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Posts about Customer Retention

The Evolution of Experience with Marketing Automation

Written by Shayna McGroggan | on December 14, 2017 at 8:30 AM

Stop me if you’ve heard this one: marketing automation will save you time and increase your engagement and efficiency. Okay, you’ve definitely heard that one, and it’s all true. The problem is you may not be getting to the biggest benefit that marketing automation has to offer: time.

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Topics: Marketing, Member Experience, Customer Retention

4 Customer Retention Metrics You Can Find in Your Online Community

Written by Julie Dietz on November 2, 2017 at 8:30 AM

Customer communities are designed to keep your clients engaged, informed, and satisfied with your business so they stay with you longer, making repeat and additional purchases.

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Topics: Online Community Management, Customer Engagement, Customer Retention

How to Increase Customer Retention with an Online Community

Written by Julie Dietz on July 25, 2017 at 8:30 AM

A five percent increase in customer retention can increase business profits by 25 percent. That’s substantial, but according to the Harvard Business Review, it may be on the low side. That same five percent retention increase may be able to increase revenue by up to 95 percent.

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Topics: Customer Communities, Customer Experience, Customer Retention, Customer Support

The 6 Biggest Business Benefits of Starting a Branded Online Community

Written by Hunter Montgomery | on June 15, 2017 at 8:30 AM

What drove your last business initiative?

For most of us, the answer revolves around meeting goals and improving the bottom line. We launched our latest project to be more efficient, increase sales, or improve retention.

Those are the same reasons why business executives are starting branded online communities.

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Topics: Customer Communities, Customer Retention, Customer Support, Customer Advocacy

Improve Your Customer Retention Program with an Online Community

Written by Molly Talbert | on March 16, 2017 at 8:30 AM

 

Many people ask how online communities can bring in new customers. It’s important, but communities aren’t just about growing your customer base. Part of a community’s value comes from something else - retaining existing customers.

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Topics: Online Community Management, Marketing, Customer Retention

Is Your Retention Marketing Plan Inbound-y Enough?

Written by Julie Dietz on November 14, 2016 at 8:30 AM

Which is easier for you to pinpoint, the number of new customers you won last quarter or the number of current customers who left your company?

For most businesses, it's easier to rattle off new customer numbers. That's because the majority of marketing and sales efforts (and executive focus) go toward attracting and winning new customers. Every day, marketers are becoming more and more efficient at winning new business through digital relationship-building approaches like inbound.

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Topics: Communications, Customer Experience, Customer Retention, Customer Success

What is Net Negative Churn (And Why Do You Want It)

Written by Julie Dietz on May 17, 2016 at 8:30 AM

It's hard to pinpoint a single reason that your customers either stay with you or leave. However, if there's one thing we know for sure, it's this: change leads to churn. Customers will change their minds. Your services will evolve, and no matter what you do, your products or services aren't always going to be the right fit for every person every time.

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Topics: Customer Retention, Customer Success

How to Use Online Activity Data to Know If a Customer Might Leave You (Without Hearing It From Them)

Written by Julie Dietz on May 6, 2016 at 8:30 AM

There are at least two things we know for sure about customer retention:

  1. Keeping the customers you already have is crucial to the success of your business.
  2. Customers are harder to keep today than ever before.

According to recent research from Accenture, 46% of customers in the United States say they're more likely to switch providers now than they were 10 years ago. That's likely because customers today have more accessible information and options, meaning they are constantly aware of their choices.

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Topics: Customer Communities, Customer Engagement, Customer Retention

The Importance of Marketing to Your Current Customers

Written by Julie Dietz on April 14, 2016 at 8:30 AM

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

The Top 5 Reasons Why Companies Launch Branded Online Communities (and Why Some Succeed) [Research]

Written by Julie Dietz on March 8, 2016 at 8:30 AM

According to a recent study from leading social and community business researchers Leader Networks and CMX, the marketplace is seeing a revolutionizing shift in both business and marketing behavior. Instead of focusing on traditional advertising and cost reduction businesses and associations are focusing on their relationships with customers to improve satisfaction and add value for existing and potential customers.

That means companies are increasingly looking to their customers as the source of their success and looking for more feedback on products, services, and practices.

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Topics: Customer Communities, B2B Communities, Customer Retention, Customer Support

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