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Posts about Customer Experience

The Importance of Language for Your Community

Written by Ben Rossell | on July 15, 2015 at 9:30 AM

Ben Rossell is our summer graphic design intern and a Senior at George Mason University (GMU). Ben enjoys painting portraits, landscapes, and some concept art (especially using oil paints and digital painting), but now is successfully diving into the world of blogging.

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

Accessibility: Getting Everyone Engaged

Written by Mark Eichler on June 4, 2015 at 5:12 PM

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The bottom line: websites should be easy to use. A user-friendly and responsive website means going beyond fun graphics and intuitive navigation. This means every web page should be visually approachable for every kind of user across the spectrum of visual limitations. 

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Topics: Community Platforms & Updates, Engagement, Customer Experience, Member Experience

New Tools to Keep Customers Engaged: Remarketing Basics

Written by Joshua Paul | on June 3, 2015 at 8:07 AM

Recently, we discussed how capitalizing on the latest marketing tactics can help you keep customers or members engaged in your private online community. Specifically, we examined how remarketing can drive people back to your community by taking your normal calls-to-action that typically only exist within the walls of your community and extending them out into the rest of the Internet.

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Topics: Communications, Customer Engagement, Customer Experience

How to Optimize Your Customer Experience by Surveying Your Online Community Members

Written by Katie Oakes on May 13, 2015 at 7:30 AM

In the field of online community management, we talk a lot about data-driven decisions and reading online community metrics. Since online community platforms are one of the hottest business technologies of this decade, the analytics tools that track community members’ behavior get the lion’s share of the attention.

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Topics: Online Community Management, Customer Experience

Six Tips for Creating a Compelling Online Presence

Written by Caitlin Struhs | on May 6, 2015 at 10:30 AM

Engagement and collaboration should be at the top of the list for best online experience. It might seem like creating cohesion for your organization, your communities and your brand can seem an insurmountable task, but you probably already have great content and brand advocates on your side.

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Topics: Marketing, Customer Experience, Member Experience

3 Reasons to Bring Customers' Voices Together with an Online Community

Written by Hunter Montgomery | on April 28, 2015 at 10:00 AM

The ultimate question: how do we make our customers happy?

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Topics: Customer Communities, Customer Experience, Customer Advocacy

The Importance of Soft Launching Your Online Customer or Member Community

Written by Joshua Paul | on April 23, 2015 at 8:15 AM

After months of strategizing, planning and hard work, you're finally ready to launch your new online community. Your online community software vendor has completed the implementation process, your community layout is all set up, and you have a handful of active members ready to engage with newcomers.

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Topics: Online Community Management, Customer Experience, Member Experience

The New Normal for Mobile and Responsive Design

Written by Dave Sabol | on April 20, 2015 at 4:42 PM

What you should know about Google's new search algorithm

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Topics: Community Platforms & Updates, Customer Experience, Member Experience

The Guide to Building Your Customer Journey Around Your Online Community

Written by Joshua Paul | on March 25, 2015 at 8:20 AM

A typical customer journey is a vast and tangled experience. The path your customer take to becoming a customer and staying a customer is rarely straightforward.

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Topics: Customer Communities, Customer Experience, Customer Advocacy

The Evolution of Community and the Customer Experience

Written by Mark Lowry on October 22, 2014 at 10:30 AM

Forward thinking organizations are moving away from traditional help desk models. No longer do customers need to sit and wait for an automated support queue - they can and should expect real-time responses. An integrated service model for customers, including a support portal, social media engagement and an online community, can provide faster response times and give customers and members the option as to how they interact with the organization. In addition, the idea of crowd sourcing content for a robust knowledge base from your best experts, your customers, has taken hold.

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Topics: Customer Communities, Customer Engagement, Customer Experience

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