Higher Logic

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Improve Your Customer Retention Program with an Online Community

Higher Logic

Many people ask how online communities can bring in new customers. It’s important, but communities aren’t just about growing your customer base. Part of a community’s value comes from something else - retaining existing customers.

Higher Logic Acquires Socious: Building Better Communities Together

Higher Logic

We’ve been busy here at Higher Logic - last September we announced our spot as a Leader in the inaugural IDC MarketScape : Worldwide Online Communities 2016 Vendor Assessment, as well as our new investment and partnership with JMI Equity.

Online Communities are Organizational Silo Breakers

Higher Logic

What department should be involved in their organization’s community? Generally, people would say it depends on what type of community it is. Some might say support, since communities are a natural gathering place for customers to seek help.

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Higher Logic Acquires Kavi: Powerful Collaboration for Thriving Communities

Higher Logic

2017 is shaping up to be our best year yet! Last month we announced our acquisition of Socious, bringing the best minds in member engagement together to lead in product innovation and the community industry.

Why Online Communities Still Aren’t a Top Business Strategy (And How to Change That)

Higher Logic

Dear online community professionals, We have work to do. Today, we are failing to showcase the inherent value we believe online communities can provide, because too many of our arguments are unproven. Beliefs are not facts. Beliefs don’t drive revenue.

What We Love About the New Business Impact of Online Communities Study

Higher Logic

According to the new Business Impact of Online Communities Study by Leader Networks, which surveyed hundreds of communities, about 35 percent of community leaders surveyed said they lack meaningful metrics to report success in business terms. That’s a sizeable number.

Three Analytics Community Managers Need to Track

Higher Logic

When it comes to analytics and KPIs, it can be hard for community builders to know exactly what to focus on.

Should you remove negative reviews from your community?

Higher Logic

You went out to dinner and had a horrible experience. What do you do? Many people would go to a site like Yelp and post about how the food was late, cold, and over-priced. Hopefully the restaurant either sees your review and apologizes, or a future customer decides to eat somewhere else.

Why You Should Be Measuring Community Vibrancy

Higher Logic

Charisma, drive, perception – all so-called "soft skills" essential in today’s workplace. Yet despite being widely known and valued, soft skills take a back seat to more defined skills like writing or expertise in Excel. Those are the skills employers use to grade your resume.

Harley Davidson Stumbled Upon Community (And it Saved Them)

Higher Logic

What makes a Harley Davidson motorcycle special? You don’t have to be a motorcycle enthusiast to answer this question - almost anyone can name something. Harley bikes have a distinct sound, look and feel. Even if you’ve never been on one, they’re an iconic part of American culture.

How to Engage Members Without Desk Jobs

Higher Logic

How do you engage members who don’t sit in front of a computer all day? If your community members typically sit at a desk most days, an online community fits more easily into their routine.

Bringing Real-Life Neighborhoods Online: NextDoor’s Privacy Issues

Higher Logic

NextDoor reinvented the idea of a neighborhood listserv, and turned what used to be mass emailing into an online neighborhood community. To join, you simply confirm your address via credit card, phone number, or a postcard sent to your house.

The Role of Online Communities and Customer Portals in Sales Enablement

Higher Logic

Sales professionals are some of the smartest, most people-savvy individuals you’ll ever meet. They can read your tone of voice, body language, and dig into your deepest needs to find the best product or service to meet them. In the past, salespeople did all this either in person or over the phone.

Building Inclusive Online Communities

Higher Logic

What would happen if you asked me for my email address and I told you it was jessicafish@aol.com? How might your perception of me be shaped by that one piece of information? What if I told you it was a gmail address? Would that draw any reaction at all?

Lessons From the (Long) History of Online Communities

Higher Logic

Some people think that online social networking began with Facebook or MySpace - but they couldn’t be farther from the truth. Even before the invention of the World Wide Web in 1989, people used the internet - a massive network of computers - to congregate virtually.

Five Social Media Marketing Trends for 2017

Higher Logic

In social media marketing, whenever a door closes, another one has opened. Changes in technology constantly give marketers new opportunities while making old options obsolete. The quicker your association adapts, the better you will be at using social media to your advantage.

The Wikipedia Effect: Why People Volunteer

Higher Logic

Wikipedia is one of the best examples of user generated content on a massive scale. Almost the entire site -- one of the most used websites in the world -- is content made by extremely dedicated volunteers.

Six Reasons to be Excited for the 7th Annual Higher Logic Super Forum

Higher Logic

We are so excited for Super Forum - this year it’s November 14 and 15. Since this is our seventh one, we have big things in store -- you won’t want to miss out! Here are just a few things I’m personally excited for: Results Driven theme.

Dynamic Communities Spurs Engagement and Conversation for Microsoft User Groups

Higher Logic

Dynamic Communities, Inc. is the administrative organization behind professional software user groups such as the Dynamics AX User Group (AXUG), the Dynamics GP User Group (GPUG), the Dynamics CRM User Group (CRMUG), the Dynamics NAV User Group (NAVUG), and more.

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The Bigger Community ROI Picture

Higher Logic

In the community building space, we spend a lot of time talking about return on investment (ROI). It makes sense, after all - community platforms are a big investment, from purchasing the software to implementation and upkeep.

