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Posts about Customer Engagement

How to Create an Online Customer Community to Support Complex Products

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

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.

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Topics: Customer Engagement

Private Online Community Lessons from Starbucks and Domino's

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

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.

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Topics: Online Community Management, Customer Engagement

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

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.

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Topics: Online Community Management, Customer Engagement

4 Steps to Increasing Customer Engagement in Your Online Community

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

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?

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Topics: Customer Engagement

ProCommunity #13: The Psychology Behind Creating Customer Engagement in Online Communities

Written by Joshua Paul | on October 10, 2012 at 7:20 AM

Discussing How to Design High Levels of Engagement in Your Online Community with Nir Eyal

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

Nir is an entrepreneur, investor, and leading thinker on how to create high engagement products. Along being a Lecturer at the Stanford Graduate School of Business and a frequent speaker at industry conferences and Fortune 500 companies, Nir also writes for TechCrunch, Forbes, and Psychology Today. Nir blogs about business, engagement, and human behavior at NirAndFar.com, where you can sign up to get his upcoming book entitled Hooked: How to Drive Engagement By Creating User Habits.

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Topics: Online Community Management, Customer Communities, Customer Engagement

How to Create a Customer Community Your Customers Can't Live Without

Written by Joshua Paul | on September 26, 2012 at 8:30 AM

The Story of The Well, One of the First Online Communities

The Well is an online community founded in 1985. It was one of the first online communities and is amazingly still thriving today. While still growing, the community has some members that have been participating for over 20 years. The discussions on The Well range from "the political to very personal."

Needless to say, the members of The Well are passionate about the community and rely on the discussion, connections, and content. Until recently, the online community was owned by the large online news site, Salon.com.

Earlier this month, members of The Well demonstrated how much their online community means to them.

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Topics: Customer Engagement

The #1 Thing You Can Do to Grow Your Private Social Community

Written by Joshua Paul | on September 13, 2012 at 12:40 PM

You online customer community is a lot more exciting to you than it is to your customers or members.

Very few people in your target audience are looking to join an online community or private social network. They don't have the time, mindshare, or grasp of the benefits to join just because you offer a private online community.

Think about your other marketing activities.

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Topics: Online Community Management, Customer Communities, Customer Engagement

ProCommunity #9: How to Build a Roadmap for Creating a Social Business Culture

Written by Joshua Paul | on September 4, 2012 at 9:25 AM

Discussing How to Humanize Your Business & Online Community with Jamie Notter

Jamie Notter joins us for this episode of ProCommunity, the show where online communities meet business performance.

Jamie is a Vice President at consulting firm, Management Solutions Plus. Jamie also co-authored the book, Humanize: How People-Centric Organizations Succeed in a Social World with our friend, Maddie Grant. In addition, Jamie authored the 2007 ebook, Generational Diversity in the Workplace, as well as published We Have Always Done It That Way: 101 Things About Associations We Must Change in 2006. Jamie can be found at GetMeJamieNotter.com.

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Topics: Online Community Management, B2B Communities, Customer Engagement

Customer Engagement Lessons from an Oracle User Group Leader

Written by Joshua Paul | on August 17, 2012 at 8:30 AM

We often write about how the foundation for an online user community's success is built on 1) providing overwhelming value and 2) providing an environment where users and company representatives can have private, open, and constructive discussions.

In a recent conversation on our ProCommunity podcast, I discussed how customer communities and companies can engage one another more effectively with Lew Conner, Executive Director of The Higher Education User Group, a thriving independent user group community of Oracle and PeopleSoft customers.

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Topics: B2B Communities, Customer Engagement

ProCommunity #6: Customer Communities, Customer Engagement, and Customer Advocacy

Written by Joshua Paul | on August 14, 2012 at 7:50 AM

Discussing How to Create Customer Advocates with Bill Lee

Bill Lee joins us for this episode of ProCommunity, the show where online communities meet business performance.

Bill is the founder of the Customer Reference Forum, a group dedicated helping companies enlist customers to help them market and sell. Each year the Customer Reference Forum also runs the Summit of Customer Engagement to bring customer reference and engagement professionals together. He is also the author of the new book, The Hidden Wealth of Customers. Bill can be found at blog.customerreferenceforum.com.

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Topics: Customer Communities, Customer Engagement, Customer Advocacy

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