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Posts about Customer Experience

5 Lessons to Help You Start Using Data Science

Written by Julie Dietz on November 14, 2017 at 8:30 AM

What comes to mind when you think about the term “data science”?

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Topics: B2B Communities, Associations, Customer Experience

Why You Should Be Obsessed With Your Customer Experience

Written by Heather McNair on October 3, 2017 at 8:30 AM

Happy CX Day!

For those of you who haven’t heard of CX Day, here’s the rundown: the Customer Experience Professionals Association (CXPA) organizes CX Day as a global celebration of the companies and professionals who create great experiences for their customers.
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Topics: B2B Communities, Customer Experience

How User Groups Defer Customer Support Costs While Creating Raving Fans

Written by Julie Dietz on August 17, 2017 at 8:30 AM

In 2016, businesses lost $63 billion dollars due to bad customer service. That’s up from 2013 by a whopping $20 billion.

To make matters worse, almost half of customers will stop doing business with a company because of bad service – a percentage that will likely increase as younger generations (who are more likely to switch companies) become more prominent and influential.

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Topics: B2B Communities, User Group Communities, Customer Experience, Customer Support

How to Increase Customer Retention with an Online Community

Written by Julie Dietz on July 25, 2017 at 8:30 AM

A five percent increase in customer retention can increase business profits by 25 percent. That’s substantial, but according to the Harvard Business Review, it may be on the low side. That same five percent retention increase may be able to increase revenue by up to 95 percent.

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Topics: Customer Communities, Customer Experience, Customer Retention, Customer Support

How to Overcome Challenges and Use Community as an Integrated Service to Improve Business Results

Written by Scott K. Wilder | on July 20, 2017 at 8:30 AM

Historically, organizations have struggled to integrate community into their infrastructure and customer-facing offerings. Community is often looked at as a standalone application or service that’s tacked onto a company’s overall suite of platforms, such as their corporate website, their marketing automation platform, their email engine, and their CRM.

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Topics: Online Community Management, Customer Communities, Customer Experience

6 Quick Website Tweaks that Make a Big Impact

Written by Julie Dietz on February 28, 2017 at 8:30 AM

If you watch budget design shows on TV, you know that one of the designers’ favorite tricks is paint. It’s cheap, fast, and gives a whole new look to furniture and walls. Rarely do you see a makeover on a budget that doesn’t at least paint an accent wall. White walls hardly ever remain white.

Websites are the white wall of your marketing plan. You can make little changes to pique people’s interest and move potential customers and members further down the sales funnel.

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Topics: Marketing, Customer Experience, Member Experience

Is Your Retention Marketing Plan Inbound-y Enough?

Written by Julie Dietz on November 14, 2016 at 8:30 AM

Which is easier for you to pinpoint, the number of new customers you won last quarter or the number of current customers who left your company?

For most businesses, it's easier to rattle off new customer numbers. That's because the majority of marketing and sales efforts (and executive focus) go toward attracting and winning new customers. Every day, marketers are becoming more and more efficient at winning new business through digital relationship-building approaches like inbound.

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Topics: Communications, Customer Experience, Customer Retention, Customer Success

CXPA Elevates the Customer Experience with Community

Written by Caitlin Struhs | on September 15, 2016 at 8:30 AM

The Customer Experience Professionals Association (CXPA) was founded in 2011 as a premier, global non-profit organization dedicated to the advancement and cultivation of the customer experience profession. The organization aims to increase both impact of visibility of customer experience professionals, facilitate effective member-to-member sharing, and establish respected industry standards.

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Topics: Marketing, Customer Communities, Customer Experience

How to Use Data to Solve Your Biggest Online Community Participation Problems

Written by Julie Dietz on September 6, 2016 at 8:30 AM

When I joined my first online community 8 years ago, I was excited to see and take part in key discussions in my industry. The association I belonged to had launched a private online community for members earlier in the year and I couldn't wait to get involved. But when I logged in, I thought there was something wrong with my browser. Every group and discussion area was a ghost town. Even the questions that I now know were seed questions from the organization didn't have any responses.

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Topics: Online Community Management, Engagement, Customer Experience, Member Experience

Read Your Community Members' Minds

Written by Heather McNair on May 23, 2016 at 8:30 AM

It’s true -- you can read minds and predict the future.

Sure, communities can help you with customer acquisition and retention, but they can also help you forecast what your members want or need -- improving your members’ experience and your organization’s bottom line.

How can your community help get you inside a member’s head and learn what they truly think and what they really need?

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Topics: Online Community Management, Customer Experience, Member Experience

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