<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 Experience 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

How to Start a Mentoring Program People Want to Participate In

Written by Elizabeth Bell on November 20, 2019 at 7:43 AM | 5 minute read

Think back to your first job out of college. You were probably excited and wanted to learn everything.

Along the way, did you have someone who mentored you and helped you along in your profession? If so, you probably never forgot that relationship and the people who made an impact on your career (and possibly your life).

Many people want a mentoring relationship like this, but don’t pursue one because of barriers like feeling intimidated or not finding the right match.

Your association is the perfect place to connect members with the perfect mentor or mentee. In fact, Marketing General revealed that 48 percent of associations say participation in their mentoring program has increased—a clear indicator that members are seeking this benefit.

Read More »

There are 2 Comments | Join the conversation.

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

HUG IRL: Bringing Higher Logic's Online Community to Life at Super Forum 2019

Written by Shannon Emery on October 29, 2019 at 2:55 PM | 5 minute read

The Higher Logic Users Group (HUG) is the virtual home for Higher Logic’s valued customer community, and I’m Shannon–HUG’s Community Manager! Let’s connect at #HLSF19.

We’re excited to elevate the impact of our online community by introducing a new element to our 10th annual Super Forum conference this year. We’ve dubbed it HUG In-Real-Life (IRL), and I’m here to give you a sneak peek on what to expect before you arrive.

Read More »

There are 0 Comments | Get the conversation started.

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

3 Easy Ways to Improve Your Customer Effort Score (CES) with Online Community

Written by Elizabeth Bell on September 26, 2019 at 11:55 AM | 4 minute read

The Net Promotor Score (NPS), Customer Satisfaction (CSAT) score, and the Customer Effort Score (CES) are the current trifecta of tools for measuring the customer experience. Together, each survey type provides a valuable, unique perspective on how your customers feel about their customer experience.

The Customer Effort Score is the newest of these survey tools and is gaining popularity as companies and customer experience experts uncover more of its value.

What exactly does the Customer Effort Score measure, and why does it matter?

Read More »

There are 0 Comments | Get the conversation started.

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

Reduce Customer Support Costs the Community Way

Written by Elizabeth Bell on September 5, 2019 at 9:30 AM | 4 minute read

Do you want to make customer support more convenient for your customers?

And reduce your support costs?

Well, we’ll let you in on customer support’s best-kept secret: your own customers.

Your customers are a wealth of knowledge about your product or service. They ask your support team questions that other customers may have already asked and gotten answers to. So why not create a space where they can search for answers and share knowledge, instead of sending them straight to a support ticket queue?

The benefits of connecting your customers in an online community are vast and varied. You might see improved brand awareness or customer loyalty. You will gain valuable insight into your product.

But one area where communities are particularly effective is reducing customer support costs.

Read More »

There are 0 Comments | Get the conversation started.

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

Build Your Customer Journey Map with 7 Community Touchpoints

Written by Elizabeth Bell on August 29, 2019 at 10:15 AM | 5 minute read

A great customer experience is all about delighting your customer by making them successful. After your customers complete the buyer’s journey and become customers, they enter the post-sale customer journey, or the “delight” phase.

For many software as a service (SaaS) companies, the delight phase is shared across multiple teams. For example, your customer success, support, product management, implementation, and customer marketing teams may all have a hand in influencing the customer journey.

You may have a customer journey map – an agreed-on, cross-departmental plan for how you will support customers throughout their experience with you, with the goal of delighting them and creating loyal brand advocates.

So where do online communities come in?

An online community, besides being the next wave of customer engagement, is the cross-functional tool or Swiss Army knife you need to support each step of your customer journey.

Learn how to build your customer journey map with these seven online community touchpoints.

Read More »

There are 0 Comments | Get the conversation started.

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

4 Reasons Great Customer Experience Makes a Difference in Your Revenue

Written by Elizabeth Bell on August 22, 2019 at 9:45 AM | 5 minute read

Everybody’s talking about how to improve the customer experience (or CX) these days, but if better customer experience doesn’t translate into dollar signs for your revenue growth, then is the effort even worth it? Maybe focusing on customer experience is just a feel-good idea. 

For quality answers to these concerns, we’ll defer to data from Qualtrics XM Institute’s study, ROI of Customer Experience, 2018. They analyzed feedback from 10,000 U.S. customers and used CX scores from the 2018 Temkin Experience Ratings, which analyzed 318 companies across 20 industries.

They used this data to estimate how a modest improvement in customer experience would impact the revenue of a typical $1 billion company across 20 industries.

Their top finding puts a dollar value on customer experience:

"On average, companies can gain $775 million over three years. Software companies stand to earn the most ($1 billion over three years), while utilities stand to earn the least ($476 million over three years)."

So is customer experience worth the expense? This data suggests a resounding “yes,” that even a modest improvement in customer experience could change things big time for companies.

Read More »

There are 0 Comments | Get the conversation started.

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

Subscribe to the blog by email

Subscribe to the blog by RSS

rssHigher Logic Blog Feed

Recent posts

We're Featured

Association Universe