<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
Explore the Higher Logic Blog:Online CommunityMarketing Automation

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 Much Does an Event App Cost?

Written by Christina Green | on December 1, 2016 at 8:30 AM | 5 minute read

If you're considering creating a mobile app for your members, you're not alone. There are roughly 2.2 million apps in the Google Play store and close to 2 million in the Apple App Store. Each of those apps cost quite a bit of money, although how much money ranges from several thousand dollars to several million.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Collaboration Tools, Online Community, Marketing Automation

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

How the Computer in Your Pocket Has Changed Event Attendee Behavior

Written by Julie Dietz on November 28, 2016 at 8:30 AM | 5 minute read

"There is no reason anyone would want a computer in their home."

What a spectacularly incorrect statement.

Ken Olsen, founder of Digital Equipment Corporation (which has since been acquired by Compaq, then Hewlett-Packard), said this in 1977. Now, less than 40 years later, we not only have computers in our homes, we have them in our pockets, purses, and even our jewelry.

Read More »

There are 0 Comments | Get the conversation started.

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

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

Need to Improve Your Cybersecurity? Start with These 3 Tips

Written by Steve Balthazor on November 23, 2016 at 8:30 AM | 5 minute read

DDoS "“ distributed denial of service. Even a few years ago that phrase was relatively obscure, known mostly to computer security experts, programmers, and those who were technically-minded. To the rest of us, it was just another acronym.

Now, you may regularly hear about DDoS attacks and other cybersecurity threats over your morning cup of coffee. Even alarming stories about stolen logins, passwords, addresses, and credit card information have become commonplace.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Software, Online Community, Marketing Automation

Is Your Community Charitable?

Written by Lauren Wolfe | on November 22, 2016 at 10:30 AM | 3 minute read

 

Thanksgiving kicks off the holiday season. At Higher Logic, we have a lot to be thankful for this year. We were reminded of this last week during our seventh Higher Logic Super Forum - we have so many awesome clients!

As important as it is to be thankful, we’ve been thinking about how to give back using the power of community - especially the online communities we spend our days building, which have so much potential for good.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Volunteer Management, Online Community Management, Online Community

How the Customer Support Funnel Works for an Online Community

Written by Hunter Montgomery | on November 17, 2016 at 3:30 PM | 6 minute read

Funnels, chutes, hourglasses - they’re all used to help us plan the customer’s journey with our organization (or maintain a particularly organized baker’s kitchen - depends on your audience).

There are tons of models and terms we can use when we talk about customer acquisition, and getting people to engage with your brand or organization.

Online communities are no different. So, what shape should you use? How are you getting people engaged in the first place, and how do you make them stay?

Read More »

There are 0 Comments | Get the conversation started.

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

Customer Engagement Takes Center Stage at INBOUND 2016

Written by Julie Dietz on November 16, 2016 at 8:30 AM | 6 minute read

"This is going to be very unusual advice from a guy who runs a sales and marketing software company, but take dollars from sales and marketing. Put it in products and services and customer delight." Brian Halligan, CEO and Founder of HubSpot

When Brian Halligan, one of the men widely credited with coining the term "inbound marketing" tells you to take resources away from marketing, you know there's a major shift happening.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Engagement, Online Community, Marketing Automation, Customer Success

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

Subscribe to the blog by email

Subscribe to the blog by RSS

rssHigher Logic Blog Feed

Recent posts

We're Featured

Association Universe