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The 2016 Super Forum Community Expert Panel: Highlights

Higher Logic

We were honored to host four renowned community thought leaders at this year’s Super Forum. It was a vibrant discussion that included data versus passion in community, engagement as it relates to retention, the state of community management, and influencing community behavior.

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Super Forum After Hours: What DC and Arlington Have to Offer

Higher Logic

How well do you know our nation’s capital? Beyond housing the President and being the epicenter for American politics, DC has so many fun things to do! While you’re in the area visiting for Super Forum , we hope you have time to at least quickly explore DC and the surrounding areas.

The C-Suite's Role in Social Media

Higher Logic

Social media has undoubtedly gained an increasing role in the business community. For any organization, the importance of social media is right up there with any other marketing strategy. However, are there reasons for business executives to have their own presence on social networks?

6 Quick Website Tweaks that Make a Big Impact

Higher Logic

If you watch budget design shows on TV, you know that one of the designers’ favorite tricks is paint. It’s cheap, fast, and gives a whole new look to furniture and walls. Rarely do you see a makeover on a budget that doesn’t at least paint an accent wall. White walls hardly ever remain white.

How Should You Measure Your Community's Engagement and Satisfaction?

Higher Logic

If you feel like you’re caught trying to go upstream in a surging metrics river, you’re not alone. But we do have to measure our community activity and member behavior to get a handle on customer satisfaction.

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Have You Seen the IDC MarketScape Report on Online Communities?

Higher Logic

Online communities are all about getting relevant, ongoing conversations to customers quickly and easily. The community industry is quickly becoming a frontrunner for the customer experience, with an emphasis on the growing importance of communities for customer relationships, feedback, and support.

Meet Your Community Manager: Katie Bapple

Higher Logic

Ever wonder who the people behind the curtain are here at Higher Logic? We’re introducing you to our community managers. They’ll talk about why they love community management, helpful resources to use and weigh in on the dog versus cat debate (as you can see, this is serious stuff…).

What 15 Year-Olds Can Teach Organizations About Content Strategy

Higher Logic

This guest post is by Jill Andreu, Naylor’s vice president of content strategy and development. Jill is responsible for the overall strategy, direction, leadership and management of Naylor’s editorial department.

How the Customer Support Funnel Works for an Online Community

Higher Logic

Funnels, chutes, hourglasses - they’re all used to help us plan the customer’s journey with our organization (or maintain a particularly organized baker’s kitchen - depends on your audience).

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Build a Better Organization with Community

Higher Logic

Community will help your customer relationships -- they’ll feel more connected to you and to other people who use your product. But will community help your entire organization? You bet.

Successful Communities Give Up Power

Higher Logic

It may sound counter-intuitive, but it’s true - successful communities give up power. No, that doesn’t mean they throw out their community guidelines and nix all the rules - a certain amount of structure is important. But over-management is sure to kill engagement, which is the last thing you want.

How to Increase Participation in Your Online Community Using Social Psychology

Higher Logic

I’m miserable at all types of computer coding, but I learned basic HTML at my first job out of college – not because I wanted to learn, but because all my colleagues knew HTML. They thought I should too and every day they’d remind me to try Codecademy for free lessons.

Protech Associates Creates “Tier 1 Support on Steroids”

Higher Logic

Based in Columbia, Maryland, Protech Associates, Inc. provides cloud-based association management software powered by Microsoft Dynamics CRM. In early 2015, Protech Associates Director of Customer Care Matt Bruffey recognized the need to improve the customer support experience.

Should Lurkers Be Called 'Lurkers'?

Higher Logic

Would you rather be called a ‘lurker’ or a ‘wallflower’? Language is an important factor when creating an online community. Developing specific words or phrases can deepen a sense of community amongst your members, giving them the feeling of being on the “inside” or part of an exclusive group.

Use Triggers to Drive Action and Shape Behavior

Higher Logic

How does Facebook get over a billion users to do exactly what they want? Although they’re a social network, not an online community, they’re masters at engaging and building loyalty -- and creating an addicting, FOMO -inducing platform. So how can you get your community members to do what you want?

Four Community Newsletters You Need to Subscribe To

Higher Logic

Where do you turn to for information? Community management is a growing industry, with more resources than ever before - but sometimes it can be hard to find the golden nuggets within the ever increasing sea of content.

PREVIEW: Key Findings from the 2016 Community Benchmarking Study

Higher Logic

How has community engagement evolved, from setting benchmarks to developing custom measurements for your organization? I recently previewed our 2016 Community Benchmarking Study, and the overarching theme is clear: effective community management can positively influence member behavior.

Community Enhances Your Product Enhancements

Higher Logic

It’s simple: online communities are the most efficient tool for knowing what your customers think, predicting what they’ll do or need, and retaining them for the long-term. And that all adds up to a better product.

Establishing the Business Value of Online Communities

Higher Logic

We can all agree that every organization's CEO and leadership team is accountable for determining what adds value to the business. The very best ones are focused on creating and delivering value for all stakeholders inside and outside of the organization.

Your Growing Organization Needs an Online Community

Higher Logic

Ok, here’s the question: what do member retention, organizational growth and your website all have in common? Answer: community (that is, if you have one). Online communities aren’t just for enormous, multinational companies -- small organizations need them, too, just as much as the behemoths do.