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HigherLogic and Socious

Online Community Blog

How to Build Customer Feedback Into Your Product Development Process

Posted by Crystal Coleman on Tue, Nov 03, 2015 @ 08:40 AM

Consumers are expecting more out of the companies they purchase from and for the most loyal customers, being a part of the product development process is a key want.

While emails and phone calls to customer service teams are still popular, more and more customers are turning to owned or social communities for solutions to their problems and providing feedback on products. A 2013 JD Power survey found that 67% of consumers have used a company’s social media site for servicing.

By now, most companies know that engaging and responding to these audiences is necessary in today’s marketplace, but what are you doing with all that feedback after you solve a customer’s problem? Truly smart companies take the feedback they get from customers and use it to influence their product development process and make the best products for their customers.

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Tags: Social Business, Customer Communities, Product Management

Think You Know Your Market? 13 High-Value Insights from Your Online Customer Community

Posted by Joshua Paul on Thu, May 15, 2014 @ 10:03 AM

In many cases, your organization is only as good as your insight into your market. This market data is the foundation of decisions about everything from products to positioning to messaging.  

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Tags: Social Business, Online Community, Customer Communities, B2B Online Communities, Product Management

Six Strategies for Crowdsourcing Ideas in Your Online Customer Community

Posted by Joshua Paul on Wed, Apr 02, 2014 @ 09:14 AM

You work hard to add people, content, and tools to your private social community that provide value to your customers or members and keeps them coming back.

However, that is only one half of an effective social community strategy. The best customer community strategies balance benefits to community members with leveraging the community to the meet business-level goals of the host organization.

Better customer or member engagement is the catalyst behind a variety of strategies at your company or organization. These advantages include increasing advocacy in your market, lowering support costs, and maintaining stronger relationships with customers or members.

Using Social Community Software to Crowdsource Ideas (and Everything Else)

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Tags: Association Management, Social Business, Customer Communities, Product Management

How to Improve Product & Services in the Age of Online Communities

Posted by Joshua Paul on Thu, Aug 09, 2012 @ 09:24 AM

Take an unofficial poll in your organization to see which department your employees think your online customer community benefits the most. Will it be marketing? Will customer support come out the winner?

You may be surprised that the dark horse in the race is the group whose use of your private online community can have the biggest impact on your organization’s revenue and future – product management.

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Tags: Association Management, Social Business, Online Community, Customer Communities, Innovation, Product Management

How to Leverage Your User Community to Drive Product Innovation

Posted by Joshua Paul on Tue, Jul 24, 2012 @ 08:47 AM

Product management is everything - from the presidential campaign to Apple’s success to the local brewery that created a special beer-drinking glass to differentiate their customer experience.

The role of product management is to design, develop, and launch products that will fly off the shelves in your market. Business development people love product managers because they hold the key to making marketing and sales very painless.

The challenge is doing product management well. The key to a successful product strategy is making decisions based on quantitative and qualitative data from your market in order to:

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Tags: Online Community Software, Association Management, Social Business, User Groups, Innovation, Product Management

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