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Online Community Posts

Your Guide to Building Automated Campaigns with Integrated Data

Written by Shayna McGroggan | on August 16, 2018 at 7:59 AM | 6 minute read

I’m a big fan of 80s fantasy films. In the movie The Princess Bride, one of my favorite scenes is when Inigo starts to question Vizzini’s grasp of the vernacular after hearing him use the word “inconceivable” multiple times to describe things that were clearly coming to fruition anyway. He gives Vizzini a puzzled look and says “You keep using that word. I do not think it means what you think it means.”

Refresh for those of you who are having a very Vizzini day:

in·con·ceiv·a·ble

Defined as not capable of being imagined or grasped mentally; unbelievable.

When you hear the term “integrated data,” what comes to mind? It may not mean what you think it means.

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Topics: Engagement, Marketing, Marketing Automation, Online Community, Integration

Higher Logic's Rob Wenger Announces New Role as Executive Chairman, Welcomes Kevin Boyce as New CEO

Written by Rob Wenger on August 15, 2018 at 8:00 AM | 3 minute read

At the risk of bragging too much about our collective success, let me recap all of Higher Logic’s recent, amazing growth:

  • 2007-2015: We maintained a steady 30% growth rate on our own over the years, as we forged ahead in providing the best community and collaboration software for our customers
  • 2016: We embarked on a big investment with JMI Equity, and they’ve become valued partners
  • 2017: We bought four companies and some great new products, and we’re so happy to count Saratoga Springs, Mesa, Portland, and all our remote teammates as members of the Orange Army

This journey has been a whirlwind, in the best way. All these changes have prepared us for the next phase of our amazing growth.

I’m taking on a new role as executive chairman, andI’d like to introduce you to Kevin Boyce, who is taking over as our new CEO and a board member, effective August 27.

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

Data Informs Decisions: ASAE and Association Analytics Aim to Predict Engagement [Case Study]

Written by Caitlin Struhs | on August 14, 2018 at 7:50 AM | 6 minute read

The American Society of Association Executives (ASAE) uses multiple systems—AMS, email marketing, and online community, among others—to collect member data, but it couldn’t compare or analyze valuable member activity across systems. There was no clear way to track retention, understand satisfaction, or analyze member engagement.

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Topics: Engagement, Member Communities, Associations, Online Community

3 Customer-Focused Benefits of an Online Community

Written by Eversley Sifontes | on August 7, 2018 at 7:47 AM | 3 minute read

Listening to your customers can be both the easiest and most challenging things to do at the same time. While happy customers don’t always sing your praises, those with complaints tend to voice them loud and clear.

We’ve all seen how stock prices have plummeted after a slew of bad press on Twitter or Facebook. It’s an extremely competitive market, and I’m sure your executive team, along with pressure from the board, is not trying to make headlines as the latest entrepreneurial fail. So, how do you weed through the negativity but give your customers a way to feel heard and valued?

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Topics: Customer Success, Online Community

5 Ways to Boost Fundraising with Online Community [Infographic]

Written by Elizabeth Bell on July 31, 2018 at 8:05 AM | 1 minute read

 

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Topics: Engagement, Nonprofits and Charities, Online Community, Donor Retention

The Event Planner’s Guide to Using Online Community for Your Annual Event

Written by Stephanie Cinque on July 24, 2018 at 8:20 AM | 8 minute read

Your annual event might be looming, or it might be a year away – wherever you are in the planning, it can feel like you’re stuck in a crazy-making cycle.

The good news is, if you have an online community, you’ve got access to a tool that puts you one step closer to making your job so much easier. Are you taking advantage of the support your online community can provide?  

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

You’re Incredibly Busy – But You Need to Make Time for the Business Skills that Will Keep Your Community Going

Written by Lindsay Starke | on July 17, 2018 at 8:00 AM | 5 minute read

I’ll be honest—I’ve been meaning to write this blog post for a couple of weeks, but I’ve just been so busy. So is everyone else on my community team; from launching new initiatives, checking in with subject matter experts, running reports, and putting out fires, the community management department here at Higher Logic keeps hustling.

And we’re not alone. In The State of Community Management 2018 Report (SOCM 2018) nearly half of the community professionals surveyed reported “significant stress or burnout.” Community has exploded over the past few years and community managers who have historically been siloed off, multitasking in our little contained worlds, are increasingly finding ourselves at the big table. Here, we need the business skills to advocate for our community and get the resources, support, and development that we need in order to sustain community success long-term. No wonder we’re exhausted!

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Topics: Online Community Management, Online Community

Empower Your People and Improve Your Bottom Line Using Online Community

Written by Brian Weiner on July 5, 2018 at 8:55 AM | 8 minute read

 

Helping employees succeed and produce value for your organization is a universal objective for businesses, regardless of location, size or vertical. Providing them with resources and achieving this task was far easier in the past when employees worked in the same physical location, but with the advance of technology in the last decade, the modern workforce has become increasingly mobile. In fact, CNBC recently reported that 70 percent of people globally work remotely at least once a week.  

While technology has vastly improved to allow for this type of remote work, organizations are now struggling to keep their employees engaged and informed. Moreover, businesses are quickly adopting the trends of direct selling models and multi-level-marketing. The direct selling channel is predicted to reach $163.1 billion by 2020 with a CAGR of 4.9 percent, according to Euromonitor Direct selling organizations are attractive to individuals because you get to be your own boss, set your own hours, and most importantly, can work from anywhere. However, this presents an ongoing challenge for the organization to onboard, retain the consultants and provide them on-the-fly mobile access to content and social learning.

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Topics: Engagement, Online Community

2018 Forrester CXNYC Forum Recap: How Communities Add Value to the Customer Experience

Written by Kate Zimmerman | on July 2, 2018 at 8:26 AM | 3 minute read

Two weeks ago, I attended the Forrester Customer Experience forum in New York City. The forum focused on leveraging Forrester’s recent research to help customer experience (CX) professionals deliver better CX. What does CX have to do with communities, you may ask? Quite a lot, as I suspected and then confirmed while at the show.

Forrester conducts an annual survey measuring CX across various industries. While you would expect to see CX scores gradually increasing, they are actually stagnant year over year: the worst are getting better, but the best are actually getting worse.

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Topics: Customer Communities, Customer Experience, Online Community

Will Microsoft’s Xbox Customer Support Program Built on Volunteer Power Work?

Written by Elizabeth Bell on June 26, 2018 at 8:29 AM | 4 minute read

Can you have a successful customer support community built solely on volunteering? That’s the hypothesis Microsoft seems to be testing with its recent decisions for Xbox customer support.

Xbox Ambassadors are Xbox users who volunteer to help other users with their gaming issues. A news source recently reported that Microsoft has laid off twelve of its contracted Xbox customer support staff and is replacing them with these volunteers, supposedly in a cost-cutting measure. Two of the staff said they had recently finished training a group of Xbox Ambassadors who will now be their replacements.

Although Microsoft retained a couple support staff, they seem to be leaning the bulk of their Xbox customer support on these volunteers.

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Topics: Volunteer Management, Customer Communities, Online Community Software, Customer Support, Customer Success, Online Community

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