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Posts about Customer Experience

7 Things Customers Hate about Customer Communities on Public Social Networks Like Facebook or LinkedIn

Written by Joshua Paul | on January 23, 2013 at 9:57 AM

How many of you have seen a swarm of emails that looks like this recently?

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Topics: Customer Experience

ProCommunity #12: How to Bring Together Online Communities & CRM To Improve Business Performance - Part 2 of 2

Written by Joshua Paul | on October 2, 2012 at 8:25 AM

Discussing How to Put Social CRM to Work for Your Business with Barton Goldenberg

This is the second half of our discussion with Barton Goldenberg on online communities and social CRM. Review the first part of our conversation on the previous episode of ProCommunity, the show where online communities meet business performance.

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Topics: Customer Communities, Online Community Software, Customer Experience

How to Use Online Community Software to Improve Customer Marketing

Written by Joshua Paul | on September 11, 2012 at 8:30 AM

What Should Online Marketers Know to Micro-Target Customer Segments?

I recently asked a top-tier email marketing consultant about the one thing I can do to get the most improvement in my lead and customer email marketing? His answer: segment, segment, and segment.

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Topics: Communications, Online Community Software, Customer Experience, Customer Success

How to Use a Private Social Network to Improve Customer Satisfaction

Written by Joshua Paul | on June 19, 2012 at 8:14 AM

Successful businesses are built on two things - numbers and people.

The numbers are what they are - market size, sales, cash flow, customer retention, etc. They either add up or they don't.

People are a related, but different story. The numbers would rarely be positive if your employees, partners, and customers weren't aware, motivated, and successful at their jobs.

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Topics: Online Community Software, Customer Experience, Customer Success

5 Ways to Improve the Customer Experience & Why It Matters [Data]

Written by Joshua Paul | on May 9, 2012 at 11:33 AM

For some customers, engagement is not the golden ticket that you think it is.

Both business professionals and consumers are busier and more frazzled than ever. They don't have time to engage on your terms. Chances are that your target audience wants help with the task at hand and then wants to move on. How can this bit of information have a significant impact on your business or membership organization?

A Little Customer-Centric Thinking Can Go A Long Way

According to a 2012 Corporate Executive Board study, customers value a simple customer experience over being engaged. Companies that focus on simplifying the customer experience and purchasing process have customers who are 86% more likely to purchase their products and 115% more likely to recommend their brand to others.

When it comes to customer retention and brand advocacy, the survey indicates that a 20% increase in simplifying the customer experience results in a 96% increase in a customer's likelihood to purchase, re-purchase, or recommend a particular brand.

As more and more companies develop online customer communities to engage prospects and customers, it is important to place a premium on keeping the customer experience simple and straightforward.

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Topics: Customer Experience

How to Get Customers or Members by Setting Your Customer Experience Apart

Written by Joshua Paul | on March 13, 2012 at 8:30 AM

Does the following sound familiar?

Your prospective customer has a problem. They research their problem and potential solutions. It may be that your prospective customer is trying to shrink their sales cycle or increase employee productivity. Or it may be that your prospect is a young lawyer who is looking to start his or her own firm and wants to reach out to others who have done the same..

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Topics: Customer Experience

Improve Customer Experience Using One of the Best Online Community Models

Written by Joshua Paul | on January 17, 2012 at 8:51 AM

Your online community will not be as popular as Apple's iPad was when it launched. It may not even be as popular, as the HP whatever-it-was-called tablet when it was launched. I'm here to tell you that it is OK.

For marketing and membership professionals who are nervous about getting customers to use, engage with, and return to your private online customer or member community, this may be the best news you have heard all year.

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Topics: Online Community Software, Customer Experience

How Live Events Improve Customer Relationships

Written by Joshua Paul | on November 15, 2011 at 8:30 AM

We recently brought its customer community together for a live multi-day event focused on learning, networking, and product feedback. Being an online customer community software company, we were overwhelmed by the positive response of our customers to the in-person workshops. The feedback highlighted how important it is for B2B companies to combine live conferences and online customer communities to build strong customer relationships.

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Topics: Customer Experience

Online Communities For Business Are Still All About People

Written by Joshua Paul | on July 14, 2011 at 8:35 AM

I recently had the pleasure of joining a few dozen members of one of our customer organizations for a tour of Washington DC. It was wonderful evening filled with good people, fun facts, and great product feedback. I love talking to people in our market – customers and non-customers. In my experience, the answers to how we can continue to meet the needs of businesses and membership organizations are going to come from outside our building.

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Topics: Customer Communities, B2B Communities, Customer Experience

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