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Customer Experience Posts

The Importance of Soft Launching Your Online Customer or Member Community

Written by Joshua Paul | on April 23, 2015 at 8:15 AM | 5 minute read

After months of strategizing, planning and hard work, you're finally ready to launch your new online community. Your online community software vendor has completed the implementation process, your community layout is all set up, and you have a handful of active members ready to engage with newcomers.

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

The New Normal for Mobile and Responsive Design

Written by Dave Sabol | on April 20, 2015 at 4:42 PM | 2 minute read

What you should know about Google's new search algorithm

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Topics: Community Platforms & Updates, Member Experience, Customer Experience, Online Community, Marketing Automation

The Guide to Building Your Customer Journey Around Your Online Community

Written by Joshua Paul | on March 25, 2015 at 8:20 AM | 6 minute read

A typical customer journey is a vast and tangled experience. The path your customer take to becoming a customer and staying a customer is rarely straightforward.

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Topics: Customer Communities, Customer Experience, Customer Advocacy, Online Community

The Evolution of Community and the Customer Experience

Written by Mark Lowry on October 22, 2014 at 10:30 AM | 2 minute read

Forward thinking organizations are moving away from traditional help desk models. No longer do customers need to sit and wait for an automated support queue - they can and should expect real-time responses. An integrated service model for customers, including a support portal, social media engagement and an online community, can provide faster response times and give customers and members the option as to how they interact with the organization. In addition, the idea of crowd sourcing content for a robust knowledge base from your best experts, your customers, has taken hold.

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

Customer Experience: Are You Addressing These 12 Critical Points?

Written by Joshua Paul | on September 23, 2014 at 8:30 AM | 5 minute read

Customer experience. It's the new buzzword on the tip of everyone's tongue"”and not without good reason. The Customers 2020 Report claims that by the year 2020, experience will expand its lead over price and product as the key brand differentiator. However, "creating a better customer experience" is a lofty goal that can be difficult to define.

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Topics: Customer Experience, Online Community

What Do the Companies With the Best Customer Experience Have in Common? (And How Can You Have It Too?)

Written by Joshua Paul | on February 18, 2014 at 10:55 AM | 5 minute read

With the conclusion of one year and the beginning of another comes the onslaught of "year end" lists identifying the "best and worst" of the past year. From movies, to books, to"”yes, that's right"”even business strategies, practically nothing that happened in 2013 is safe from categorization.

While you may feel inundated with "best and worst of" lists, here's one that deserves special attention: the annual Global Leaders of Customer Experience Management survey.

Image credit: Global Leaders of Customer Experience Management Survey (GLS) 2013

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Topics: Customer Experience, Online Community

How to Launch a Private Online Community Without Angering Your Customers

Written by Joshua Paul | on January 14, 2014 at 8:30 AM | 6 minute read

Change Management Tips to Ease the Transition to a Community-Based Customer Experience

My wife and I love Walt Disney World. Like many people who frequent the parks, we have developed our own ways of avoiding lines, hitting a ton of attractions, and getting the most for our money.

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

How Your Online Customer Community Helps Close More Sales

Written by Joshua Paul | on December 19, 2013 at 9:01 AM | 4 minute read

Many companies are experiencing real benefits of managing customer and partner relationships through online customer communities.

Active communities provide valuable insight into your customers' challenges and motives, which in turn helps your company to create even better products and services. Providing an always-on network of peer-to-peer support can also lower customer service costs by taking some of the burden away from call centers and other support personnel.

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Topics: Customer Communities, Customer Advocacy, Customer Experience, Online Community

SharePoint's "Cloud" of Discontent - Why Companies are Looking at Alternatives

Written by Andy Steggles | on October 11, 2013 at 9:00 AM | 3 minute read

I recently read this article that poses the question, "Should Microsoft kill SharePoint?" I personally think the answer is yes. My experience with Sharepoint is just one example of why.

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Topics: Community Platforms & Updates, Customer Experience, Online Community

How to Increase Engagement Using Public & Private Social Networks Together

Written by Joshua Paul | on May 15, 2013 at 8:30 AM | 4 minute read

One of the biggest areas of confusion around social business is the differences between public social networks, like Facebook, Google+, LinkedIn, and Twitter, and private online communities where most activity occurs behind a secure login.

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Topics: Social Media, Engagement, Customer Experience, Online Community

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