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Online Community Management Posts

How Many Subscribers to Achieve Success in an Online Community?

Written by Andy Steggles | on April 3, 2013 at 10:00 AM | 5 minute read

Private online communities are a frequent topic of conversation on the American Society of Association Executives' (ASAE) private online community (disclosure: ASAE is a Higher Logic client).

Recently, an ASAE member posed the following question on ASAE Collaborate: "How many members does it take to have a successful Community of Practice (CoP)?"

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Topics: Online Community Management, Engagement, User Group Communities, Member Communities, Online Community

Is Your Online Community Worth Your Customers' or Members' Time?

Written by Joshua Paul | on April 3, 2013 at 8:20 AM | 3 minute read

"The key is in not spending time, but in investing it." That state of mind was imparted by the late Stephen R. Covery, author of the well-known book, The 7 Habits of Highly Effective People.

This modern proverb has different implications for you than it does for the audiences that you are trying to reach. Thinking about how you invest your time can give you insight into your priorities. Thinking about how your customers or members get a return on their investment of time can be humbling.

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

Three Things That Motivate Community Members

Written by Andy Steggles | on March 26, 2013 at 6:07 PM | 4 minute read

I recently read this TechCrunch article about what motivates technology users to become loyal users of any one platform in today's sea of software platforms. The article offers the following three tips to anyone building a private online community: rewards (the right rewards), frequency and the importance of building a community of peers whose opinion we care about.

The article frames these tips around Biz Stone's new startup, Jelly, but I think these tips are all equally applicable to organizations building private online communities.

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Topics: Online Community Management, Member Experience, Online Community

Online Customer Forums: Are You Prepared for These 7 Types of Questions?

Written by Joshua Paul | on March 21, 2013 at 8:30 AM | 5 minute read

If you have ever worked in a customer-facing role, you know that if something is possible with your product or service, customers will probably bring it up in your online customer forums at some point.

Each type of post or question in your customer forums represents a different persona that your community management team should prepare for. For instance, a post where a new customer introduces themself to the community comes with an entire set of needs, expectations, and next steps which that individual can take, than a discussion started by a veteran customer advocate.

It will improve your customers' experience and save your community management team time to train and prepare for a large portion of the questions that you know will be asked in your discussion forums.

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Topics: Online Community Management, Customer Communities, Customer Engagement, Online Community

The Modern Rules of Customer Relationship Management (CRM)

Written by Joshua Paul | on March 12, 2013 at 10:30 AM | 7 minute read

"It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change." - Charles Darwin

One of the keys to business growth has long been the strength and nature of the relationships an organization builds with its customers. All businesses with customers have customer relationships. They exist whether you like it or not, and whether you are focused on it or not.

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

Private Online Community Engagement Lessons From Facebook Fatigue Data

Written by Joshua Paul | on March 6, 2013 at 9:05 AM | 3 minute read

"Facebook is the greatest customer engagement tool on earth."

"I want my online customer community to be like Facebook."

"My customers are all on Facebook. Why can't I just start a community there?"

These are the type of things thing that we hear from businesses and nonprofit membership organizations when they first contact Socious about launching a private social network for their customers or members.

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Topics: Online Community Management, Social Media, Engagement, Online Community

The Risks of Waiting to Build Your Online Customer Community

Written by Joshua Paul | on February 28, 2013 at 10:45 AM | 6 minute read

I get far fewer funny looks than I used to when I give presentations on why customer communities are the future of customer management. It may be because the data is beginning to play this out.

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Topics: Customer Communities, Online Community Management, Customer Engagement, Online Community

Online Communities: 3 Signs You Have Major Strategic or Tactical Problems

Written by Joshua Paul | on February 26, 2013 at 9:49 AM | 4 minute read

Some people love managing online communities because the love to be social online. They thoroughly enjoy being at the center of it all. However, there is an even larger group of online community managers that do it for a different reason.

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Topics: Online Community Management, Online Community

5 Business Savvy Ways to Celebrate Community Manager Appreciation Day

Written by Joshua Paul | on January 28, 2013 at 9:18 AM | 4 minute read

Today is Community Manager Appreciation Day!

Some community managers will see chocolates on their desk when the roll into the office, other will get kinder-than usual instant messages throughout the day, and the lucky ones might even get taken to lunch.

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Topics: Online Community Management, Online Community

25 Tweetable Online Community Tips from Richard Millington's Book Buzzing Communities

Written by Joshua Paul | on January 15, 2013 at 10:52 AM | 6 minute read

Among the fire hose of social media tips being circulated every day, Richard Millington's FeverBee blog is a must-read for online community and social business professionals.

While there isn't anyone who writes more prolifically about online community management than Richard, it is his data-driven approach to online communities of all types and sizes that has put him at the center of an industry that is emerging as an imperative to business growth, marketing success, and relationship building.

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Topics: Online Community Management, Online Community

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