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Customer Engagement Posts

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: B2B Communities, Customer 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

What Can Customer Engagement Buy You These Days?

Written by Joshua Paul | on March 9, 2012 at 1:25 PM | 4 minute read

Social engagement is sought-after currency for many brands, B2B companies, and nonprofit organizations. However, how to actually attain and maintain high levels of engagement with your customer ecosystem is less clear. Part of that has to do with a fuzzy understanding of the real business impact that engaged customers can deliver.

For many marketing and customer care executives, customer engagement is still a pie-in-the-sky concept with few metrics and no way to measure its impact. They know that it is important, but can't pinpoint just how engaging your customers can impact core business goals. We developed the following mnemonic device to remind companies and associations of the power that engaged customers or members can bring to an organization.

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Topics: Customer Engagement, Online Community

3 Must-Read Approaches to Online Community Engagement Metrics

Written by Joshua Paul | on March 2, 2012 at 2:31 PM | 2 minute read

"The price of light is less than the cost of darkness."
- Arthur C. Nielsen

This pioneer in the science of marketing research has it right. However, consistently executing on the proverb above is challenging for many organizations. Often times companies and associations put so much into designing their online customer or member communities to be valuable to their target audiences (which they should) that they have to scramble to define measures of success at the last minute or after the launch.

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Topics: Customer Engagement, Online Community

How to Improve Customer Marketing By Providing More Relevant Information

Written by Joshua Paul | on December 9, 2011 at 8:30 AM | 2 minute read

What can consumer-facing companies, like Google, Amazon, and Netflix, teach us about marketing to our existing customers? They have all figured out that providing highly relevant information to customers keeps them customers.

In the same way that these companies have proven that various degrees of personalized information and recommendations correlate to higher levels of customer stickiness, your organization can use this customer marketing approach to increase customer retention and additional sales opportunities.

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Topics: Marketing, Customer Engagement, Online Community

Customer Engagement: Are You 'Spamming' Your Customers?

Written by Joshua Paul | on June 30, 2011 at 8:30 AM | 3 minute read

Here is the #1 tip for keeping customers engaged: Stop talking about yourself! They are already your customers. They gave you their business. Now they want value, so stop 'spamming' them with marketing.

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Topics: Customer Engagement, Online Community, Marketing Automation

10 Practical Ways to Use a Mobile Conference App

Written by Joshua Paul | on February 15, 2011 at 7:47 AM | 1 minute read

Meeting and conference attendees increasingly demand ways to engage organizers, presenters, and each other from the time they register for months after the event. Conference management software often includes an online community platform to drive engagement prior to and following the conference.

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Topics: Customer Engagement, Online Community

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