This document discusses various initiatives taken by an organization to improve customer experience and access to information. It summarizes different channels used like technical whitepapers, blogs, forums, videos and wikis to engage customers. Key metrics like top call drivers are analyzed to identify pain points and improve solutions. Search engine optimization techniques are implemented to make information more accessible to customers.
According to the TSIA member technology survey, self-service resources or content can eliminate a customer's need for live assistance by 36%, resulting in huge cost savings for support organizations. But how do you get your customers to use it? Check out this white paper on tips for driving customers to self-service and web support.
The next generation in customer engagement - Coginov Semantics search -Emmanuel Perdikis
interactive semantics search to understand your customers question and grow your understanding of what your customer is asking for and what you may be failing to deliver on your communications, offerings or website.
Content Strategy for the Customer Journey: Personalization Done Right Confab ...Kevin Nichols
Content Strategy for the Customer Journey: Personalization Done Right
"Personalized Content." "Right Content, Right User, Right Time." "Contextual and Intelligent Content."
These concepts are only realized fully through a customer journey—and the formulation of a content journey around that experience. But how do you actually structure a customer's content experience in a way that captures all necessary channels and interactions? Attend this session to hear how SapientNitro has answered these questions to achieve successful personalization:
What are the various touch points in a typical customer journey for web, mobile, in-store, and post-purchase channels?
What is a fully personalized experience, and why is it only effective if it includes what happens in one-on-one (offline) human interaction?
What approaches are necessary for each: smartphone, tablet, in-store, website?
How can you best position content across multiple channels to meet the requirements and needs of the entire customer journey?
How do you future-proof, and which metrics are best to do so?
11 Lead Generation Offers and their Best PracticesLeadSquared
The E-Book talks about the various offers that can be employed to generate leads. The E-Book will give you:
- Lead Generation Formula
- 11 Lead Generation Offers & their Best Practices
- Relative Cost for Creating each Marketing Offer
- Marketing Channels that can be used to Market each Offer
According to the TSIA member technology survey, self-service resources or content can eliminate a customer's need for live assistance by 36%, resulting in huge cost savings for support organizations. But how do you get your customers to use it? Check out this white paper on tips for driving customers to self-service and web support.
The next generation in customer engagement - Coginov Semantics search -Emmanuel Perdikis
interactive semantics search to understand your customers question and grow your understanding of what your customer is asking for and what you may be failing to deliver on your communications, offerings or website.
Content Strategy for the Customer Journey: Personalization Done Right Confab ...Kevin Nichols
Content Strategy for the Customer Journey: Personalization Done Right
"Personalized Content." "Right Content, Right User, Right Time." "Contextual and Intelligent Content."
These concepts are only realized fully through a customer journey—and the formulation of a content journey around that experience. But how do you actually structure a customer's content experience in a way that captures all necessary channels and interactions? Attend this session to hear how SapientNitro has answered these questions to achieve successful personalization:
What are the various touch points in a typical customer journey for web, mobile, in-store, and post-purchase channels?
What is a fully personalized experience, and why is it only effective if it includes what happens in one-on-one (offline) human interaction?
What approaches are necessary for each: smartphone, tablet, in-store, website?
How can you best position content across multiple channels to meet the requirements and needs of the entire customer journey?
How do you future-proof, and which metrics are best to do so?
11 Lead Generation Offers and their Best PracticesLeadSquared
The E-Book talks about the various offers that can be employed to generate leads. The E-Book will give you:
- Lead Generation Formula
- 11 Lead Generation Offers & their Best Practices
- Relative Cost for Creating each Marketing Offer
- Marketing Channels that can be used to Market each Offer
Get Satisfaction is built from the ground up as a customerfacing
platform, designed to build authentic relationships
between customers and companies. More than 35 million
consumers each month use Get Satisfaction’s network
to connect with each other to ask questions, share ideas,
report problems, and truly engage with the brands and
companies they care about.
Digital customer growth: Engaging customers in digital channelsTom Nickels
Digital customer growth - a framework
A business model based on customer experience
How to build a strong customer experience
Using digital transformation to build a customer centric organisation
Creating a roadmap for digital customer growth
Selling the Value of a Customer Experience StrategyAvtex
There’s no question that great customer experience delights customers, creates loyalty, and attracts prospects. Management has put you in charge of creating a customer experience that differentiates your organization! Where do you start?
Although customer-centric strategies might be thought of as “common sense” they can actually be quite complex. In this session we’ll discuss the importance of establishing a CX strategy and explore the core elements your strategy should include.
