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Customer Engagement Posts

How to Give Your Customer Success Team Superpowers

Written by Calista Rollogas | on August 8, 2019 at 9:45 AM | 7 minute read

Is your customer success team burnt out? How about stressed? If the answer is yes, I’m not surprised. With recent emphasis on customer success programs and the rise in rapidly scaling tech companies, customer success teams are often strapped for resources and time.

Obviously, burnt-out customer success teams digging through disparate data sources and patching resources together for customers isn’t ideal.

These issues are roadblocks to your customer success team’s ultimate goal of improving customer satisfaction and growing your revenue. But how can you get past these roadblocks to activate your customer success team’s success?

It comes down to connecting your customers online.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Customer Experience, Customer Retention, Customer Support, Customer Success, Customer Advocacy, Online Community, Integration

Creating a Great B2B Customer Case Study: 16 Tips for Marketing + Sales Enablement

Written by Elizabeth Bell on July 25, 2019 at 11:17 AM | 8 minute read

Quantifiable, well-presented customer case studies are how business-to-business (B2B) companies prove their solution works. And what does a great B2B case study come down to? A compelling customer story that demonstrates the success of your product or service, and makes others want to buy.

It’s no secret that consumers rely heavily on reviews, and buyers of enterprise software or other services are the same:

  • Prospects view case studies before requesting demos
  • Sales teams rely on case studies to support and close deals
  • Executives use case studies to prove to investors that your company’s product works

So, when customers will vouch for your company and back up your claims with numbers, that’s gold.

But now we get to the reality, which is that finding and producing effective B2B customer case studies is challenging for marketing teams. Why? Customers are busy, they might be unhappy with your company, or they simply might not be ready to share their story. Often, case study requests end in some form of “no” or a non-answer.

However, great case studies can be created! We’re here to help customers marketers rise to the top with 16 case study tips, organized by each stage in the case study process.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Customer Advocacy, Online Community

A New Perspective on Negative Feedback in Your Customer Community

Written by Shannon Emery on July 2, 2019 at 1:01 PM | 7 minute read

What if we build an online community and customers just use it to say bad things about us 

Any company adopting an online community has had this fear. Opening your community to your customers, and even prospects, can feel like you’re handing them pitchforks to use against you. It’s scary to think they might be right outside your digital door ready to attack.  

However, I’m here to give you a different perspective. 

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

From Stagnant to Stand-Out: 3 Strategies to Differentiate Your Customer Experience

Written by Kate Zimmerman | on June 19, 2019 at 11:04 AM | 4 minute read

Customer experience executives from around the world gathered in New York last week to receive some disappointing news from Forrester Research at the Forrester CX NYC Conference. Despite investments of $56 billion last year, customer experience index scores remained stagnant for the second year in a row.

Thankfully, the mood was far from despair. To combat the problem, many organizations are looking at ways to deliver a better customer experience and differentiate themselves in the market.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Customer Experience, Customer Success, Customer Advocacy, Online Community

39 Online Community Stats You Should Know in 2019

Written by Elizabeth Bell on June 13, 2019 at 8:58 AM | 6 minute read

The Community Roundtable annually releases the The State of Community Management Report, and it’s chock-full of timely online community stats to help inform your strategies in the year ahead.

Community is increasingly recognized as a valuable and effective way to create complex organizational change, and The Community Roundtable’s research has backed up and lead that effort by finding hard data and facts.

We’ve pulled out 39 of our favorite stats from the report (but don’t worry, there’s more stats and info to be had in the full report!)

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Topics: Online Community Management, Customer Communities, Member Communities, B2B Communities, User Group Communities, Online Community Software, Customer Engagement, Customer Experience, Member Experience, Member Engagement, Online Community

4 Ways to Use Events + Conferences to Increase Online Community Engagement

Written by Gabrielle Wathen on June 11, 2019 at 1:23 PM | 5 minute read

There’s something special about attending an event that leaves you feeling invigorated, inspired, and better off for having participated. Making new connections in an environment like this can be energetic, powerful, and truly productive. It can also boost community engagement.

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Associations, Customer Engagement, Member Engagement, Marketing Automation, Online Community, Events

Public Social Network or Private Online Community? 11 Tips to Guide Your Decision

Written by Elizabeth Bell on June 6, 2019 at 2:10 PM | 8 minute read

Would you build your house on rented land? Or move all your belongings into a hotel room?

The answers are obvious. No, you wouldn’t, because you’d be trying to create something permanent in an impermanent place that you don’t own, where things could change at any moment.

Could the same concept apply to building a community for your customers or members on social media? We think so.

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Associations, Online Community Software, Customer Engagement, Customer Experience, Member Experience, Member Engagement, Online Community, Integration, Advertising

15 Tips to Help Successfully Move Your Community to a New Platform

Written by Elizabeth Bell on May 14, 2019 at 8:41 AM | 8 minute read

No matter the reason for the change, anyone who has grown an online community to maturity can tell you that the thought of moving that community to a new platform is enough to keep a person up at night.

There are logistical and personal challenges to migrating an entire community, like:

  • What if engagement totally dies?
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?
  • What if members start their own rogue communities because they hate our new platform?

But whatever your worries are, moving your community could be what it needs to become even better.

To get you to that new, better place, there are some strategic elements to think about as you transition your community from one platform (be it social media, a different company, or a listserv) to another.

We’re here to help you meet your goals while avoiding these pitfalls.

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Online Community Software, Customer Engagement, User Group Management, Member Engagement, Online Community

8 Practical Ways to Boost Engagement with Mobile Event Apps

Written by Gabrielle Wathen on April 25, 2019 at 1:00 PM | 7 minute read

Here’s a fun forecast: The number of mobile users worldwide is expected to reach 7.26 billion in 2020. With (nearly) the entire human population walking around with a mobile device in their pocket, it should come as no surprise that people expect a certain level of connectivity in their experiences. Businesses can tap into this potential with a mobile app for their events.

Meeting and conference attendees increasingly expect ways to engage organizers, presenters, and each other – from the moment they register until months after the event. Mobile event apps can be integrated with an online community platform to drive engagement prior to and following an event. This can help demonstrate value to attendees and improve their overall experience.

Let’s get ‘appy and talk about how organizations can cost-effectively enable staff, attendees, speakers, and sponsors to connect and provide feedback during a conference or other event.

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Topics: Engagement, Customer Engagement, Member Engagement, Customer Success, Marketing Automation, Online Community, Super Forum, Advertising

Build a Sustainable Brand with Purpose-Driven Marketing

Written by Gabrielle Wathen on April 18, 2019 at 1:48 PM | 5 minute read

Purpose – what is it? If you’re thinking “the name of Justin Bieber’s fourth album”... that would be correct, but this word carries more weight than his millions of fans.

In the 14th annual Global Consumer Pulse Research, titled ‘From Me to We: The Rise of the Purpose-Led Brand,’ Accenture Strategy defines purpose in the following way:

“pur·pose /ˈ pərpəs / Noun: The reason why something exists. For companies, it is the foundation of every experience. It is the underlying essence that makes a brand relevant and necessary.”

In an increasingly competitive landscape, purpose-driven marketing is about more than building your brand or boosting your revenue. It’s about building a better world, long-term, alongside the people who share your brand’s passion to drive positive change and make a real impact.

To build a sustainable brand, equipped with valuable brand advocates and stakeholders, make an effort to strengthen it by delivering something beyond price and quality.

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Topics: Engagement, Customer Communities, Customer Engagement, Member Experience, Member Engagement, Collaboration Tools, Customer Success, Customer Advocacy, Marketing Automation, Online Community

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