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Member Experience Posts

How to Use Content to Keep Customers or Members Returning to Your Online Community

Written by Christina Green | on February 4, 2016 at 8:30 AM | 4 minute read

In the end, keeping your members coming back to your community comes down to more than just making participation into a game, or training your members to login every day. Without engaging content, none of that really matters.

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Topics: Member Communities, Associations, Member Experience, Marketing Automation, Online Community

Hacking Your Community's Subconscious

Written by Molly Talbert | on January 28, 2016 at 8:30 AM | 6 minute read

You’re not lazy, but sometimes your brain is. It has so much to compute and process each millisecond that it needs all the extra help it can get. To do this, brains have developed little mental shortcuts we’re often not aware of but influence our decisions instantly. Many of these hardwired tricks are survival tactics that helped humans evolve to be the species we are today, but can trip us up in the modern world sometimes.

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Topics: Online Community Management, Engagement, Member Experience

Changing Behavior and Creating Value

Written by Molly Talbert | on January 13, 2016 at 8:30 AM | 5 minute read

What makes a community valuable? There are a lot of combined factors that create value, but a big one is member behavior -- how do people act when they’re in your community? Member interaction can tip the scales of your community in either direction, towards success or catastrophe. If people engage and ask the group questions, the community feels much different than it would if people only checked in occasionally and emailed members privately.

What if your members aren’t doing what you want? Good news is, if your community isn’t very engaged or doesn’t feel sustainable, you can mold member behavior to create the environment you want.

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Topics: Online Community Management, Engagement, Member Experience, Online Community

Extreme Ideas to Make Your Community Fun

Written by Molly Talbert | on January 4, 2016 at 8:30 AM | 5 minute read

Even a perfect community can get a little stale.

Does this sound familiar? Say everything is going well -- your launch was smooth, automation rules are up and running, you’re following all the top best practices and have aligned the community with your organization’s strategic goals. Everything is working! Yet something still feels flat.

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Topics: Online Community Management, Member Experience, Online Community

Should Your Community Get an App? [Infographic]

Written by Molly Talbert | on December 9, 2015 at 8:30 AM | 1 minute read

Having a place where your members can always share ideas and questions is the ideal engagment tool. But what's the best way to gather those members when they're on the go -- should you invest in an app or stick to web design improvements? We've streamined the throught process to make your decision easier.

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Topics: Online Community Software, Member Experience, Online Community

I Have Responsive Design - Do I Need an App?

Written by Molly Talbert | on December 3, 2015 at 8:00 AM | 5 minute read

You spent a lot of time and money on a beautiful responsive website, one that works on all screen sizes, including tablets and smartphones. So why would you need an app for your community? Isn’t responsive design like the two-in-one solution?

There isn’t an easy, straightforward answer to this question, but hear us out. Responsive design doesn’t necessarily make mobile apps obsolete, but mobile apps aren’t the right choice for everyone. First, think about how your community is now and where you want it to go. Do you have consistent engagement and want to try some new tactics? Or are you hoping to boost activity analytics, like the number of logins each month?

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Topics: Engagement, Customer Experience, Member Experience, Marketing Automation, Online Community

Anonymous on the Internet

Written by Elizabeth Tobey | on December 2, 2015 at 2:00 PM | 9 minute read

For the past week, I’ve stared at a blank page, puzzling out a pithy way to start this article.

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Topics: Online Community Management, Customer Experience, Member Experience, Marketing Automation, Online Community

How to Create a Community Culture

Written by Andy Steggles | on November 24, 2015 at 9:30 AM | 4 minute read

As I've blogged about before, I see social networking for businesses as encompassing four quadrants: public social media, social CRM to collect data, social software in the workplace (intranet) and externally facing social software (an open online community). As I detailed in that post, there are many opportunities for companies to leverage multiple social networking elements, especially through an online community.

Publicly facing social sites, like an open community, are especially powerful and offer businesses the ability to interface with customers ‘where they are,’ to monitor what's being said about your brand on those sites and to incorporate that feedback into your organization's overall communications strategy. This transparency not only helps you create a better product, but ‘helps members and customers help themselves’ by allowing them to ask and answer questions as a community.

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Topics: Online Community Management, Customer Experience, Member Experience, Online Community

How to Design a Community Your Users Will Love

Written by Molly Talbert | on November 16, 2015 at 9:00 AM | 4 minute read

Have you recently visited a website plagued by confusion and disorganization? You can't find what you're looking for, and you're not even sure what you're looking at to begin with. That’s bad user experiencewhat any community wants to avoid.  If your user experience is less than easy, then maybe they will come, but don’t count on them sticking around or returning any time soon.

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

How to Market Your Association's Virtual Memberships Like a Tech Company

Written by Christina Green | on November 12, 2015 at 8:30 AM | 4 minute read

Take a second and go out to the Google Play Store or iTunes, and search for free apps. How many came up? Some number this side of a google? (Sorry, bad pun.) But the answer is a lot, right?

If you clicked through to some of the better known apps, you'll find they have a free level and one or more paid levels. Tech companies are marketing geniuses when it comes to knowing how to lock down some of their features in order to entice people to upgrade.

Associations that offer virtual memberships or entry-level membership tiers could learn quite a bit from them.

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Topics: Associations, Member Experience, Member Engagement, Marketing Automation, Online Community

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