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Customer Success Posts

10 Ways to Learn with Higher Logic

Written by Gabrielle Wathen on March 24, 2020 at 8:00 AM | 6 minute read

Here at Higher Logic, we’re passionate about lifelong learning and dedicated to providing resources to drive our customers’ to achieve their goals. Education is the foundation of success. 

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Topics: Member Experience, Customer Success, Marketing Automation, Online Community, Super Forum, Learning Management Systems, Product News

Why a Customer Community Should be Central to Your Customer Experience

Written by Elizabeth Bell on March 17, 2020 at 10:57 AM | 4 minute read

If you’re trying to improve the customer experience, start by looking at whether your digital customer experience is disjointed.

As a SaaS provider or B2B company, “digital” might be the only way a customer interacts with you. If all they experience is disconnected, frustrating processes where they have to login multiple times and go to multiple systems in order to get their problem answered, you’re not delivering an optimal experience. 

One approach to fixing the problem is to centralize the customer experience around a customer community.

A customer community creates a space where customers can connect with you, connect with each other, and find what they need for success.

Your customer community should be a digital hub; a place where customers can access everything they need regarding your company or product during every stage of the customer lifecycle.

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

MTI's Story: Harnessing Community to Digitally Transform

Written by Gabrielle Wathen on February 24, 2020 at 8:30 AM | 7 minute read

The Metal Treating Institute (MTI) is a nonprofit trade association built to support its members, companies in the heat treating business. It has 370 member companies across 40 U.S. states and Canada. MTI adopted an online community in 2009. This is their digital transformation story.

Wondering how your association can stay relevant, effectively connect with younger members, save staff time, increase revenue, and boost retention? We’ll let MTI tell you. 

Before MTI adopted an online community, it was short on staff, didn’t have an AMS, and its revenue was decreasing. The trade association needed to update its value proposition dramatically to thrive again. That’s where the value of communities came in.

MTI chose community as a tool for digital transformation, and has achieved the following successes with less than 4 full-time staff members: 

  • 50% decrease in transactional requests due to community
  • 2600% revenue growth in 14 years
  • 97% member retention rate

How do they do it? We sat down with Tom Morrison, MTI CEO, and Kristen Speer, MTI Director of Member Experience, to hear their story and learn about how they’ve harnessed the power of online communities to tap into the future of their membership and provide maximum value. 

“We’ve used technology, including our online community, our learning management system, and our benchmarking database to empower our members, help them do more for themselves, connect with them, and expand services without expanding staff. We’ve turned MTI around.” -Tom Morrison, MTI CEO 

As you scroll on to soak up lessons from MTI’s strategy, be sure to watch the videos featured throughout to hear about MTI’s digital transformation directly from Tom and Kristen.

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Topics: Communications, Millennials, Associations, Member Retention, Customer Success, Online Community

7 Hard Questions to Evaluate Your Digital Customer Experience

Written by Elizabeth Bell on February 21, 2020 at 8:45 AM | 5 minute read

The hard truth: Your digital customer experience may be disjointed. Forrester Research writes, “Digital experience delivery is a business-critical obligation.” 

For many companies today, especially B2B or SaaS companies, the digital customer experience is the customer experience. Your customers likely interact with you almost entirely online (as they do things like submit support tickets, tag your business profiles on social media, or visit your website), making evaluating your customers’ digital experience a key step on the road to improving it.

You might think your digital customer experience is pretty good. But you won’t know until you take a closer look. Asking these seven questions will help you assess and improve the state of your digital customer experience.

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

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.

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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.

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

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.

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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?

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

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

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

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