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Posts about Customer Experience

Customer Experience: Are You Addressing These 12 Critical Points?

Written by Joshua Paul | on September 23, 2014 at 8:30 AM

Customer experience. It's the new buzzword on the tip of everyone's tongue"”and not without good reason. The Customers 2020 Report claims that by the year 2020, experience will expand its lead over price and product as the key brand differentiator. However, "creating a better customer experience" is a lofty goal that can be difficult to define.

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Topics: Customer Experience

What Do the Companies With the Best Customer Experience Have in Common? (And How Can You Have It Too?)

Written by Joshua Paul | on February 18, 2014 at 10:55 AM

With the conclusion of one year and the beginning of another comes the onslaught of "year end" lists identifying the "best and worst" of the past year. From movies, to books, to"”yes, that's right"”even business strategies, practically nothing that happened in 2013 is safe from categorization.

While you may feel inundated with "best and worst of" lists, here's one that deserves special attention: the annual Global Leaders of Customer Experience Management survey.

Image credit: Global Leaders of Customer Experience Management Survey (GLS) 2013

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Topics: Customer Experience

How to Launch a Private Online Community Without Angering Your Customers

Written by Joshua Paul | on January 14, 2014 at 8:30 AM

Change Management Tips to Ease the Transition to a Community-Based Customer Experience

My wife and I love Walt Disney World. Like many people who frequent the parks, we have developed our own ways of avoiding lines, hitting a ton of attractions, and getting the most for our money.

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Topics: Online Community Management, Customer Communities, Customer Experience

How Your Online Customer Community Helps Close More Sales

Written by Joshua Paul | on December 19, 2013 at 9:01 AM

Many companies are experiencing real benefits of managing customer and partner relationships through online customer communities.

Active communities provide valuable insight into your customers' challenges and motives, which in turn helps your company to create even better products and services. Providing an always-on network of peer-to-peer support can also lower customer service costs by taking some of the burden away from call centers and other support personnel.

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Topics: Customer Communities, Customer Experience, Customer Advocacy

SharePoint's "Cloud" of Discontent - Why Companies are Looking at Alternatives

Written by Andy Steggles | on October 11, 2013 at 9:00 AM

I recently read this article that poses the question, "Should Microsoft kill SharePoint?" I personally think the answer is yes. My experience with Sharepoint is just one example of why.

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Topics: Community Platforms & Updates, Customer Experience

How to Increase Engagement Using Public & Private Social Networks Together

Written by Joshua Paul | on May 15, 2013 at 8:30 AM

One of the biggest areas of confusion around social business is the differences between public social networks, like Facebook, Google+, LinkedIn, and Twitter, and private online communities where most activity occurs behind a secure login.

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Topics: Engagement, Social Media, Customer Experience

Using Social CRM to Boost Inbound Marketing

Written by Andy Steggles | on April 25, 2013 at 9:00 AM

The second quadrant in my Elements of Social Networking model is social CRM. Gartner defines social CRM as "a business strategy that entails the extension of marketing, sales and customer service processes to include the active participation of customers or visitors to an Internet channel (Web or mobile) with the goal of fostering participation in the business process."

With the predominance of public social media use, organizations are missing out on potential valuable data and opportunities if they're not actively listening for mentions of their brand and/or competitor's brands on the social web.

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Topics: Marketing, Social Media, Customer Experience

Is Your Online Community Worth Your Customers' or Members' Time?

Written by Joshua Paul | on April 3, 2013 at 8:20 AM

"The key is in not spending time, but in investing it." That state of mind was imparted by the late Stephen R. Covery, author of the well-known book, The 7 Habits of Highly Effective People.

This modern proverb has different implications for you than it does for the audiences that you are trying to reach. Thinking about how you invest your time can give you insight into your priorities. Thinking about how your customers or members get a return on their investment of time can be humbling.

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Topics: Online Community Management, Engagement, Customer Experience

The Modern Rules of Customer Relationship Management (CRM)

Written by Joshua Paul | on March 12, 2013 at 10:30 AM

"It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change." - Charles Darwin

One of the keys to business growth has long been the strength and nature of the relationships an organization builds with its customers. All businesses with customers have customer relationships. They exist whether you like it or not, and whether you are focused on it or not.

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Topics: Online Community Management, Customer Communities, Customer Experience

4 Characteristics of an Exceptional Online Customer Experience

Written by Joshua Paul | on February 5, 2013 at 10:04 AM

It is true that your customers have a growing number of options for companies to do business with. While your customer base is getting bombarded with messages from competitors every day, it is your business that has the opportunity to stand out.

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Topics: Customer Experience

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