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Online Community Management Posts

Are You Facing These 3 Community Building Challenges?

Written by Morghan Cope on February 27, 2020 at 8:30 AM | 5 minute read

Communities are becoming a staple for healthy organizations to reach and interact with their customers and members, but they can be hard to navigate.

To help guide your community building efforts, two of our 2020 Community Movers + Shakers sat down for a webinar to share advice in response big community challenges that attendees were facing.

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Topics: Online Community Management, Customer Communities, Member Communities, B2B Communities, User Group Communities, 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).

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Topics: Online Community Management, Customer Communities, B2B Communities, User Group Communities, Customer Engagement, Customer Experience, Customer Support, Collaboration Tools, Online Community

5 Tips for Staying Sane During Your Online Community System Migration

Written by Elizabeth Bell on December 6, 2019 at 8:30 AM | 4 minute read

Most of us hate moving. It means hassle, stress, PACKING, money, and time, but it’s one of those things you just have to do sometimes. And in the end, it’s usually worth it for a bigger space, a better yard, a faster commute, and more bathrooms.

It’s the same way when you’re planning a system migration, especially when it’s a software platform you’ve invested a lot into, like your online community.

Just remember that moving your online community to get it right is totally worth it. According to Aberdeen Research, firms with online communities:

  • Enjoy 5.4 times greater annual increase in customer satisfaction rates.
  • Achieve 41% greater average customer profit margin
  • Are 2 times 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

Since migrating your online community to a new community platform vendor is a big commitment, I’m sure you’ve carefully considered the change. As you project manage the migration, rely on these tips to guide you (and preserve your sanity) as you progress.

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Topics: Community Platforms & Updates, Online Community Management, Customer Communities, B2B Communities, User Group Communities, Online Community Software, User Group Management, User Group Software, Online Community

12 Examples of Thriving Communities for Online Community Builders to Learn From

Written by Elizabeth Bell on December 2, 2019 at 12:07 PM | 7 minute read

We’re always talking about building community and how engaged communities can have an undeniable impact on our organizations. However, sometimes the concepts behind an online community can feel a bit abstract. 

Aren’t communities built in person? How can an army of strangers online make a customer feel seen? 

To make the idea of an online community and its benefits more concrete, we used our internal employee community to crowdsource 12 of our favorite examples of thriving communities around the web. 

These examples can help us answer the question: What really makes a community a community?

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Customer Engagement, Member Engagement, 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.

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

2019 State of Community Management: What Now? 5 Stats with Action Items for Executive Stakeholders + Community Leaders

Written by Gabrielle Wathen on June 26, 2019 at 1:08 PM | 5 minute read

The data published in The Community Roundtable’s 10th Annual State of Community Management report was collected from 325 community programs between January and March 2019. ICYMI: We shared a collection of 39 nitty-gritty stats from the report in our first blog recap.

Communities are change agents, there’s no doubt about it. The 2019 State of Community Management report reveals that communities are transforming organizations in fascinating (and profitable) ways. Program outcomes can be connected to a variety of complex business objectives like customer retention, innovation, and culture change.

Because communities are complex, adaptive systems, they have the ability to address a variety of complex problems with a multitude of different solutions.

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Topics: Online Community Management, Customer Communities, Member Communities, Online Community Software, Customer Retention, Customer Success, Online Community

39 Online Community Stats You Should Know for 2020

Written by Elizabeth Bell on June 13, 2019 at 8:58 AM | 6 minute read

The Community Roundtable annually releases The State of Community Management Report, and it’s chock-full of timely online community stats to help inform your strategies in the year ahead.

Community is increasingly recognized as a valuable and effective way to create complex organizational change, and The Community Roundtable’s research has backed up and lead that effort by finding hard data and facts.

We’ve pulled out 39 of our favorite stats from the 2019 report that you should know going into 2020 (but don’t worry, there’s more stats and info to be had in the full report!)

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

4 Ways to Use Events + Conferences to Increase Online Community Engagement

Written by Gabrielle Wathen on June 11, 2019 at 1:23 PM | 5 minute read

There’s something special about attending an event that leaves you feeling invigorated, inspired, and better off for having participated. Making new connections in an environment like this can be energetic, powerful, and truly productive. It can also boost community engagement.

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Associations, Customer Engagement, Member Engagement, Marketing Automation, Online Community, Events

Public Social Network or Private Online Community? 11 Tips to Guide Your Decision

Written by Elizabeth Bell on June 6, 2019 at 2:10 PM | 8 minute read

Would you build your house on rented land? Or move all your belongings into a hotel room?

The answers are obvious. No, you wouldn’t, because you’d be trying to create something permanent in an impermanent place that you don’t own, where things could change at any moment.

Could the same concept apply to building a community for your customers or members on social media? We think so.

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Associations, Online Community Software, Customer Engagement, Customer Experience, Member Experience, Member Engagement, Online Community, Integration, Advertising

15 Tips to Help Successfully Move Your Social Media Community to a New Platform

Written by Elizabeth Bell on May 14, 2019 at 8:41 AM | 8 minute read

No matter the reason for the change, anyone who has grown an online community to maturity on a Facebook or LinkedIn or Yahoo group can tell you that the thought of moving that community to a new platform is enough to keep a person up at night.

There are logistical and personal challenges to migrating an entire community, like:

  • What if engagement totally dies?
  • What if we lose all the activity from our old group when we transition?
  • What if community users don’t move?
  • What if users start their own rogue communities because they hate our new platform?

But whatever your worries are, moving your community to an official community platform could be what it needs to become even better. Plus, with Yahoo Groups shutting down, it's definitely a good time to think about a new home for your community.

To get you to that new, better place, there are some strategic elements to think about as you transition your community from a social media group to an official community platform. 

(Not sure you want to move to a platform built for community yet? Let this post convince you.)

We’re here to help you meet your goals while avoiding these pitfalls.

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Topics: Online Community Management, Engagement, Customer Communities, Member Communities, B2B Communities, User Group Communities, Online Community Software, Customer Engagement, User Group Management, Member Engagement, Online Community

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