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Posts about Customer Engagement

How to Get Customers or Members to Complete Profiles in Your Private Online Community

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

There many ways that your customers or members can participate in your organization's private online community—from uploading useful documents to asking and answering questions in the discussion forums.

However, it is one of the simplest actions that plays a big role the long-term value and health of your online community. Encouraging your customers or members to not just complete, but maintain regularly-updated profiles is beneficial to both them and your organization.

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Topics: Customer Engagement, Member Engagement

Online Community Engagement - What is Success?

Written by Andy Steggles | on September 23, 2013 at 10:00 AM

How do you define success?

When most organizations try to measure success with regard to their online communities, they usually do so with an eye to specific KPIs that they've determined to be important to their particular org, rather than in comparison to other companies. I think this way of measuring success is more accurate and shows that success in online communities is not one-size-fits-all, but rather something an individual organization determines and works toward.

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Topics: Online Community Management, Customer Engagement, Member Engagement

How Online Community Software is Redefining Customer Touch Points

Written by Joshua Paul | on August 8, 2013 at 8:30 AM

Do remember the Carousal of Progress at Walt Disney World?

It first debuted at the 1664 New York World's Fair. Along with being a nice break from the crowds and heat, it is one of the remaining attractions that was Walt Disney's idea.

If you haven't been to the Magic Kingdom or might have missed this old attraction tucked away in the back of Tomorrowland, here is the basic idea.

As you sit in the air-conditioned theatre, the stage rotates through six scenes of an audio-animatronic (i.e. Disney robot) family appreciating the evolution of household technology through the decades. The scenes take you from early 1900 to "the future" (as envisioned in the 1960s).

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Topics: Customer Engagement

6 Rules for Engaging Younger Customers or Members

Written by Joshua Paul | on June 14, 2013 at 6:49 AM

If only it were that easy...

If only you could pick the right technology and young people in their twenties and early thirties would flock to your organization, start lasting conversations out of thin air, and become the future leaders of your customer or member community.

If only Twitter was the solution to getting younger customers to use your products. If only your organization's online community software platform was the sole key to grooming the next generation of advocates. If only your $10,000 mobile app could get and keep the attention of Millennials.

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Topics: Customer Engagement

Online Communities: Two Ways to Increase Customer Engagement

Written by Joshua Paul | on April 11, 2013 at 9:00 AM

When people download one of an ebooks, white papers, or videos on private online communities, they're often asked what their biggest challenge is. We've seen all kinds of serious answers to this question, but there is one answer that we see much more than any other - increasing customer or member engagement

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Topics: Online Community Management, Customer Engagement

Online Customer Forums: Are You Prepared for These 7 Types of Questions?

Written by Joshua Paul | on March 21, 2013 at 8:30 AM

If you have ever worked in a customer-facing role, you know that if something is possible with your product or service, customers will probably bring it up in your online customer forums at some point.

Each type of post or question in your customer forums represents a different persona that your community management team should prepare for. For instance, a post where a new customer introduces themself to the community comes with an entire set of needs, expectations, and next steps which that individual can take, than a discussion started by a veteran customer advocate.

It will improve your customers' experience and save your community management team time to train and prepare for a large portion of the questions that you know will be asked in your discussion forums.

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Topics: Online Community Management, Customer Communities, Customer Engagement

The Risks of Waiting to Build Your Online Customer Community

Written by Joshua Paul | on February 28, 2013 at 10:45 AM

I get far fewer funny looks than I used to when I give presentations on why customer communities are the future of customer management. It may be because the data is beginning to play this out.

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Topics: Online Community Management, Customer Communities, Customer Engagement

Conferences: How to Use Member Profiles to Reduce Frustration Among Attendees and Sponsors

Written by Joshua Paul | on February 6, 2013 at 8:30 AM

Guest Post: Meagan Rockett is Director, Client Solutions with Greenfield Services, Inc.. She works closely with professional and trade associations in consulting and implementing unique strategies to increase all aspects of member engagement.

Associations that have a tradeshow will have to seek out sponsors and exhibitors every year. Some match these suppliers to their delegate needs and requirements (and do a great job at it!), and many do not. In this blog, I am going to address those who do not.

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Topics: Customer Engagement

How to Get Customers or Members Interested in Your Online Community

Written by Joshua Paul | on January 31, 2013 at 8:30 AM

Let's face it: the people who are most excited about your online customer community (at least in the beginning) are you and the people who put in long hours to plan and launch the platform. It is rare that there is a roaming pack of customers or professionals in your industry cruising around looking for a new online community to join.

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Topics: Customer Engagement, Member Engagement

How to Stay Competitive as Your Industry Goes Social [Social Business Study]

Written by Joshua Paul | on January 25, 2013 at 8:30 AM

Study: Social Software's Importance in Your Business Will Grow 45% in the Next 3 Years

Executives must walk a tight rope on social software. It is true that there is a lot of hyperbole around social strategies. It is also a reality that businesses which don't embrace online community platforms and other social software will get left behind. Your customers expect to be able to engage you in customer communities. You competitors are rapidly researching and implementing social business strategies as well. Where does that leave your organization?

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Topics: Customer Communities, B2B Communities, Customer Engagement

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