<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=2061863960506697&amp;ev=PageView&amp;noscript=1">
Higher Logic Blog - Banner

Customer Engagement Posts

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

Written by Joshua Paul | on March 21, 2013 at 8:30 AM | 5 minute read

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.

Read More »

There are 0 Comments | Get the conversation started.

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

The Risks of Waiting to Build Your Online Customer Community

Written by Joshua Paul | on February 28, 2013 at 10:45 AM | 6 minute read

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.

Read More »

There are 0 Comments | Get the conversation started.

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

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 | 3 minute read

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.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Engagement, Online Community

How to Get Customers or Members Interested in Your Online Community

Written by Joshua Paul | on January 31, 2013 at 8:30 AM | 4 minute read

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.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Engagement, Member Engagement, Online Community

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

Written by Joshua Paul | on January 25, 2013 at 8:30 AM | 3 minute read

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?

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Communities, Customer Engagement, B2B Communities, Online Community

How to Create an Online Customer Community to Support Complex Products

Written by Joshua Paul | on December 27, 2012 at 8:30 AM | 1 minute read

Online customer communities can be a puzzle for companies that are accustomed to straight forward direct response campaigns and traditional customer service models.

At their core, online communities are simple. Root components like trust, shared values, and communication are common elements of building any relationship. However, all of the variables that come with empowering and managing diverse stakeholders over time make growing an online community a complex and involved endeavor.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Engagement, Online Community

8 Online Community Management Tips to Increase Customer Engagement

Written by Joshua Paul | on December 12, 2012 at 12:15 PM | 4 minute read

Yes. Online community management is a thing.

It is not only a thing that is studied and implemented by organizations across the globe, but it is an opportunity. Online community management can make your company a lot of money, keep the customers you have, and reduce your overall cost of doing business.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community, Customer Engagement, Online Community Management

Private Online Community Lessons from Starbucks and Domino's

Written by Joshua Paul | on November 1, 2012 at 7:52 AM | 4 minute read

If you are planning a private online community for your business, your company may have more in common with Starbucks and Domino's Pizza than you think.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Management, Customer Engagement, Online Community

ProCommunity #14: How to Use Offline Engagement Models to Engage Customers in Online Communities

Written by Joshua Paul | on October 17, 2012 at 10:10 AM | 1 minute read

Discussing Using Evidence-Based Social Design to Build Successful Online Communities with Paul Resnik

Paul Resnik joins us for this installment of ProCommunity, the show where online communities meet business performance.

Paul Resnik is a Professor at the University of Michigan's School of Information. Along with researching and teaching about online communities, Paul is the co-author of the new book, Building Successful Online Communities: Evidence-Based Social Design. Paul can be found on the University of Michigan's website.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Engagement, Online Community Management, Online Community

4 Steps to Increasing Customer Engagement in Your Online Community

Written by Joshua Paul | on October 12, 2012 at 11:25 AM | 4 minute read

Your private customer community should not behave like, and be treated like, public social networks such as Facebook, LinkedIn, or Pinterest. However, what if you could infuse some of the "magic" that makes these sites so wildly popular into your member or customer community?

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Engagement, Online Community

Subscribe to the blog by email

Subscribe to the blog by RSS

rssHigher Logic Blog Feed

Recent posts

We're Featured

Association Universe