<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

Customer Engagement Posts

7 Situations Where Customer Communities Improve Customer Experience

Written by Elizabeth Bell on January 3, 2020 at 9:15 AM | 5 minute read

When executed with proper planning and resources, a customer community can have a tangible impact on key business performance indicators, including ticket deflection, revenue generation, and customer satisfaction.

According to Aberdeen Research, firms with online communities:

  • Enjoy 5.4x greater annual increase in customer satisfaction rates
  • Achieve 41% greater average customer profit margin
  • Are 2x more likely to have a formal strategy to encourage loyal customers to become brand advocates
  • Improve (decrease) support costs by 32.9% year-over-year
  • Grow customer retention rates by 15% year-over-year

When your online community also integrates with key tools, like your CRM, ticketing system, and federated search (such as Salesforce, Zendesk, and Coveo), your customer community can become a one-stop shop for your customers.

Check out seven situations where an online customer community can be used as a primary tool to improve the customer experience at your company.

Read More »

There are 0 Comments | Get the conversation started.

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

What 5 Companies with the Best Customer Experience Can Teach Us

Written by Elizabeth Bell on December 27, 2019 at 8:30 AM | 8 minute read

Each year, the CX Network surveys customer experience professionals, solution providers, and industry experts on customer experience trends in the Global State of Customer Experience 2019. They ask respondents which companies they think have the best customer experience, and this year, these five business-to-consumer (B2C) companies rose to the top:

  • Disney
  • Apple
  • Uber
  • Amazon
  • Zappos

These B2C examples provide critical examples for business-to-business (B2B) companies to learn from and apply as we try to transform our organizations to become more customer-centric.

As companies that sell to businesses, rather than to consumers, it’s often hard to make connections between B2B and B2C companies. We play a whole different ball game.

But although our sales cycles often require buy-in across departments and take six-plus months, our customers are still people. And although our customer support and success processes are convoluted and multi-step, we can still use the same principles to transform our organizations to be more customer-centric.

Read More »

There is 1 Comments | Join the conversation.

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

3 Ways This Customer Community is Humanizing the Customer Experience

Written by Elizabeth Bell on December 12, 2019 at 1:45 PM | 6 minute read

Have you had a recent brand interaction that impressed you? Maybe a company answered your support question quickly or accommodated you in a way that made you feel seen and appreciated. These experiences stand out to us, because too often, human, relatable customer experiences are rare.

For example, remember the video of the West Jet airline steward that went viral? He made his customers laugh, and they actually paid attention to the safety demonstration (a feat in and of itself). People all over the internet loved seeing him make a human connection with his customers. (Here’s the clip if you didn’t see it.)

For companies in the B2B space, especially in software or tech, we don’t always have the luxury of interacting in-person like this with our customers. Our customers often come to us with complaints or questions over social media, email, or phone, and we try our best to make a human connection through those channels. 

But what if you could create a place where your customers could engage with your other customers and your staff, 24/7?

That would certainly be a start toward improving the customer experience.

Genesys, a SaaS customer experience platform, is doing this through their online community (powered by Higher Logic).

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Management, Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Customer Experience, Customer Support, Collaboration Tools, Online Community

12 Examples of Thriving Communities for Online Community Builders to Learn From

Written by Elizabeth Bell on December 2, 2019 at 12:07 PM | 7 minute read

We’re always talking about building community and how engaged communities can have an undeniable impact on our organizations. However, sometimes the concepts behind an online community can feel a bit abstract. 

Aren’t communities built in person? How can an army of strangers online make a customer feel seen? 

To make the idea of an online community and its benefits more concrete, we used our internal employee community to crowdsource 12 of our favorite examples of thriving communities around the web. 

These examples can help us answer the question: What really makes a community a community?

Read More »

There are 0 Comments | Get the conversation started.

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

How to Use Customer Engagement Data to Identify New Sales Opportunities

Written by Ryan Turcotte on October 10, 2019 at 2:00 PM | 6 minute read

Customer upsell and cross-sell is a huge revenue opportunity for subscription-based software businesses, but many sales teams tasked with account expansion face a similar problem: It’s not always easy to tell which customers are ready for an upsell or cross-sell pitch, and which ones you should continue to nurture. 

Determining where each customer is in their (ideally) lifelong journey with your company can be challenging, and just like new-customer acquisition, trying to make a pitch or close a deal without first segmenting customers will decrease your effectiveness.

But don’t worry: there’s something to look forward to in the world of customer expansion. In today’s business climate, we have access to more data on existing customers than ever before. You can follow your customer’s digital footprint to find qualified growth opportunities within your customer base.

Read More »

There is 1 Comments | Join the conversation.

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

Customer Retention: 7 Signs to Help You Identify At-Risk Customers

Written by Calista Rollogas | on September 12, 2019 at 9:55 AM | 6 minute read

Many customer success teams are short on time and understaffed. Maybe you’re even a team of one. In an ideal world, every account would get the same amount of time, but that’s not always possible. It’s imperative to prioritize your time and your customer list, especially when a customer might be at risk for churn.   

Fortunately, we’ve identified seven key areas where you can watch for customer churn, and the types of behavior that signify they’re at risk. These indicators will help you identify areas where you can step in before a customer doesn’t renew.

Read More »

There are 0 Comments | Get the conversation started.

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

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.

Read More »

There are 0 Comments | Get the conversation started.

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.

Read More »

There is 1 Comments | Join the conversation.

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. 

Read More »

There is 1 Comments | Join the conversation.

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.

Read More »

There are 0 Comments | Get the conversation started.

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