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Customer Experience Posts

How Customer Engagement Increases Existing Customer Sales

Written by Julie Dietz on May 13, 2016 at 8:30 AM | 4 minute read

There are ups and downs in the stock market, in housing prices, in consumer sales. These trends, even though they're important, are something we're used to, so when a new, important business trend comes along we may or may not pay attention.

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Topics: Customer Engagement, Customer Experience, Marketing Automation, Online Community

Tips for Creating a Killer Online Customer Experience

Written by Christina Green | on May 12, 2016 at 8:30 AM | 5 minute read

Your online customer experience is a vast, sometimes intimidating concept to tackle, made up of all your company's interactions with customers online. It's also something that almost every organization wants to improve, and we'd like to help.

However, since there have been books written about improving the online customer experience, this article will stick to only primary touchpoints directly within your control - aka the web properties you own.

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Topics: Customer Engagement, Customer Experience, Customer Success, Online Community

How to Triple Your Customer Advocates in One Week

Written by Julie Dietz on May 11, 2016 at 8:30 AM | 4 minute read

In a perfect world, all of your customers would be highly engaged with your brand, vocal supporters of your products, and consistently make repeat purchases. Sounds pretty nice, doesn't it?

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Topics: Customer Experience, Customer Advocacy, Online Community

Go Beyond Traditional Customer Experience

Written by Heather McNair on May 2, 2016 at 8:00 AM | 5 minute read

Can you name any companies that go beyond tradition to create positive customer experiences?

One of the most iconic examples is Ritz-Carlton. No matter which one you stay in, guests expect -- and receive -- excellent, individualized service. They revolutionized what luxury hotel service looks and feels like, creating a gold standard that many luxury hotels now use.

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Topics: Customer Experience, Online Community

How to Inspire Fierce Customer Loyalty (plus 9 other insightful resources)

Written by Julie Dietz on April 29, 2016 at 8:30 AM | 3 minute read

Every week we aim to make your life easier by compiling the best online community articles from around the web right here on our blog. This week, our favorite articles focus on tips for jumpstarting customer loyalty and digital engagement.

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Topics: Customer Experience, Customer Advocacy, Online Community

How to Tackle Customer Experience Challenges (plus 9 other helpful resources)

Written by Kaila Timmons on April 22, 2016 at 8:30 AM | 3 minute read

Every week we aim to make your life easier by compiling the best online community articles from around the web right here on our blog. This week, our favorite articles focus on digital marketing and improving the customer experience.

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Topics: Customer Experience, Online Community

Are You Spamming Your Customers? (and How to Stop)

Written by Julie Dietz on April 21, 2016 at 8:30 AM | 6 minute read

Spam. Delicious, or just plain weird? While the debate rages on in the culinary category, it never even got started in the marketing world. No one has ever liked marketing spam.

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Topics: Communications, Marketing, Customer Experience, Marketing Automation, Online Community

The Importance of Marketing to Your Current Customers

Written by Julie Dietz on April 14, 2016 at 8:30 AM | 4 minute read

We've seen a surge of articles talking about a pervasive problem with marketing strategies: overemphasis on acquisition and lack of focus on current customers. But is it true? Are marketers really overlooking current customers?

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Topics: Customer Experience, Customer Retention, Customer Advocacy, Marketing Automation, Online Community

The Mobile Frontier: Create Frictionless Content and Help Members Engage

Written by Andy Steggles | on March 9, 2016 at 10:00 AM | 4 minute read

Engagement -- it’s that golden word everyone talks about and one important sign of a healthy community. Part of creating member engagement -- discussions, content creation, connections -- is removing all the barriers you can. For optimal engagement, it’s important that there’s as little friction as possible, which isn’t as hard as you’d think.

Beyond being a buzzword and a broad concept, engagement does actually affect your community’s bottom line. In our 2015 Community Benchmarking Report we looked at data from 80 organizations with online communities, and compared those overall averages and medians from MGI’s 2015 Membership Marketing Benchmarking Report.

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

Communities Help the Buyer's Journey

Written by Hunter Montgomery | on February 23, 2016 at 10:00 AM | 5 minute read

A community isn’t just an afterthought for your customers. And it isn’t only valuable once the deal is sealed and you sold them your product or services. Communities can support both you, your team and your customers throughout the buyers journey; every step of the way, from evaluation, decision, retention and, ultimately, creating customer loyalty.

It’s important to think of your customer relationship as starting long before the first contact. Rather than the transaction solidifying a relationship, it’s the relationship that triggers the transaction -- as it did for this man. A relationship with a potential customer begins before you even know them; in a community, they see how you interact with your current customers and how customers interact with each other.

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Topics: Marketing, Customer Communities, Customer Experience, Customer Support, Marketing Automation, Online Community

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