How can you measure brand growth?
The definition of 'brand' isn’t something tangible, it lives inside the heads of its supporters. It’s why they choose your company over another, why they recommend you to their friends, why they recognize you amongst everything else that’s out there, it’s why they keep coming back to you. And all of these experiences are difficult to measure. Brand Growth Playbook outlines the ten key steps that will help you grow your brand, told by the brand marketers living it with Bynder.
user research for a B2B mobile based service. Contextual enquiry and user research was carried out to identify gaps and opportunities in the existing version of Nokia Tej - a B2B enterprise service
Wendy Lea at MX: The Customer Experience ObsessionGet Satisfaction
Wendy Lea, Get Satisfaction Executive Chairman, presented this presentation at Adaptive Path's MX:
Customer Experience is now accepted as a key driver for business growth, regardless of industry. Digital strategy has unleashed new creative ways to engage customers throughout every step of their journey; it's now time to consider the strategic role community plays in harnessing the value all of the digital interactions to inform long term customer relationship and loyalty goals. Wendy will discuss the value companies can bring to their customers by building interdependence between customers experience, customer relationship and community.
Service in the Industry is not a Product Feature but a Business ModelOuke Arts
Produced by Ouke Arts, Strategy Consultant
working for Strategy Boutique Thaesis and supported by trendwatching.com.
http://www.linkedin.com/in/oukearts
http://www.thaesis.nl
http://www.trendwatching.com
Personalisation and Interactivity to Drive Customer RetentionPrecisely
Companies know that customer loyalty is fragile, with 71% of customers saying that a bad experience will cause them to stop doing business with a company. As a result, personalisation has become a crucial differentiator and a key to customer retention.
Do you have the tools to meet your customers and prospects’ demand for richer interactions, better personalisation, and easier access to information?
View this on-demand webinar for a discussion with digital transformation specialists from PAPAKOSMAS Datatechnika Ltd and Precisely to:
- Discover through an exclusive customer testimonial from Panos Kouvalis, Direct Business Manager at INTERAMERICAN ΑΕ - @nytime, how digital technologies can grow loyalty and reduce customer churn
- Learn how to use a variety of digital channels to help differentiate your organisation in competitive markets
- Find out how customer retention will accelerate payment time and boost cashflow
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
Get Satisfaction is built from the ground up as a customerfacing
platform, designed to build authentic relationships
between customers and companies. More than 35 million
consumers each month use Get Satisfaction’s network
to connect with each other to ask questions, share ideas,
report problems, and truly engage with the brands and
companies they care about.
Digital customer growth: Engaging customers in digital channelsTom Nickels
Digital customer growth - a framework
A business model based on customer experience
How to build a strong customer experience
Using digital transformation to build a customer centric organisation
Creating a roadmap for digital customer growth
Selling the Value of a Customer Experience StrategyAvtex
There’s no question that great customer experience delights customers, creates loyalty, and attracts prospects. Management has put you in charge of creating a customer experience that differentiates your organization! Where do you start?
Although customer-centric strategies might be thought of as “common sense” they can actually be quite complex. In this session we’ll discuss the importance of establishing a CX strategy and explore the core elements your strategy should include.
How can you measure brand growth?
The definition of 'brand' isn’t something tangible, it lives inside the heads of its supporters. It’s why they choose your company over another, why they recommend you to their friends, why they recognize you amongst everything else that’s out there, it’s why they keep coming back to you. And all of these experiences are difficult to measure. Brand Growth Playbook outlines the ten key steps that will help you grow your brand, told by the brand marketers living it with Bynder.
user research for a B2B mobile based service. Contextual enquiry and user research was carried out to identify gaps and opportunities in the existing version of Nokia Tej - a B2B enterprise service
Wendy Lea at MX: The Customer Experience ObsessionGet Satisfaction
Wendy Lea, Get Satisfaction Executive Chairman, presented this presentation at Adaptive Path's MX:
Customer Experience is now accepted as a key driver for business growth, regardless of industry. Digital strategy has unleashed new creative ways to engage customers throughout every step of their journey; it's now time to consider the strategic role community plays in harnessing the value all of the digital interactions to inform long term customer relationship and loyalty goals. Wendy will discuss the value companies can bring to their customers by building interdependence between customers experience, customer relationship and community.
