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Customer Success Posts

5 Ways to Competitor-Proof Your Customers Using Your Private Online Community

Written by Joshua Paul | on October 2, 2012 at 10:54 AM | 4 minute read

On the day that you are reading this, at least one of your customers is watching webinar, downloading an eBook, or fielding a phone call from your competition.

Almost all organizations have competitors. Even the most innovative products are in industries where other companies are trying to solve the same business problems for the market. And today, like every day, your competitors are engaging your current customers.

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Topics: Customer Success, Online Community

How to Use Online Community Software to Improve Customer Marketing

Written by Joshua Paul | on September 11, 2012 at 8:30 AM | 5 minute read

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, Online Community

4 Essential Steps for Building a Successful Online Community for Business

Written by Joshua Paul | on June 21, 2012 at 8:54 AM | 3 minute read

How to Set Up a Killer Customer Experience in Your Online Community

In online community building, first impressions matter.

If you are lucky enough to get a second opportunity to prove your online community's value to your customers after flopping the first impression test, then second impressions matter too, maybe even more than the first.

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Topics: Customer Success, Online Community

How to Use a Private Social Network to Improve Customer Satisfaction

Written by Joshua Paul | on June 19, 2012 at 8:14 AM | 3 minute read

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, Online Community

4 Must-Read Customer Community Books for Social Business Pros

Written by Joshua Paul | on August 25, 2011 at 12:25 PM | 2 minute read

With all of the online reading that marketers and customer management professionals do, it is sometimes refreshing to read or listen to an entire book on a topic that covers all the angles, is full of comprehensive tips, and offers practical examples and success stories.

While there are an array of books (many of them are very good) about using social media to build reach and develop a personal brand, many social media books don't cover why and how to build a successful and sustainable online customer community. There is agreement among most public social media professionals on best practices to grow your business. However, most marketing strategy books don't offer in-the-trenches advice for planning and launching an online communities since organizations have wide-ranging customer engagement goals.

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Topics: Customer Success, Online Community

How to Avoid Violating Customer Communication Preferences

Written by Joshua Paul | on August 23, 2011 at 8:30 AM | 3 minute read

I have been getting a lot of positive feedback about our recent post, 10 Things About Building an Online Community That May Surprise You. I have also been getting some questions. One of most important questions has to do with centrally positioning your online customer or member community in your customer communication strategy so that your target audience has to use the community to get valuable information from your organization. Some organizations may even see running their customer communication through their online community as potentially violating their audience's communication preferences.

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Topics: Customer Success, Online Community

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