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The Rising Importance of Digital Channels

As a consumer, digital channels play a big part of any decision I’m making. Digital channels, in particular online communities, enable me to: Take less risk in my choices and decisions, as I can learn from those that have gone before me. Preview how I will be treated as a future customer. In fact, I […]

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Game On! How to Make Gamification Work for Your Community

As a marketer, you’ve likely heard the term “gamification” thrown around a lot and perhaps wondered what it really means within a community. In order to be successful, businesses need to engage their community members in a way that matches their business objectives, whether that is by increasing engagement with employees and customers, reducing support […]

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3 Reasons Why Your Customers Need a Customer Service Community – Part 2

In part one of this blog series I detailed two of the reasons why your customers need a customer service community: Self-service is becoming the preferred way to resolve product problems Customer communities are no longer “nice to have,” but an expected part of the customer service experience In part two we’ll conclude with the […]

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3 Reasons Why Your Customers Need a Customer Service Community – Part 1

While simple in theory, great customer service is incredibly difficult to master. But when mastered, customer service is a significant differentiator. There are many examples of companies that have used great customer service as a differentiator—San Antonio-based Rackspace is a classic example: a business competing in a highly commoditized space that differentiates through customer service. […]

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5 Benefits of Online Communities For The Contact Center – Part II

In part one of this two-part blog series I identified three of the ways the customer contact center can benefit from online communities. In part two we’ll conclude with two other benefits.   4. They provide early warning signals Because online communities tend to be the first place people go when experiencing a problem, they […]

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5 Benefits of Online Communities for the Contact Center – Part I

For most organizations the customer contact center is the nexus for all contacts between the organization and its customers. Typically the contact center is relied upon when the customer faces a problem he or she cannot solve on his or her own. As we know, customer service agents within the contact center are responsible for […]

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Driving Online Engagement through the Social Funnel—Part II

In part one of this two-part series, I introduced The Social Funnel, a tool we use to help our customers understand how they should participate in social channels with their customers. I also discussed the first and second layers of the Social Funnel where you participate in social channels to create reputation, build awareness and […]

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Driving Online Engagement through the Social Funnel – Part I

How and where do you engage with your customers online? The Social Funnel is a tool we use to help our customers understand how they should participate in social channels with their customers. It is the universe of all the different social channels that are available—both to you and your customers. These channels are used […]

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I Have a Facebook Account…So Why Do I Need an Online Community?

Online communities and social networks are distinct from one another and may be used separately or together depending upon your organization’s goals and objectives. Social networks and online communities—the distinctions Social networks such as Facebook, Twitter and (to some degree) LinkedIn are predominantly relationship-driven. We spend time in these networks to connect with our friends, peers and […]

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How Telligent Community Complements Verint Engagement Management

One of the best things you can do for your customers is save them time and effort. And if you’re looking for a way to help increase loyalty, these are great starting points. That’s where Telligent Community social self-service can help. With the rising popularity of self-service—particularly with younger consumers—peer-to-peer forums and online FAQs can […]

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