Higher Logic

JANUARY 4, 2018

How Important Is Customer Service? We all value good customer service, but for associations with a lot to do and little time, it takes on a new meaning – especially if you know you’ll need frequent support. How much training and self-service support resources does your vendor provide? How easy is it to use your new software?

Technology 288

Technology Newsletter Software Tools 288

Higher Logic

SEPTEMBER 3, 2020

Learn how using Higher Logic’s community management services has helped three associations revamp their strategies and grow community engagement levels. The post How Dedicated Community Management is Helping These 3 Organizations Level Up Engagement appeared first on Higher Logic.

Organization 207

Organization Strategy 207

Higher Logic

DECEMBER 14, 2017

Movie theaters are competing with streaming services and premium television services. The fundamental services didn’t change. It’s still really just dinner and a movie, but in these saturated markets, the experience went beyond good support or service. Personalize the Member Experience.

Marketing 262

Marketing Social Media Member Experience America 262

Higher Logic

MAY 20, 2020

For a sponsored webinar, you don’t have to talk just about the product or service they provide. You could talk about best practices for marketing strategies, share industry updates from a new perspective, or evaluate the best new products or services that would benefit members.

Revenue 296

Revenue Learning Management System Member Engagement eBook 296

Higher Logic

JULY 10, 2019

When services or products evolve, your new offerings aren’t always going to be the right fit for all your customers. For example , even if you lose 50 customers that made up 5% of your revenue per year, you achieved net negative churn if your current customers purchased additional products and services valued at 10% of your annual revenue.

Revenue 184

Revenue Strategy Price Products 184

Higher Logic

APRIL 10, 2018

Traditional business models focus on products and services. Sales are becoming less and less dependent on products and services. Those types of positive experiences appeal more to emotion than a static product or service. The sharing economy and the boom in subscription services are two examples.

Products 185

Products millennials Social Media Examples 185

Higher Logic

MAY 1, 2019

You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Excellent customer service and support are highly effective ways to stand out because they also build loyalty among your customers. The Role of Online Customer Communities in Remarkable Customer Service.

Products 136

Products Library Team Software 136

Higher Logic

JUNE 15, 2017

Already proven popular with customers (think about Facebook and LinkedIn) online communities benefit companies across almost every department from marketing and sales to customer service. Cut Customer Service Costs (And Increase Satisfaction). People who enjoy calling customer service are few and far between.

Products 191

Products Revenue Library Cost 191

Higher Logic

MARCH 20, 2018

User Groups Help Customers Find Success with Their Current Products or Services. User groups help your customers be more successful by providing: Self-Service Documentation. A user group is a network of people who use the same products and services. User Groups Help Customers Solve Problems with New Products and Services.

Library 168

Library Learning Management System Products Education 168

Higher Logic

AUGUST 29, 2019

For many software as a service (SaaS) companies, the delight phase is shared across multiple teams. Customers usually don’t take full advantage of products and services they’ve purchased. We provide self-service options through the community so they can still find the information they need.”. Create a Product Training Hub.

Software 192

Software Team Products Recruiting 192

Higher Logic

DECEMBER 5, 2019

Sent emails go undelivered every day, as senders and email service providers do not have control over where their message lands. Many people turn to link shortening services, which convert long URLs to shorter versions that lead to the same landing page. Spammers use these services to hide their destination URLs.

Email Marketing 156

Email Marketing Tips Marketing Content 156

Higher Logic

MARCH 27, 2019

VP of Education Services, American Gear Manufacturers Association. VP of Education Services, AGMA. VP of Education Services, AGMA. On the administrative side, it’s easy to use. For our learners, it is user-friendly. First-timers who log in have no problems finding their course information.” – Casandra D. Blassingame, M.Ed.,

Learning Management System 244

Learning Management System Case Study System LMS 244

Higher Logic

JANUARY 3, 2020

When a Customer Has a Problem with Your Product or Service. Previously, the first thing your customers did when they had a question or problem with your product or service was call customer support or open a support ticket online. When a Customer is Looking for Strategic Advice.

eBook 194

eBook Products Tips Tools 194

Higher Logic

AUGUST 8, 2019

A community gives your customers a self-service option and a way to problem-solve with each other. When they don’t have the time to give every customer white-glove service (even if they would LOVE to), they can rely on the community to help customers get answers and solve problems. Interpretation? Understand the customer’s journey.

