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Customer Experience 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

What is Net Negative Churn? 4 Strategies to Grow Your Revenue

Written by Elizabeth Bell on July 10, 2019 at 1:22 PM | 5 minute read

Even the greatest companies out there are bound to lose a customer once in a while. It can be hard to pinpoint a single reason that your customers stay with you or leave. However, if there's one thing we know for sure, it's this: change leads to churn, especially in the SaaS world.

When services or products evolve, your new offerings aren’t always going to be the right fit for all your customers. Customer churn simply comes with the territory of doing business.

Since we know at least some churn is a given, is there any way for businesses to offset these costs? 

This is where net negative churn comes in. Although the wording can be confusing (isn’t churn already negative?), this metric is actually an effective growth strategy to help you counteract churn and increase overall revenue.

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Topics: Customer Communities, B2B Communities, User Group Communities, Customer Experience, Customer Retention, Customer Success, 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

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

8 Ways Online Communities Improve the Customer Experience (+ Retention)

Written by Elizabeth Bell on May 28, 2019 at 12:09 PM | 6 minute read

On the day you’re reading this, at least one of your customers is watching a webinar, downloading an eBook, or fielding a phone call from your competition. 

But you know what? Big deal. When you focus more on becoming competitor-proof than on true customer success, you’re getting your priorities wrong. Why?

Making your customers successful is a long-term retention strategy. Your business rises and falls based on the customer. If they love you, they won’t leave you – no matter how many competitors come knocking on their door.

And one of the best ways to ensure your customers’ success and support them throughout their journey?

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Topics: Customer Communities, Customer Experience, Customer Retention, Customer Support, Online Community

Listen Up + Level Up: How to Actually Hear What Customers Say

Written by Gabrielle Wathen on May 22, 2019 at 12:14 PM | 6 minute read

Once upon 1995, Lisa Loeb released a song that includes the lyric, “You say I only hear what I want to.” I am telling you this (not only because the song is stuck in my head) but because it might serve you to ask yourself if you are being selective about the customer feedback coming your way. When you peruse customer discussions in your online community, how do you react?

Are you only hearing what you want to, or do you know how to actually hear what your customers (both happy and dissatisfied) have to say? Tougher question: Are you even asking for customer feedback?

There is a clear distinction between simply hearing someone, and active, engaged listening (especially when you’re responding to discussions posts within your online customer community or interacting with folks at live events). Alas, it all starts with y o u, yes, you.

In this piece we’ll tap into the three levels of listening: internal listening, focused listening, and global listening.

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

8 Reasons Your Customer Support Improves with an Online Community

Written by Nick Mignogna on May 1, 2019 at 10:14 AM | 9 minute read

In today's global economy, you're no longer competing with just the businesses in your town. You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. You need a way to differentiate yourself outside of product and price, which can only be tweaked so much.

Smart businesses that find themselves in this situation turn to customer support as the differentiator.

Excellent customer service and support are highly effective ways to stand out because they also build loyalty among your customers. It will often cause them to select you for renewals and recommend you even if your prices are higher than the competition. Just consider these stats:

  • 95% of global consumers said good customer service is an important influencer of their brand loyalty [Microsoft]
  • 61% have stopped doing business with a company due to poor customer service [Microsoft]
  • 75% of companies believe they’re customer centric, while only 30 percent of consumers agreed [Capgemini]

Clearly, there’s a major divide between perception and a hard reality.

So how do you create a great customer service experience that puts you on the right side of these statistics?

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Topics: Online Community Management, Customer Communities, B2B Communities, Customer Experience, Customer Support, Collaboration Tools, Customer Success, Online Community

Talkin’ SaaS Stats: Customer Success is Having a Moment

Written by Gabrielle Wathen on April 11, 2019 at 1:47 PM | 6 minute read

Which begs the question…what took so long? It’s simple. Without customers, you don’t have a business. Without happy customers, you don’t have a successful, profitable, sustainable business. For B2B Software-as-a-Service (SaaS) companies, investing in customer success isn’t optional – or, at least it shouldn’t be, at this stage in the game.

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

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