Service in the Industry is not a Product Feature but a Business ModelOuke Arts
Produced by Ouke Arts, Strategy Consultant
working for Strategy Boutique Thaesis and supported by trendwatching.com.
http://www.linkedin.com/in/oukearts
http://www.thaesis.nl
http://www.trendwatching.com
Personalisation and Interactivity to Drive Customer RetentionPrecisely
Companies know that customer loyalty is fragile, with 71% of customers saying that a bad experience will cause them to stop doing business with a company. As a result, personalisation has become a crucial differentiator and a key to customer retention.
Do you have the tools to meet your customers and prospects’ demand for richer interactions, better personalisation, and easier access to information?
View this on-demand webinar for a discussion with digital transformation specialists from PAPAKOSMAS Datatechnika Ltd and Precisely to:
- Discover through an exclusive customer testimonial from Panos Kouvalis, Direct Business Manager at INTERAMERICAN ΑΕ - @nytime, how digital technologies can grow loyalty and reduce customer churn
- Learn how to use a variety of digital channels to help differentiate your organisation in competitive markets
- Find out how customer retention will accelerate payment time and boost cashflow
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
Sidhi Trainings offer a unique opportunity for individuals seeking to accelerate their careers by learning trending and advanced software. Our courses are designed to provide comprehensive instruction in the latest technologies, covering everything from fundamentals to advanced concepts.
Getting Started with Enterprise Social NetworkingDavid Stephens
This presentation is to introduce social software and social networking. It includes a demo of Lotus Connections and some information on how to get started quickly with a Lotus Connections deployment.
Content Marketing for Sales Ready LeadsJohn Assalian
In this slide presentation, Viewstream CEO John Assalian shares successful content marketing strategies. He offers insider tips to help your tech marketing department achieve better sales-ready leads, execute more effective lead-nurturing strategies, and sustain competitive advantage. You will learn best practice content marketing techniques for high-tech marketing, specifically targeted to larger deal sizes ($15K to $2M).
Life Science Marketing Beyond Web, SEO & Newsletters. Johannes Amon, June 2017Johannes Amon
Life Science Marketing Beyond Web, SEO & Newsletters: How to efficiently share your valuable online content, interact with influencers, and generate new leads. Webinar for the Life Science Marketing Society, June 2017. Copyright Dr. Johannes Amon. All rights reserved.
Tom Diederich portfolio presentation (updated Nov. 18, 2016)Tom Diederich
I created this presentation to highlight some of the milestones in my career as an online community builder over the past 15 years. I hope it can also help other community managers and executives tasked with building and/or growing an online community.
This talk includes
* Tips for building and growing a new community from scratch
* Tips for resurrecting a floundering community
* How to connect Support to your community via Slack and other social tools
* The perks of a social listening program
* How to turn social rants into customer service tickets
* The importance of gamification
* And much more!
My name is Tom Diederich and this presentation is a timeline of sorts highlighting my experiences in the field of online community management, which started in 2005 when I joined an internal team at Intuit that created one of the world’s first online customer communities – a forums-based question-and-answer space for TurboTax customers.
The following year, I took everything I learned in that project and joined Symantec -- then the third-largest software company in the world -- where I assembled a nimble team of three and together we designed, launched and managed the organization’s first social media presence and online community in 2006. Yes, I am proud to say that I was Symantec's first community manager and first social media strategist.
I’ve been building and managing large corporate communities ever since. I hope this deck helps you in your work with online communities. Please feel free to contact if you'd like to ask any questions, etc.
Marketing Your Technical Communication Services Internally and ExternallySaul Carliner
Whether working internally or externally, technical communicators work as service providers. By actively promoting—marketing—our work, we promote strong relationships with our internal and external clients, satisfaction with our work, and build interest in the full range of services that we provide. This session provides an introduction to marketing technical communication processes in services, including reasons for marketing, the effective use of online and social media to make people aware of our services, and the use of well-timed messages to build and maintain relationships with internal and external stakeholders.
FikrFree allows you to plan your vacation without hassles. FikrFree provides you with top of the line products for babies and moms, to buy or rent. Planning for your next vacation in Goa, think FikrFree.
Designing sustainable content using correlation coefficientMainak Roy
Search crawlers are getting advanced and the indexing is moving towards key phrases than keywords. How do you design the best headings for the contact by applying correlation coefficient?
2. Executive summary
Information is available in abundance today for customers to utilize. However, all information is not available in a format that is accessible easily and appealing to the customer’s requirement. This requirement made us to think of different ways in which the information can be provided to customers such as Videos, White papers, blogs and so on.
