<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=2061863960506697&amp;ev=PageView&amp;noscript=1">
Higher Logic Blog - Banner

Engagement Posts

Protech Associates Creates “Tier 1 Support on Steroids” [Case Study]

Written by Caitlin Struhs | on December 5, 2016 at 8:45 AM | 7 minute read

Based in Columbia, Maryland, Protech Associates, Inc. provides cloud association management software powered by Microsoft Dynamics CRM and run on the Microsoft Azure cloud. The organization has dedicated more than 30 years to exclusively serving the association community and is continuously looking for ways to improve the products and services it delivers.

In early 2015, Protech realized it needed an online community to enhance its customer support experience. Protech Director of Customer Care Matt Bruffey spearheaded the project, which has become one of Protech’s most valuable benefits for its customers.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Engagement, Marketing, Customer Support, User Group Communities, Online Community

How Should You Measure Your Community's Engagement and Satisfaction?

Written by Andy Steggles | on November 30, 2016 at 9:00 AM | 4 minute read

If you feel like you’re caught trying to go upstream in a surging metrics river, you’re not alone.

But we do have to measure our community activity and member behavior to get a handle on customer satisfaction. The health of a community is dependent on the health of customers’ interactions and feedback.

So we’re faced with two questions: what should we measure, and how? This is when the impending flood of metrics advice and tools looms again. This is when we need to take a step back and define what community success is. To do that, engagement and satisfaction should be separate.

Celebrate and encourage engagement. Focus on collecting and tracking customer feedback. Measure both to see satisfaction trends.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Engagement, Online Community Management, Online Community

The 2016 Super Forum Community Expert Panel: Highlights

Written by Caitlin Struhs | on November 28, 2016 at 8:30 AM | 7 minute read

We were honored to host four renowned community thought leaders at this year’s Super Forum. It was a vibrant discussion that included data versus passion in community, engagement as it relates to retention, the state of community management, and influencing community behavior.

Read More »

There is 1 Comments | Join the conversation.

Topics: Online Community Management, Engagement, Community Platforms & Updates, Online Community

The Objectives Behind Creating Your Online Community

Written by Lauren Perkins | on November 15, 2016 at 8:30 AM | 4 minute read

Creating a community may seem like a daunting task. This month we will describe some of the main objectives that will help streamline the process. If you already have a community, these objectives can help you validate the value while re-grounding your team and stakeholders.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Management, Marketing, Engagement, Communications, Online Community

World Usability Day: A Day to Be Celebrated

Written by Lauren Janik on November 8, 2016 at 8:00 AM | 2 minute read

There seems to be a “day” for everything. There’s National Groundhog Day. I’m writing this blog on Use Your Common Sense Day. And who doesn’t love International Talk Like a Pirate Day? There are also days that should be taken more seriously, such as World Cancer Day and Giving Tuesday. There are even days to celebrate things you love, such as World Jazz Day. And the list goes on.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Communications, Engagement, Community Platforms & Updates, Online Community, Marketing Automation

This, Not That: Images for Your Online Community

Written by Lauren Wolfe | on October 27, 2016 at 8:30 AM | 5 minute read

Online communities are notoriously difficult to visualize. I’m often asked how I keep finding new, interesting and accurate images to represent online communities and related industry subjects.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Engagement, Online Community Management, Online Community

When Community Members Dive into Politics

Written by Jenny Taylor | on October 25, 2016 at 8:15 AM | 5 minute read

Election years are always contentious, but especially these days. It’s one thing to debate or talk with friends -- maybe even family? -- but it’s another when those conversations end up on your community. Even if you think most members generally see eye to eye, people still have different opinions, which can lead to tension or full blown arguments.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Engagement, Online Community Management, Online Community

Should Lurkers Be Called 'Lurkers'?

Written by Molly Talbert | on October 12, 2016 at 8:26 AM | 4 minute read

Would you rather be called a ‘lurker’ or a ‘wallflower’?

Language is an important factor when creating an online community. Developing specific words or phrases can deepen a sense of community amongst your members, giving them the feeling of being on the “inside” or part of an exclusive group. Language can also influence engagement, depending on how positively -- or negatively -- members feel about your word choices.

Which leads us to this question: should we call lurkers ‘lurkers’?

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Management, Engagement, Online Community

Dynamic Communities Spurs Engagement and Conversation for Microsoft User Groups

Written by Caitlin Struhs | on October 10, 2016 at 9:15 AM | 8 minute read

Dynamic Communities, Inc. is the administrative organization behind professional software user groups such as the Dynamics AX User Group (AXUG), the Dynamics GP User Group (GPUG), the Dynamics CRM User Group (CRMUG), the Dynamics NAV User Group (NAVUG), and more. Formed to ease the burden on the volunteer leaders of these Microsoft application-focused user groups, Dynamic Communities is committed to serving the needs of its members and helping each organization to grow. In total, more than 95,000 members participate in Dynamic Communities-managed user groups.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Engagement, User Group Communities, Online Community

How to Get Amazon-Level Personalization (With No Extra Effort)

Written by Julie Dietz on October 10, 2016 at 8:30 AM | 5 minute read

I'm attending a wedding next month. This is a wedding without a gift registry, which should be illegal because I spent well over an hour scrolling through "wedding gifts" on Amazon before I figured out what to give the happy couple.

Gift hunting was exhausting and stressful, so I waited until the next day to look for a dress to wear. That, however, went much faster. As soon as I logged on to Amazon I was shown some beautiful, wedding-appropriate dresses (along with a few "congratulations" greeting cards). The dresses were Amazon's suggestion, and that personalized recommendation created an ideal online experience for me.

Amazon is a master at this. They're incredibly effective at engaging their audience through personalization, including on-screen purchase suggestions and personalized emails.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Engagement, Marketing Automation, Customer Experience

Subscribe to the blog by email

Subscribe to the blog by RSS

rssHigher Logic Blog Feed

Recent posts

We're Featured

Association Universe