Team 174

Team How To Hawaii Resources 174

Higher Logic

AUGUST 17, 2017

In 2016, businesses lost $63 billion dollars due to bad customer service. To make matters worse, almost half of customers will stop doing business with a company because of bad service – a percentage that will likely increase as younger generations (who are more likely to switch companies) become more prominent and influential.

Cost 134

Cost Products Innovation Team 134

Higher Logic

JUNE 26, 2018

For their services, they receive a mixture of tangible and intangible rewards like gaming equipment, games, exclusive recognition, and badges for their profiles. If they don’t find what they’re looking for, they can submit a support ticket to be helped during customer service hours.

Cost 120

Cost eBook Library Software 120

Higher Logic

NOVEMBER 14, 2017

That’s a big part of what’s driven the Silicon Valley startup to become one of the country’s premier subscription and online shopping services. Brad currently applies data science at Stitch Fix to do everything from creating demand models (how many customers will be asking for service next week?) Personalization itself isn’t new.

Analysis 216

Analysis Examples Strategy Industry 216

Higher Logic

APRIL 11, 2019

For B2B Software-as-a-Service (SaaS) companies, investing in customer success isn’t optional – or, at least it shouldn’t be, at this stage in the game. 80% of customers say the experience a company provides is as important as its products and services [ Salesforce ]. Which begs the question…what took so long? It’s simple.

Software 174

Software Resources Strategy Tools 174

Higher Logic

JULY 25, 2017

Provide Self-Service Tools. The first thing that 73 percent of customers do when they need help with a product or service is search the internet. Make sure that someone from your customer service team is monitoring conversations as well. Help Customers Build a Network. Ask for Feedback and Contribute to Product Development.

How To 176

How To FAQ Tools Products 176

Higher Logic

JANUARY 18, 2017

We’ve noted the possibility of exploring some acquisitions - looking into companies and vendors that offer great products or services that would expand and enhance our product offering, and therefore assist our customers and prospects in achieving their business goals. And we’ve done just that! Stronger communities all together.

Press Release 120

Press Release Software Products Member Engagement 120

Higher Logic

JANUARY 23, 2018

Community management services. These services are offered by third-party agencies or online community software providers. You can use community management services part time to fine tune your strategy and set up your site, or you can opt for a full-time community manager who acts an extension of your in-house staff. The kicker?

Social Media 195

Social Media Software Revenue Project 195

Higher Logic

JANUARY 24, 2019

Ensure effective communication with member self-service options. Ensure Effective Communication with Member Self-Service Options. That’s why offering self-service options in your management platform is a smart choice. There’s a wide variety of ways you might offer direct self-service options to your members.

Communications 209

Communications Software Member Engagement Event Planning 209

Higher Logic

JUNE 26, 2020

For example, the service you provide for every member could be identical, but the way you communicate it makes a difference. For example, one of their services they wanted to advertise was bargaining and negotiation. They sent a variety of messages to potential members describing the different services they can provide.

Recruiting 156

Recruiting Recruitment Email Marketing Communications 156

Higher Logic

AUGUST 7, 2018

It should be a place where like-minded people interact about topics that are important to them, consuming educational content around a product or service that will enhance their current skillset. You can provide customers with exclusive resources and information that will make them more successful and help them use your product or service.

eBook 149

eBook Case Study Products Tools 149

Higher Logic

JUNE 28, 2016

Even if your competitor's product or services are identical to yours, they won’t have the same community. Sure, the community is grounded in your products and services. Improve products and services. Listening to customer feedback won’t just help you improve your products and services -- or even create brand new ones.

