Community Software, Customer Engagement, Customer Communities, Online Community

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 | 3 minute read

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, Online Community

The Evolution of Community and the Customer Experience

Written by Mark Lowry on October 22, 2014 at 10:30 AM | 2 minute read

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 Experience, Customer Engagement, Online Community

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 | 5 minute read

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, Online Community

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