<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 Retention Posts

Does Your Community Throw Love at the World? (Time to Start)

Written by Gabrielle Wathen on February 14, 2019 at 2:58 PM | 8 minute read

So, I’m sitting here amid three monitors reveling at my flourishing desk plants, surrounded by my fellow marketers and community builders, as the sound coming through my earbuds drowns out their faint keyboard clicks and nearby sneezes, when it hits me: some of y’all aren’t showing your community enough love... and it shows.

I’m listening to the ever-so-delightful Jonathan Van Ness, of Netflix’s Emmy-winning show Queer Eye, chat with Reese Witherspoon about lady entrepreneurship on his podcast Getting Curious. As if their charming and gracious voices streaming into my ears wasn’t enough, their conversation is topical and genuine… and Reese just said something low-key amazing:

“I think the most profound thing you can do if you are an artist or a community builder is just throw love at the world, in any capacity you can.”

-Reese Witherspoon

Read More »

There are 0 Comments | Get the conversation started.

Topics: Engagement, Member Retention, Customer Experience, Member Experience, Customer Retention, Marketing Automation, Online Community

Customer Journey Mapping 101: The What, Why, and How

Written by Renee Schaefer on February 5, 2019 at 8:01 AM | 8 minute read

Renee presented on this topic at Higher Logic’s annual user conference, Super Forum.

Talk about the importance of the customer experience is everywhere these days, and it’s not just analysts or leading organizations doing the talking anymore. Delivering a consistent, low-effort customer experience from end to end has huge business benefits, but requires a fundamental organizational commitment that must cut across departments and teams.

A great way to get your organization on board to measurably improve the customer experience is to step into the customer’s shoes and experience that journey from their perspective – what your customers are doing, thinking, and feeling along the way.

Customer journey mapping will help you identify, with data, what’s working, what’s not, and will compel you to take necessary actions to improve.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Engagement, B2B Communities, Customer Experience, Customer Retention, Customer Success, Online Community

3 Ways Online Communities Help Software Companies Drive Revenue

Written by Brian Sugarman on December 20, 2018 at 8:17 AM | 8 minute read

As consumers, we know that brands that consistently deliver value and make our buying experience effortless will continue to win our business over time. In my household, for example, we’re more likely to buy add-ons like Audible and Amazon music because we know the same level of convenience we get with our Prime membership will exist.

Our relationships with companies like Amazon remind us of the high bar that’s been set for the modern day customer experience, not just in the consumer world, but also for business-to-business (B2B) sales. Whether consciously or subconsciously, this standard of service influences our expectations for our buying relationships with B2B technology vendors.

This is nothing new, by the way...although technology has changed how and where we buy, successful brands have always focused on delivering valuable products to their customers and making it easy for them to purchase. However, companies that compete in markets with little to no competition have found ways to be successful over time, simply by being the best or only option available.

Think old school cable television – with so few consumer options, your area provider could win your business despite a reputation of delivering horrendous customer service. Now, with the rise of Over-the-top (OTT) streaming subscriptions, I’ve found that the level of service and ease of doing business has actually improved with my cable company.

The software business model is another example with (historically) limited competition – until now. In a sea of growing competition, it pays to focus on your customers.

Read More »

There are 0 Comments | Get the conversation started.

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

Engagement, Upsell, Advocacy: How Community Tools Can Transform Your Customer Marketing

Written by Elizabeth Bell on October 2, 2018 at 7:45 AM | 4 minute read

Marketing to your customers is hard work – sometimes it can feel like you’re pushing the same boulder up a hill every day, like good ol’ Sisyphus.

Customer marketing can come with great rewards, though, especially if you’re using tech tools to make your life easier.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Communities, Customer Engagement, Customer Retention, Customer Success, Customer Advocacy, Online Community

[WEBINAR RECAP Q&A] The Value of Community in Customer Success

Written by Mark Ace on August 21, 2018 at 7:56 AM | 5 minute read

How do you convince an exec that community is worth it when ROI is long-term? Who should be responsible for managing a community?

Mark Ace recently discussed the value of online community in customer success in a Higher Logic webinar. He answered the questions you had about ROI, community management, customer support, and more.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Management, Online Community Software, Customer Experience, Customer Retention, Customer Support, Customer Success, Customer Advocacy, Online Community

How an Online Community Meets 3 Needs You Didn’t Know You Had

Written by Elizabeth Bell on May 22, 2018 at 12:13 PM | 4 minute read

 

There’s a lot of hype around online communities now. But does that mean your organization really needs one?

You’re not alone. You or your stakeholders may be skeptical about launching an online community – after all, no one’s really asking for one yet. Why invest in something that may not seem like an urgent need? You’re right to ask questions and be concerned. You want to invest your time and money into improvements that will bring value to your organization, and it’s not feasible to put them into just any project.

Every organization is different, with a special product, industry niche, or value proposition for its members. But an online community addresses three challenges every organization has:

Read More »

There are 0 Comments | Get the conversation started.

Topics: Member Retention, Online Community Software, Customer Retention, Collaboration Tools, Online Community

Could Your User Group Be the Key to Increasing Customer Retention?

Written by Julie Dietz on March 20, 2018 at 8:30 AM | 4 minute read

Gamification. Loyalty programs. Personal outreach. There are endless ways you could increase customer retention, most of which will probably have a positive impact on your bottom line. But how much impact will they have? If your current programs are only making small improvements, what else can you do to improve retention?

Read More »

There are 0 Comments | Get the conversation started.

Topics: User Group Management, Customer Retention, Online Community

Are You Calculating Your Online Community’s Business Impact? [eBook]

Written by Julie Dietz on February 6, 2018 at 8:30 AM | 3 minute read

Your online community wasn’t a whim. You didn’t buy, implement, and grow it for no reason. You did it to make a positive impact on your business. And chances are you’ve been successful.

But have you used business metrics to prove that success?

Read More »

There are 0 Comments | Get the conversation started.

Topics: Customer Retention, Customer Support, Online Community

The Evolution of Experience with Marketing Automation

Written by Shayna McGroggan | on December 14, 2017 at 8:30 AM | 3 minute read

Stop me if you’ve heard this one: marketing automation will save you time and increase your engagement and efficiency. Okay, you’ve definitely heard that one, and it’s all true. The problem is you may not be getting to the biggest benefit that marketing automation has to offer: time.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Marketing, Member Experience, Customer Retention, Marketing Automation

4 Customer Retention Metrics You Can Find in Your Online Community

Written by Julie Dietz on November 2, 2017 at 8:30 AM | 4 minute read

Customer communities are designed to keep your clients engaged, informed, and satisfied with your business so they stay with you longer, making repeat and additional purchases.

Read More »

There are 0 Comments | Get the conversation started.

Topics: Online Community Management, Customer Engagement, Customer Retention, 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