Customer complaints have so far been addressed using the normal technical support. We have tried to address this issue by opening other avenues too. Through these new avenues, we have been able to interact with customers and keep an ongoing engagement that helps customers to get answers to their questions from the appropriate SMEs.
Moreover, we researched and tapped other technical repositories where information was available, but not accessible to customers. Such information, knowledge based articles, was scrubbed for better accuracy and made accessible to customers.
Not all the information that is available is used by customers. Research based on the most and least used information has helped us in identifying how useful the information we provide is to the customers. We have been able to improve our documents based on these findings.
Implementing analytics using Google Analytics for the information placed on different sites has helped us to gather information regarding our customers that in turn has helped us to address specific customer related issues.
We have implemented search ability using SEO techniques that have made information more searchable and accessible to the customers. We have enriched the information resources available for the customers by bringing in internal and external wikis.
In this paper, we are going to discuss more about the overall initiatives and the relevant positive impacts that we have generated via customer documentation projects. It is not only producing product documents in multiple formats, rather an end to end effort to make sure that our customers are using the documents to solve their real life issues.
Transforming Customer Relationships
Customers interact with companies using a wide variety of channels, such as voice, online, Interactive Voice Response, chat, email, or social networking. As their usage of multiple channels increases, so do their expectations that companies should be able to follow the history of their interactions across these varied channels, as well as support their needs and preferences regardless of the channel.
Dell Rockstar community is taking care of the brand advocacy and brand development for individual products. They are constantly talking to a set of elite customers to build the
3. connection and create a great environment for the customers. At the end, the satisfaction factor is important.
This means that businesses must be able to have the kind of conversation a customer wants in their channel of choice. Addressing customer issues using the following channels.
Technical Whitepapers
We develop Technical Whitepapers based on critical use case scenarios. The technical whitepapers are for the advanced users who want to explore more.
As part of creating white papers, we post them via multiple social media platforms. The audience is different for different platforms and the sentiments are also different. While promoting the Whitepapers, we consider such scenarios.
Created white papers and posted on the Internet since many potential customers search for information on the Web.
We have created white papers to convey to the customer that a certain solution is best for a particular problem, thus influencing the decision-making processes of current and prospective customers.
Corporate/Self-owned Blogs
Proactively, we have followed customers' interactions over different forums and created blogs to provide information relevant to those topics.
Company employees, teams, or spokespersons share their views and these blogs were used to announce new products and services (or the end of old products), to explain and clarify policies, or to react on public criticism on certain issues. Corporate blogs, all posts go through a review before they are posted. Some corporate blogs, but not all, allow comments to be made to the posts.
Business blogs can interact with a target market on a more personal level while building link credibility that can ultimately be tied back to the corporate site. We enable customers and potential customers with our brands. These engagements are much more effective than traditional marketing channels. Such engagement at the top of the funnel has a greater impact further down.
Forums – real time discussions
Our open forums allow the customers to interact with the SMEs with their queries. These are important for us to build a long term relationship with the customers. On the other hand, these trustworthy conversations generate more social signals for your products.
4. Proactive online processes also encourage customers to use online resources, rather than engendering continued reliance on slower, more costly reactive processes. Customers who feel confident that they can find what they need on the web right away are less likely to call support next time they encounter a problem—resulting in faster service for them and lower costs for the company.
Videos
Videos are enhancing customer communication and association, helping tech support and driving new businesses. Engage and interact with your customers by using video in several different forms. Videos are much appreciated by the audience. Using a video you can deliver a concise message in a format that customers and potential customers already embrace.
All the video elements, including the images, voice over and background music can be leveraged as additional support the helps you to strengthen your BRAND.
Another benefit of using videos for content marketing is that they can deliver virtually anywhere, including websites, mobile devices, landing pages, and social networks.
Customers can easily access videos through their preferred communication channel. Videos also provide valuable analytics on customer behavior and interactions. Having detailed information on the number of video plays and duration of viewership for a specific video can help marketers gather information on the interests of their customers. For example, a brand that leverages a marketing automation solution can automatically deliver highly targeted content or offers to customers based on their previous interactions with a specific video topic.
SEO Implementation
In the process to generate information, we have worked on the search ability prospect for individual contents. The content can be a video, a whitepaper, a technical bulletin or regular guides. We are identifying the KeyWords relevant to that particular topic / subject and adding them back at the backend of that platform.
The appropriate key words are redirecting the customers to the source in an easier way. Once you have drawn a significant amount of customers towards a specific site, you have a better opportunity to get that information spread across different platforms.
