It’s Good. Scary Good. What Generative AI Is Does ChatGPT (and its rising number of competitors) really warrant the excitement? For those who sat on the waiting list long enough to get hands-on with it, the answer has generally been yes. No, it’s not perfect, but it’s impressive. And it’s only going to get better from…
A company decides it’s finally time to build an online community. They buy the software, set up a forum, run a few launch campaigns. Then comes the big question: “Who’s going to manage this thing?” Someone in marketing raises their hand. Maybe a support team member gets voluntold. Or, worst case, Bob—who already has three…
Here’s how we use Higher Logic Vanilla to manage product feedback from our customer community, and how you can too. Our Feedback Process Needed More Structure Before adopting our own ideation features, our approach to handling customer feedback wasn’t exactly structured. Requests often jumped directly to our founders or…
Every support team faces the same challenge: too many tickets, not enough time. When customers can’t find answers on their own, they turn to your support team for help, whether it’s a simple “How do I reset my password?” or a more complex technical issue. But what if a significant number of those tickets could be avoided…
It’s a common issue for many organizations—leaning on the same handful of enthusiastic customer advocates time and again. They’re reliable, they’ve helped tell your story before, and you know they’ll do a great job. But over time, you risk burning them out. And once that happens, it’s hard to recover. Worse still, you may…
Most communities face a frustrating truth: engagement fizzles out quickly for the majority of new members. FeverBee’s research sheds light on the stark reality: Nearly half of first-time contributors never post again. A third of those who return to post a second time stop engaging within 30 days. Fewer than 1 in 5…
Scaling a community content program isn’t simple, but Anaplan’s approach has turned it into a well-oiled, member-driven machine. For Ginger Anderson, Principal Community Content Manager, the key was designing a strategy that doesn’t rely on one person—or even one team—but rather encourages collective ownership. This…
Your online community is a direct line to what your customers want most from your product. It’s where they share ideas, give feedback, and voice the challenges they’re facing—insights you can use to shape your roadmap. But without a clear process, capturing and organizing that feedback can feel like searching for a needle…
When Eric Stieg interviewed for a community role, he didn’t expect a question about KPIs to turn into one of his most memorable conversations. The interviewer asked: What’s the most important KPI for communities? “Engagement,” Eric answered without hesitation. The pause that followed told him they were expecting a…
Online communities have traditionally been seen as the place people go when they hit a wall—a digital help desk for solving problems and moving on. Useful? Absolutely. Memorable? Not so much. But what if communities could do more? What if they set the tone for industry conversations, influenced customer decisions, and…
For several years now, Apple has highlighted the important role that partners and Admins play in testing beta versions of their upcoming operating systems and submitting feedback for any issues that can (and do, particularly in the early versions) appear. They also provide some great tools that make it easy for this to be…
Brendan is a community manager that provides the latest insights and news regarding our platform and industry
