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Online Community Management Posts

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 in 2019

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

The Community Roundtable annually releases the 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 report (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 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 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 community when we transition?
  • What if members don’t move?
  • What if members start their own rogue communities because they hate our new platform?

But whatever your worries are, moving your community could be what it needs to become even better.

To get you to that new, better place, there are some strategic elements to think about as you transition your community from one platform (be it social media, a different company, or a listserv) to another.

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

8 Reasons Your Customer Support Improves with an Online Community

Written by Nick Mignogna on May 1, 2019 at 10:14 AM | 9 minute read

In today's global economy, you're no longer competing with just the businesses in your town. You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. You need a way to differentiate yourself outside of product and price, which can only be tweaked so much.

Smart businesses that find themselves in this situation turn to customer support as the differentiator.

Excellent customer service and support are highly effective ways to stand out because they also build loyalty among your customers. It will often cause them to select you for renewals and recommend you even if your prices are higher than the competition. Just consider these stats:

  • 95% of global consumers said good customer service is an important influencer of their brand loyalty [Microsoft]
  • 61% have stopped doing business with a company due to poor customer service [Microsoft]
  • 75% of companies believe they’re customer centric, while only 30 percent of consumers agreed [Capgemini]

Clearly, there’s a major divide between perception and a hard reality.

So how do you create a great customer service experience that puts you on the right side of these statistics?

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Topics: Online Community Management, Customer Communities, B2B Communities, Customer Experience, Customer Support, Collaboration Tools, Customer Success, Online Community

The Importance of Language for Your Community

Written by Ben Rossell | on April 4, 2019 at 9:21 AM | 4 minute read

I recently read Trevor Owens’ book, Designing Online Communities, which looks at the design process for web communities from a cross-disciplinary perspective. He discusses how psychology, sociology, history, linguistics and other fields of study can influence and inform our thinking about online communities.

Owens showcased the value of taking time to think about and develop a language for an online community. After reading his case, I’ve put together three questions on language that you can consider to improve your community’s language.

Let’s discuss the importance of language for your community, highlight where we’ve seen language used effectively, and dive into what we can do better as online communities.

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

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

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