Organization 174

Organization Products Cost Team 174

Higher Logic

MARCH 17, 2020

When your customer wants to talk to someone who’s used one of your product or services they don’t have yet. Even if they don’t, it’s an invaluable resource for self-service and product adoption. If your customer wants to submit a product improvement idea. You get the idea.

eBook 177

eBook Software Sample Learning Management System 177

Higher Logic

FEBRUARY 13, 2018

For example, a major business initiative might be to reduce customer service costs. In our example, the customer support community’s main KPI is customer service costs. In the year before the community, the business spent $100,000 on customer service. That game goal may be the reason why you create a customer support community.

Cost 107

Cost Maine Examples Team 107

Higher Logic

OCTOBER 3, 2017

While important, customer experience can be about so much more—and making sure customer service is exceptional should be seen as a critical part of your business’s goals. Invest in your customer service team, giving them the time and resources they need to do a great job. Increase Revenue.

Revenue 149

Revenue Team Products Resources 149

Higher Logic

MAY 22, 2018

Online communities are buzzing with answers around the clock, far surpassing the nine-to-five accessibility of a customer service department or a local chapter’s reception desk. If members’ questions are customer service-related , they may be able to find related discussions about the issue they’re experiencing.

Library 153

Library Resources Products Project 153

Higher Logic

MAY 28, 2020

He explains more: Imperva , a cyber security software and services company, also launched their community in 2019. Michael, director of knowledge and community management at Delphix, calls communities a way for companies to “listen at scale.”

eBook 250

eBook Software Maine Products 250

Higher Logic

OCTOBER 31, 2017

When considering the best way to juggle all that information effortlessly, consider an AMS that has full service customer relationship management (CRM) capabilities that seamlessly link all your necessary functions and allows for ease of compiling, managing and reporting on all facets of your organization's data.

Process 159

Process Social Media Content Committee 159

Higher Logic

DECEMBER 12, 2019

It’s hard to scale with traditional customer support or success strategies – there’s just not enough time or manpower to do that, and customers want self-service. So what’s the main point?

Video 234

Video Maine Software Examples 234

Higher Logic

SEPTEMBER 12, 2017

Take a close look at your association’s products and services to see where you can offer additional options. If you have unobtrusive ad space where you could highlight sponsor services that members find valuable, then you're on the right track. Explain Inclusions and Responsibilities.

Revenue 222

Revenue Price Newsletter Directory 222

Higher Logic

MARCH 1, 2018

There’s a difference between educating someone on your products and services and bombarding them with thoughtless advertising. Self-service kiosks, smart homes – this automated approach is exactly what marketing is and should be doing! I may be biased, but I don’t consider most marketers to be inherently “shady.”

Marketing 189

Marketing Price Education Content 189

Higher Logic

JUNE 22, 2017

Develop Valuable Content and Services. Ninety-four percent of respondents in Clutch and Brave UX’s research listed valuable content, services, or goods as important or very important in determining if they revisit a website. To begin, relax your content creation schedule. You don’t need to publish a piece of content every day.

Project 196

Project Content Case Study Resources 196

Higher Logic

JUNE 17, 2020

It exposes people to new ideas, prompts product and service use, and rapidly surfaces shifting needs.” – The State of Community Management Report 2020. “Community engagement supports every member’s success by giving them access to the knowledge and value of the entire community. By supporting them in their work, it inspires their loyalty.

Cost 270

Cost Report Revenue Products 270

Higher Logic

DECEMBER 20, 2018

Whether consciously or subconsciously, this standard of service influences our expectations for our buying relationships with B2B technology vendors. Think old school cable television – with so few consumer options, your area provider could win your business despite a reputation of delivering horrendous customer service.

Software 159

Software Revenue Communications Team 159