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Explore the Higher Logic Blog:Online CommunityMarketing Automation

How to Triple Your Customer Advocates in One Week

Written by Julie Dietz on May 11, 2016 at 8:30 AM | 4 minute read

In a perfect world, all of your customers would be highly engaged with your brand, vocal supporters of your products, and consistently make repeat purchases. Sounds pretty nice, doesn't it?

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Topics: Customer Advocacy, Customer Experience, Online Community

3 Ways Marketing Agencies & Consultants Can Turn Overservicing Into Relationships and Revenue

Written by Julie Dietz on May 10, 2016 at 8:30 AM | 4 minute read

As a professional agency or consultant, you provide high quality services and are paid accordingly, right? Think about it. Maybe this is true, but maybe it's not. According to a recent SoDA report, at least 49% of agencies have reported a profit loss due to overservicing, which means giving their clients too much high quality service and not being paid for it.

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Topics: Customer Success, Online Community, Marketing Automation

Meet Your Community Manager: Heather Arkwright

Written by Molly Talbert | on May 10, 2016 at 8:30 AM | 2 minute read

Ever wonder who the people behind the curtain are here at Higher Logic? We're introducing you to our community managers. They’ll talk about why they love community management, helpful resources to use and weigh in on the dog versus cat debate (as you can see, this is serious stuff…).

In this fourth installment, we’re introducing our newest community manager, Heather Arkwright.

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Topics: Online Community Management, Online Community

Letter to MailChimp: You Spoke Too Soon

Written by Molly Talbert | on May 9, 2016 at 9:00 AM | 5 minute read

Dear MailChimp,

In 2012, you wrote this blog post, explaining why you were shutting down your customer community, The Jungle. You said that customer communities weren’t growing, that yours was unwieldy and that better alternatives existed.

We disagree.

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Topics: Online Community Management, Customer Communities, Online Community, Email Marketing

5 Mistakes Sales People Make When Selling to Existing Customers

Written by Julie Dietz on May 9, 2016 at 8:30 AM | 5 minute read

When it comes to business and revenue growth, existing customers are a powerful influence on organizations, especially in terms of generating sales and increasing profit. According to Totango, 48% of companies report getting 60% or more of their revenue from existing customers. That's a sizeable part a company's financial success, and one of many reasons why companies are increasingly focusing on selling to current customers.

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Topics: Customer Success, Online Community, Marketing Automation

How to Use Online Activity Data to Know If a Customer Might Leave You (Without Hearing It From Them)

Written by Julie Dietz on May 6, 2016 at 8:30 AM | 5 minute read

There are at least two things we know for sure about customer retention:

  1. Keeping the customers you already have is crucial to the success of your business.
  2. Customers are harder to keep today than ever before.

According to recent research from Accenture, 46% of customers in the United States say they're more likely to switch providers now than they were 10 years ago. That's likely because customers today have more accessible information and options, meaning they are constantly aware of their choices.

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

NextDoor Neighbors Make Great Online Communities

Written by Molly Talbert | on May 5, 2016 at 9:00 AM | 4 minute read

 

You’re going on a week-long South Pacific vacation next month and need a house sitter. How do you find someone you trust enough to take care of your dogs and house?

Maybe you know someone who knows someone who has an awesome house sitter. Or, you could go online, scout what’s on Yelp and trust the advice of strangers.

Or, you could log onto NextDoor and see who your closest neighbors recommend.

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Topics: Online Community Management, Online Community

Online Communities vs. Forums vs. Portals vs. Knowledge Bases: What's the Difference?

Written by Julie Dietz on May 4, 2016 at 8:30 AM | 4 minute read

What's in a name? When it comes to defining online communities and other customer engagement platforms, it turns out the answer is, actually, quite a lot.  

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Topics: Online Community Software, Online Community, Online Community Management, Community Platforms & Updates

Engagement and Satisfaction: Is There a Difference?

Written by Andy Steggles | on May 4, 2016 at 8:30 AM | 4 minute read

Engagement is a big word these days -- we want everyone in our community to be “engaged.”. We want them to engage with each other, and engage with our organizations. The more engagement, the merrier everyone will be.

This is where so many community builders measure value and a return on investment -- if people are logging into the community, talking to each other, creating content and contributing, that’s a sign they’re satisfied with their membership and see community as an important asset.

But does engagement necessarily equate satisfaction, and shouldyou aim to highly engage everyone?

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

Master the Art of Upselling, Upgrades, and Add-ons

Written by Julie Dietz on May 3, 2016 at 8:30 AM | 4 minute read

If you were brainstorming a business plan, what would it include? An exceptional product? A killer design? A team that runs like a well-oiled machine? If you're a savvy business person these things popped into mind, but so did marketing, sales, and revenue goals as well.

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Topics: B2B Communities, Customer Success, Online Community, Marketing Automation

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