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Customer Experience Posts

New Tools to Keep Customers Engaged: Remarketing Basics

Written by Joshua Paul | on June 3, 2015 at 8:07 AM | 6 minute read

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, Online Community

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

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

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, Online Community

Six Tips for Creating a Compelling Online Presence

Written by Caitlin Struhs | on May 6, 2015 at 10:30 AM | 2 minute read

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, Marketing Automation, Online Community

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

Written by Hunter Montgomery | on April 28, 2015 at 10:00 AM | 2 minute read

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

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Topics: Customer Communities, Customer Experience, Customer Advocacy, Online Community

The Importance of Soft Launching Your Online Customer or Member Community

Written by Joshua Paul | on April 23, 2015 at 8:15 AM | 5 minute read

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, Online Community

The New Normal for Mobile and Responsive Design

Written by Dave Sabol | on April 20, 2015 at 4:42 PM | 2 minute read

What you should know about Google's new search algorithm

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Topics: Community Platforms & Updates, Customer Experience, Member Experience, Marketing Automation, Online Community

The Guide to Building Your Customer Journey Around Your Online Community

Written by Joshua Paul | on March 25, 2015 at 8:20 AM | 6 minute read

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, Online Community

The Evolution of Community and the Customer Experience

Written by Mark Lowry on October 22, 2014 at 10:30 AM | 2 minute read

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, Online Community

Customer Experience: Are You Addressing These 12 Critical Points?

Written by Joshua Paul | on September 23, 2014 at 8:30 AM | 5 minute read

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, Online Community

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 | 5 minute read

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, Online Community

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