Implementing the SEO techniques have helped the organization by reducing the support calls, in another way, saving revenues for our customers.
5. Top call Drivers
Identify Top Call Drivers are initiatives, to understand which topics/features are driving more customer calls. Once we identify the major pain points, we can define our next release to cover such field issues. Knowing which call types account for the highest volume of traffic is actually helping us to provide more customer focused solutions.
While scrubbing the actual data, we look at the following factors:
• Average handling time of those specific calls and the trend in volume
• Offered solutions (if any)
• The quality aspects of these calls
• How our contact center members are using in-house resources (documents, videos and whitepapers) to address such complicated problems
By focusing on these important metrics we have acknowledged the areas where customers need help.
Call Driver Analysis serves as a foundation for classifying the business developments and product performances/features that need improvement. Additionally, the insight gained helped us to pinpoint the call drivers that yield the greatest costs to the company. We are able to deliver better content which is creating differences by providing a better customer experience.
Wiki pages
Wikis are 2 types; one is the internal wikis, that are maintained to provide for shared- document collaboration and content management within the different organizational sectors. We have the emerging wikis which are maintained for the benefits of customers, employees, partners and so on to share knowledge, best practices, and information about the company products and solutions. These wikis are maintained by SMEs (Subject Matter Expertise) from the organization and provide a lot of value add from the customer focus perspective.
The internal wikis work well for the corporate world as they cover two challenging areas, the need for internal review process and document management. The internal wikis have the following benefits:
• The wikis serve as a repository of information where employees can share knowledge and learn better. A rich source of information allows employees to be more knowledgeable and they can serve the customers better. They can perform better in their roles, which lead to making the company more cost-effective.
• You can also add and maintain small pieces of documentation that sometimes do not fit well into the main release cycle.
6. • It is easier to update a topic and maintain it in a wiki. This makes it easier to keep all of your business related information up to date and accurate.
• Crowdsourcing - As users come onboard to the company they can read and add to any wiki page they want. As each person contributes the document grows and lives with them, and the information just gets better and better, and guess what, you don’t have to have a dedicated editor to keep that document up to date, your audience is there for you.
External wikis act as a source of technical information, and have the following benefits:
• Wikis make information easy. The wikis are linked to company domains; hence they are more trustworthy for the external visitors.
• Easy to maintain – Editing wikis are really easy as the platforms are flexible and simple. Anybody who has a minimum knowledge of HTML can update wikis for you.
• Improving the look and feel and standardizing the information across different pages has drawn more customers to view and eventually use the wikis.
• Implementing the SEO techniques has served for better search ability for our customers.
Implementation of Google Analytics
It’s not only working on the document, we need to follow up the web contents to understand the impact. Are we distributing the documents through a solid platform which has a better reach? Are we using Social Media platforms to broadcast our documents through multiple web platforms? – To understand such scenarios, we have opted for Google Analytics.
• Know about your customers who are visiting your websites. Helps you to understand how many new customers are visiting your site.
• You can use referral and keyword data to understand the nature of your customers, and how they are reaching to your site.
• Site's search engine rankings help you to understand how you are placed across different social media platforms.
• Keywords data help you to understand what draws customers to the website.
• Implementing data driven dashboards help you to analyze the top pages.
• Analyzing the demographics help to understand the spread of your customer base.
• Analyzing the age group of your regular users helps you to understand your customer base.
• Visually see what areas of your site are the most popular, and help you identify where people are clicking on your site. Follow the “F” design pattern while designing your web page and place the important data accordingly.
• Identify the outbound trusted links and track those links periodically.
• Identify content that is not being utilized by customers.
7. • Identify the type of devices that are being used. This will help you to improve the web page design.
Contribute towards the Knowledgebase Articles – Help Tech Support with the updated material
KCS site contains knowledge base articles created by Tech Support, Services, and IPS for customer issues and product issues.
A few of these articles are outdated, invalid, or incorrect.
Task – Analyze and identify valid, invalid, or duplicate articles.
• Interlocks with Quality to identify content inaccuracy issues. See workflow
• Add valid articles to the Troubleshooting Guide.
• Created Troubleshooting Wiki on Dell TechCenter - Owned by InfoDev.
• Only one valid article is maintained for each use case scenario.
Customer Benefit:
• Latest and technically accurate solution provided through the articles.
• Easy access to information on troubleshooting issues.
• Fewer calls to Tech Support.