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Online Community Management Posts

What is an Online Community? The Basics & Benefits

Written by Hunter Montgomery | on March 7, 2019 at 11:25 AM | 6 minute read

In the fast-paced world of modern technology, many leadership executives and organizations understand that building online communities for their customers or members to learn, share, and collaborate is critical for increasing growth and relevancy.

They know that successful online communities can help them engage and inspire their audience, creating the unique and individual experiences that improve the overall customer experience (CX). Focusing on CX in tandem with your online community is incredibly valuable in terms of driving loyalty, by the way.

Research from the Temkin Group found that companies that earn $1 billion annually can expect to gain, on average, an additional $775 million over 3 years of investing in customer experience (with SaaS companies standing to earn the most, at $1 billion).

For those who are still learning or want to brush up on their knowledge, we’re here to offer some clarity on what a successful online community is and how it can benefit organizational growth by helping you deliver value to your customers, partners, members, or prospects.

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, Customer Experience, Member Experience, Member Engagement, Online Community

How Engagement Tools Improve Association Event Management

Written by Gabrielle Wathen on February 28, 2019 at 12:20 PM | 5 minute read

Interested in filling more chairs at your next event? Achieving this goal is easier said than done without effective tools, but it’s a common core objective among associations (for good reason).

It is incredibly gratifying for associations to see a spike in event attendance, as participation plays a valuable role in their impact, but poor event management can cause your members to disengage.

Exploring new ways to keep your members engaged and informed about your events can increase overall member satisfaction and translate to a boost in event attendance.

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Topics: Online Community Management, Engagement, Member Experience, Member Engagement, Marketing Automation, Online Community

Measure What Matters: KPIs For Online Community Success

Written by Gabrielle Wathen on February 21, 2019 at 1:34 PM | 5 minute read

Trying to figure out how to measure the success of your online community? There's no one size fits all approach for picking Key Performance Indicators (KPIs). That shouldn't come as a surprise – all communities are different, so how you measure the success of an internal community within an organization may differ from that of an external association or customer support community. At any rate, there are some key principles to guide all KPI development.

Your approach to measuring the success of your online community needs to grow from how you measure success for your organization as a whole. What is the shared purpose and value of your online community for the organization and the community members?

Your approach should also reflect community maturity because as it grows and evolves, the way you define success should change and adapt as well.

Let’s boil it down to five quick tips.

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Topics: Online Community Management, Engagement, Online Community

7 Ways to Refine Your Buyer Personas with Community Data

Written by Annie Moncure on January 15, 2019 at 8:30 AM | 13 minute read

All great buyer personas are alike; each bad buyer persona is bad in its own way. 

Sound familiar? Well, it’s not exactly how Leo Tolstoy began his classic novel, Anna Karenina, but if he’d been a marketer, we’d bet at least a dollar that he would have.   

And what is that common ingredient that makes all great buyer personas alike

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Topics: Online Community Management, Marketing, Online Community Software, Marketing Automation, Online Community

Making Connections, Expanding Reach, Improving Data: A Trade Association’s Community Story [Case Study]

Written by Elizabeth Bell on January 8, 2019 at 9:15 AM | 6 minute read

Staying relevant, providing value, connecting with members and customers – do these challenges sound familiar to you and your organization? Promotional Products Association International (PPAI) was thinking through these goals.

Leadership had sensed that PPAI’s relationship with members wasn’t very “sticky.” Members might pay dues so they could gain education at tradeshows or access a search tool, but the connection didn’t go much deeper.

PPAI wanted to find a way to show members the real value of their membership.

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Topics: Online Community Management, Associations, Member Engagement, Marketing Automation, Online Community

4 Community Managers, 25 Community Building Questions Answered [WEBINAR RECAP Part 2]

Written by Elizabeth Bell on December 11, 2018 at 1:00 PM | 13 minute read

Last week, we shared advice from four of our community managers about challenging scenarios you might encounter in your community (and their recommendations on how to solve them).

This week, Lindsay, Will, Annie, and Emily are back to share their answers to 25 questions on topics like increasing engagement, finding an expert for your Q&A session, and encouraging lurkers to participate.

Sound like fun? Let’s go!

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Topics: Online Community Management, Engagement, Customer Engagement, User Group Management, Member Engagement, Online Community

4 Community Managers, 4 Common Scenarios, 4 Real Solutions [WEBINAR RECAP Part 1]

Written by Elizabeth Bell on December 4, 2018 at 10:00 AM | 12 minute read

Been craving some community management advice? Good thing, because we've got some scenarios we think you might find relatable. Maybe you’ve got product enhancement requests coming out of your ears – maybe you’ve got a record lack of participation. Whatever it is, how do you respond to these kinds of challenges in your online community?  

Four of our community managers are here to share real-life scenarios like these that they’ve worked through. They share the tactics they tried and recommend, and the outcomes they achieved.

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Topics: Online Community Management, Online Community

What Kind of Community Manager Are You?

Written by Rebecca Hoffman on November 28, 2018 at 7:43 AM | 4 minute read

Any community manager knows that good community teams come in all shapes and sizes. Our community managers at Higher Logic can trace their roots back to education, human resources, research, journalism, and so much more.  With such diverse backgrounds, it should come as no surprise that each community manager brings different values and strengths to the team.

Speaking of variety, what kind of community manager are you? Use our guide to figure out which type best fits your style!

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Topics: Online Community Management, Engagement, Online Community

Q&A with The Discovery Educator Network Community: Connecting and Empowering Educators Across the Globe [Case Study]

Written by Caitlin Struhs | on October 16, 2018 at 8:14 AM | 8 minute read

Where can educators around the globe find resources, advice, networking, and support when they need it? There was never one dedicated space that offered a sense of community beyond the walls of a school building or district. Connecting was difficult - until the Discovery Educator Network (DEN). 

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Topics: Online Community Management, Engagement, Member Engagement, Online Community

[New eBook] The Community Module Guide: How to Support Your Organization’s Business Objectives

Written by Gabrielle Wathen on October 8, 2018 at 8:00 AM | 4 minute read

Have you ever heard someone say “there’s an app for that!” when you complain about your smartphone? Well, if you want to elevate the success and business impact of your online community, trust us –  there’s a module for that.

Customizing your online community is a great way to maximize its impact, propelling your capabilities from basic to extraordinary. But selecting the right add-on modules to invest in can be tricky if you aren’t familiar with their functionality.

Even trickier is this often overlooked fact: what’s our community for in the first place?

There is no one-size-fits-all package of tools on the road to success. When you’re ready to further enhance your community, that’s when the fun of “shopping around” for new modules starts - because your core objectives are already front and center. When that time comes, The Community Module Guide will map you in the direction of the right tools to support your goals.

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Topics: Online Community Management, Engagement, Volunteer Management, Associations, Member Retention, Member Experience, Member Engagement, Collaboration Tools, Marketing Automation, Online Community

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