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Online Community Posts

Customers Buy Experiences, Not Products

Written by Julie Dietz on April 10, 2018 at 8:30 AM | 4 minute read

Traditional business models focus on products and services. Companies build up their products, advertise them, then make sales.

That strategy no longer works.

Sales are becoming less and less dependent on products and services. Instead, consumers are turning their attention to the buying experience and how they feel about your company after they become customers.

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Topics: Customer Experience, Marketing Automation, Online Community

Marketing Matching Gifts: 4 Strategies to Boost Your Nonprofit’s Fundraising

Written by Adam Weinger on April 3, 2018 at 8:30 AM | 7 minute read

Matching gift programs are an incredible opportunity for nonprofits of all sizes, but unfortunately, many organizations fail to take advantage of that opportunity.

Companies with a matching gift program will match part or all their employees’ charitable contributions. And they’re more common than you think. Chances are your organization has already missed out on some of these extra funds!

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Topics: Nonprofits and Charities, Marketing Automation, Online Community

Are Your Teams Cooperating or Collaborating?

Written by Mark Ace on March 27, 2018 at 8:30 AM | 4 minute read

Imagine you’re customizing a product for a client. Managers from different teams work together to determine the requirements, and each team works on the customizations in their area. But when some changes are implemented, it triggers adjustments for other teams. The project’s deadline is extended and the workload increases.

This is one of the scenarios Ron Ashkenas wrote about in Harvard Business Review a few years ago. It’s a simple example of the difference between cooperation and collaboration and how easily they can be confused. In the example, every team is cooperating to customize the product, but they’re not collaborating so their changes work when put together. The result? They don’t reach their desired outcome – or they reach it a lot later, with a lot more work.

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Topics: Collaboration Tools, Online Community

Could Your User Group Be the Key to Increasing Customer Retention?

Written by Julie Dietz on March 20, 2018 at 8:30 AM | 4 minute read

Gamification. Loyalty programs. Personal outreach. There are endless ways you could increase customer retention, most of which will probably have a positive impact on your bottom line. But how much impact will they have? If your current programs are only making small improvements, what else can you do to improve retention?

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Topics: User Group Management, Customer Retention, Online Community

What’s the Difference Between Quantitative and Qualitative Community Data? (And When to Use Them)

Written by Julie Dietz on March 13, 2018 at 8:30 AM | 3 minute read

Customer data is one of the biggest advantages of online communities. As customers log in to your community, connect with peers, and start discussions, they not only become more engaged with your brand, they generate data on their needs, habits, and interests.

Your company can use that data to create better products, publish more helpful content, and improve the customer experience.

But not all community data is created equal. Your community collects several types of data that provide different insights about customers. To get the most out your community data, you need to understand what kind of data you have and the best times to use each.

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Topics: Customer Communities, B2B Communities, Online Community

5 Reasons Your Executives Don’t Participate in Your Online Community (And How to Fix It)

Written by Julie Dietz on March 6, 2018 at 8:30 AM | 5 minute read

An online community is a tool. It’s designed to help members get involved, make connections, and develop relationships with their peers and organizations. Community professionals know that and are engaged in keeping the community active and getting other staff members involved.

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Topics: Online Community Management, Online Community

Connecting Brands, Clearing Inboxes, and Cultivating Employee Engagement with an Intranet Community [Case Study]

Written by Julie Dietz on February 27, 2018 at 8:30 AM | 6 minute read

 

Ascend Learning uses 12+ brands to deliver custom products and services to high-value industries like healthcare. They have over 1,000 employees with over 30 percent working remotely. But two years ago, the majority of Ascend Learning employees didn’t think much about other brands in the company’s portfolio.

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Topics: Community Platforms & Updates, Engagement, Associations, Online Community Software, Online Community

4 Challenges for Trade Associations and How to Tackle Them with Community

Written by Julie Dietz on February 20, 2018 at 8:30 AM | 5 minute read

We know the value of trade associations – they play a vital role in social and economic dialogue. They bring competing organizations together to protect and promote entire industries, products, services, and workforces.

But like other organizations, trade associations are going through a transition period. Their role in society is becoming muddied and complicated as new competitors emerge, industries contract and expand, and technology reshapes how the world does business. As the world changes, so do the demands of members.

This brings new challenges to the trade association of today, but also provides an opportunity to make it stronger, more efficient, and more effective. Technology and engagement techniques like online communities can help.

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Topics: Associations, Online Community

Q&A: How to Prepare for the Global Data Protection Regulation (GDPR)

Written by Caitlin Struhs | on February 19, 2018 at 8:30 AM | 7 minute read

Is your organization prepared for the Global Data Protection Regulation (GDPR)? This new E.U. legislation goes into effect on May 25, 2018. We recently hosted a webinar to detail what you need to know and how you can prepare*. Check out the most commonly asked questions below for a primer on how you and your organization can learn and prepare for the changes.

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Topics: Marketing, Online Community Software, Email Deliverability, Marketing Automation, Online Community

Two Ways to Demonstrate the Business Impact of Customer Communities

Written by Julie Dietz on February 13, 2018 at 8:30 AM | 3 minute read

Revenue. Customer support costs. Acquisition. Retention. These are basic examples of business metrics companies track to evaluate their performance.

They’re also metrics any online community can use to show business impact.

The best community professionals measure, track, and compare metrics to demonstrate how their communities are impacting their businesses. They start by identifying the most important metrics to their company, then use them strategically to show impact.

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Topics: Customer Communities, Online Community

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