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Customer Engagement Posts

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

Written by Joshua Paul | on September 13, 2012 at 12:40 PM | 3 minute read

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, Online Community

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 | 1 minute read

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, Online Community

Customer Engagement Lessons from an Oracle User Group Leader

Written by Joshua Paul | on August 17, 2012 at 8:30 AM | 3 minute read

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, Online Community

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

Written by Joshua Paul | on August 14, 2012 at 7:50 AM | 1 minute read

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, Online Community

ProCommunity #5: User Groups, Online Forums, and Customer Engagement

Written by Joshua Paul | on August 7, 2012 at 7:15 AM | 1 minute read

Discussing How User Groups Increase Customer Engagement with Lew Conner

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

Lew is the Executive Director of the Higher Education Users Group (HEUG), a large independent user group serving Oracle and PeopleSoft customers across the globe. He has been involved in leading and managing software user communities for over 30 years. Lew can be found at www.HEUG.org.

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Topics: Customer Engagement, User Group Management, User Group Software, Online Community

How to Improve Customer Relationships Using a Business-To-Business Online Community [Transcript]

Written by Joshua Paul | on July 11, 2012 at 8:30 AM | 15 minute read

In episode #1 of our web series, ProCommunity, I spoke with Vanessa DiMauro, CEO of Leader Networks. We discussed how business-to-business companies are using online customer communities to strengthen customer relationships and spur innovation.

We also covered the differences between business-to-consumer and business-to-business online communities, the process for creating a business-to-business online community, and how to get the most out of your online community metrics.

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Topics: Customer Engagement, Online Community

ProCommunity #1: The Keys to Understanding B2B Social Business

Written by Joshua Paul | on July 10, 2012 at 2:15 AM | 1 minute read

Thanks for checking out the very first episode of ProCommunity. This is a project that Socious has been working on for a long time and we're very excited to bring this level of insight to the social business community. We greatly value your feedback and comments.

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

How to Help Customers Build a Personal Brand in Your Online Community

Written by Joshua Paul | on June 12, 2012 at 8:30 AM | 3 minute read

Increase Online Community Engagement by Advising Customers, Members, or Employees on How to Develop Their Personal Brand

What do you say when your customers, members, or employees ask you why they should join your organization's online community?

Your response may include points about finding answers to questions, access to experts, and ongoing education.

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Topics: Customer Engagement, Online Community

6 Key Customer Engagement Metrics for Improving Online Community ROI

Written by Joshua Paul | on May 23, 2012 at 11:30 AM | 4 minute read

The Importance of Online Community Telltales

I took my daughter sailing for the first time last weekend. She was very interested in how I know where to steer.

I explained to her that there are pieces of yarn on the sails that tell me where to point the boat as the wind shifts. They are called telltales. If the yarn on the outside of the sail flaps, I make subtle adjustment to go in that direction. If the inside telltale isn't straight, I point the boat in that direction.

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Topics: Customer Engagement, Online Community

How to Improve Customer Retention With a Private Online Community

Written by Joshua Paul | on April 10, 2012 at 8:30 AM | 2 minute read

At you next customer conference or membership meeting, take an informal poll asking people why they do business with you? The data that you gather will be gold to your marketing, membership, and product management teams. While you'll hear answers across a broad spectrum, but they will most likely have this theme in common:

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Topics: Customer Engagement, Online Community

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