Google Analytics Guide for Community Managers

Google Analytics for Community ManagersGoogle won’t tell anyone, but it’s a sure bet that Google Analytics is used by a ton of websites and, in turn, many communities. Let’s face it, Google Analytics is pretty ubiquitous for the simple fact that it provides great data for free.

While most community forum platforms have some sort of analytics package, using Google Analytics provides companies with rich information beyond what these tend to measure. For example, most baked-in community analytics will not track the original source of your online traffic. Some of these things can be critical to community success.

More importantly, Google Analytics integrates into the total digital experience of your other online properties. With the proper set-up, you can see how members of a community come and go to a website, and even measure influence of a community on other goals (such as company revenue). Continue reading

How to Cope With Legal Threats in Your Community

(Note: This is not being written by a lawyer and does not constitute legal advice. Seeking professional advice on legal matters is always advised)

“You’ll be hearing from my lawyer” “I’ll sue you!” “I think you should be consulting your lawyer about now!” Have you heard any of these yet? You will. It’s the battle cry of the losing party in disputes all over the internet. Legal threats are a common weapon used in an attempt to intimidate and bully people into doing what the threatener demands.

The reason this is so popular is simple: it often works. Most of us have no real knowledge of the law and have no idea what does or does not constitute a breach of it. When someone else seems confident of their knowledge, it’s easy to assume that they know what they’re talking about when we don’t. Depending on the situation, capitulation can simply seem like a simple solution to a stressful situation.

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Customer Experience = Control for Your Customers

-Customer Experience = Control for Your Customers- (1)How was your weekend? Good, I hope. I had a pretty good one too, until a snag in my operating system left me unable to play any of my purchased videos. Since a weekend without Star Wars is unacceptable, I turned to the internet for help. The ultimate nightmare scenario unfolded: a question with no answer online aside from “contact our customer support line. It took 3 representatives a total of four hours to tell me that my problem was unsolvable and to give me a second number to call for a refund. As yet, I’ve not had the mental fortitude to try it.

The real problem here isn’t the error, or that it couldn’t be fixed. It’s that I was out of control for the entire experience. I couldn’t choose when to engage, and had to sit on the line while the poor rep tried desperately to figure out what the problem could be. This reached the point of parody when they were forced to remotely operate my computer to try and discover the problem. There’s nothing like seeing your mouse move of its own accord to reinforce the lack of control you have as a customer.

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5 Ways to Turn Tough Critics into Brand Advocates

5 Ways to Turn Tough Critics into Brand Advocates

If you manage a community or work on a customer happiness team, it’s probably safe to assume that you’ve encountered some tough critics and unique personalities on the job. Whether it’s the perennial customer who continues to complain about your product/service or the entitled user who keeps coming back with overwhelming feedback hoping to get more from you, there are a few things you can do to improve the relationship while earning their respect and ultimately, inspiring them to speak positively about your brand.

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Introducing HTML Emails for System Messages

This new feature lets you apply some simple formatting to system email messages. These are system generated emails sent to community members such as password resets, notifications, etc.

To turn on HTML email, go to Email under the Appearance section of your Dashboard and select ‘Enable’. From this page, you’ll be able to upload a logo and set the font, button and page colors.

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