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If You Want Loyal Customers, Make it Easy to Complain

If there’s only one thing worse than a customer complaint it’s not seeing a customer complaint. If you don’t see it, there’s little you can do. For every customer who complains directly about your business there are many more who are equally dissatisfied but don’t bother to complain. They simply stop doing business with you […]

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KANA Customers: It’s Time for a New View

That’s why you should attend KANA Connect 2014 San Francisco: A New View, KANA’s annual customer summit, September 21-24 at the Grand Hyatt hotel in San Francisco, California. A New View doesn’t just refer to the amazing views from the Grand Hyatt. It also refers to industry experts presenting a new view of customer engagement. […]

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Listening to Your Customers Is Not Enough

We all like to be heard. I’m quite sure my wife appreciates me turning off the baseball game—or the hockey game, football game or SportsCenter—when she is trying to talk to me. Or at least I think she would if I ever actually did. What did she just say—something about the dog? Customers are exactly […]

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Part 2 – Video Series: Getting Started with Knowledge Management

I hope you found the first four videos in the Knowledge Management Best Practices video series helpful. In the final video of the series, you’ll learn about one more key tactic that can improve the value derived from your KM project: context. This is the ability to take any piece of information about the customer, […]

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Video Series: Getting Started with Knowledge Management

Often there is so much information on a topic that it can feel a bit overwhelming. Without knowing where to start, people simply opt for inaction. Knowledge Management can definitely be one of those complex topics, with thousands of reference documents, white papers and articles on the subject. I’ve recently put together a simple video […]

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Making Insurance Customer Touch Points Count

When it comes to customer experience, the insurance industry has a problem — touch points. I don’t think I’m unique in saying that I seldom contact my insurance company. Once a year maybe, at renewal time usually, sometimes less if the renewal quote is acceptable. This lack of engagement, however, poses a problem for insurance […]

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Gain Customer Insights with Advanced Analytics

Data visualization, self-service business intelligence and advanced analytics are three business intelligence (BI) designs highlighted by Gartner, TDWI and InformationWeek for 2014 and beyond. But what do these terms mean and, above all, what can they do for your organization? It is no coincidence that data visualization, self-service business intelligence and advanced analytics are grouped […]

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Customers Won’t Wait for You to Get Service Right

An organization’s brand used to be so powerful that consumers would stay loyal even if they weren’t completely happy with the service they received. However, in today’s digital world, where consumers have so many more choices for products and services, customers are no longer willing to put up with less-than-stellar service and are quick to […]

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Contact Center Insights and Customer Kudos at Call Center Week

Our team attended IQPC’s 15th Annual Call Center Week conference at Mandalay Bay in Las Vegas last week. It was the largest event in its history (by far), and KANA was proud to be a conference sponsor. KANA had the privilege of being among the speaker “faculty” (as IQPC calls it), and we co-presented a […]

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Customers are Raising the Bar…and Customer Service Leaders are Clearing It

[This blog post includes a video version or "vlog."] Ready for some good news? Customer service is getting better. Customers are driving… scratch that… demanding it. Innovative and courageous customer service leaders have met and exceeded those expectations with consistent, complete and contextual omnichannel engagement. In my longest vlog yet (five minutes, but hopefully worth […]

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