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Entries Tagged ‘online communities’

Beyond Surveys: 5 Methods to Learn More About Your Customers

Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It’s quite likely that customer surveys have provided a valuable reference point for any other feedback-gathering initiative your organization has taken. When you are ready […]

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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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To Improve Is to Change—to Be Perfect Is to Change Often: Part 2

In part one of this blog we reflected on how the challenge of delivering public services is occasionally increased by the advent of internal organisational change. This is something being wrestled with by over forty local councils and municipalities in New South Wales, Australia, which are being merged to form nineteen new organizations. Their efforts […]

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Engage 2016: Advance Registration Ends Shortly

We’re less than two weeks away from the annual Verint Global Customer Conference! Advance registration closes Wednesday, June 15—so you have just a few more hours to register at the standard rate. Onsite registration will also be available. Verint Engage 2016 in Chicago is all about helping you and your organization learn, grow your success, […]

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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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