Paul’s guest on this episode of Higher Logic’s “Power of Connection” is Izzy Neis, Head of Digital at ModSquad. For over 20 years, ModSquad has been providing moderation, customer support, community management, social media, and social listening services for all ranges of businesses with a digital footprint, B2B and B2C. Topics covered include:

• How to build a successful community experience
• What factors should you prioritize when crafting a community strategy?
• How to find out what your customers want in a community.
• How to work with community managers to make sure they’re as effective as possible.
• The various types of community managers.
• How to establish baseline and spiking moment experiences in the community.
• What are the characteristics and skillsets of a great community manager?
• Some of the most common goals for community.
• Why your community should be more like Madonna.
• How to handle angry or critical community posts.
• Do you need a community if you’re already very present on social media?

Paul’s guest today on Higher Logic’s The Power of Connection podcast is Dani Weinstein, who’s well-known in the community space for running large communities. Dani was on the ground floor in the creation of the Hewlett-Packard social care team, which launched communities that grew to two million members, driving 100 million customers in traffic. He also helped build Domo’s new B2B community, incorporating superfan and voice of the community initiatives. He’s worked on Kaltura’s B2B community and worked on community strategy at SAP. Paul and Dani talk about growing and scaling communities, including topics such as:

• Is there anything special to know about measuring a large community?
• Why where community management falls in the organization matters.
• The four pillars of determining the success of a community.
• The balancing act of which KPIs are most important to the different parts of the business.
• Scaling a community globally.
• The things you might not be thinking about as you get ready to scale your community.
• The challenges of going from a team of one to an actual team of multiple people.
• Managing different executives up the chain as the community expands.

Helpful Links

Dani Weinstein on LinkedIn

Higher Logic

In this episode of Higher Logic's "Power of Connection" podcast, Paul Schneider talks with Eric Stieg, Senior Manager and Head of Community at Anaplan. Eric has had extensive experience starting and running communities for many top brands and brings a wealth of expertise to those currently running customer communities. Topics discussed include:

• What is the “right” KPI for measuring community?
• The first thing you need to do if you want to see community and engagement grow.
• How to motivate user generated content.
• Incentivizing and rewarding super users.
• What truly effective personalization looks like.
• How the community can increasingly directly drive business outcomes.
• Statistical insight on the relationship between customers who stay or leave and their active involvement in community.
• The argument executives put up against starting a community and the answer for it.

Helpful Links:

• Making Content a Team Sport: Inside Anaplan’s Member-Driven Content Program with Ginger Anderson
• Ditching the Developer Dependency: How Anaplan Reclaimed Its Community with Higher Logic Vanilla
• Eric Stieg on LinkedIn
• Anaplan
• Higher Logic