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Free

Demand Metric, in partnership with Vanilla Forums, set out to learn what the customer support landscape looks like and how effective crowd based, self-service support channels are working.

Free

Using data-driven results from a benchmark study, DNN and Demand Metric share top reasons to consider a branded online community.

Free

A guide to help you assess your current benchmark on customer satisfaction in order to retain customers.

A template to quickly document the role and responsibilities for this position.

A template that documents the service level agreement (SLA) between the company and customer.

Phi Schmidt's picture
Expert
Phi Schmidt
Expert

The objective of the chatbot/intelligent agent research is to provide members with the insights and activation tools/templates needed to reach consumers at scale through chatbot technology that accrues personalized data and massive engagement.  

Specifically the research objectives are:

Awareness and penetration of chatbots Barriers to the adoption of chatbots How brands use chatbots: to provide content, facilitate a purchase and connect with consumers
Jesse Hopps's picture
Rockstar
Jesse Hopps
Rockstar

We have partnered up with Diane Magers, a customer experience management (CEM) expert to build a new methodology and tool-kit for our members. If you have any ideas, insights, or advice for contributing to this new resource, post a comment below.

Lauren Follett's picture
Rockstar
Lauren Follett
Rockstar

Marketing success has universally rested on a single principle: “Know Thy Customer.” But, without a unified and current customer profile, critical marketing campaigns like demand generation, lead management, scoring and nurturing are woefully inadequate. 

To succeed in today’s multifaceted communication environment, modern marketers need to embrace a new paradigm for creating and managing customer profiles: Customer Profile Management. 

Lauren Follett's picture
Rockstar
Lauren Follett
Rockstar

Bottom line: exceptional customer experiences make your reputation a good one. Here are five ways to accomplish this, and build a great business reputation:

Develop CredibilityAlways deliver what you promise at minimum.  The best way to do this is to under-promise and then over-deliver.  You’ll hurt your reputation if you make promises you don’t keep.

Lauren Follett's picture
Rockstar
Lauren Follett
Rockstar

Many companies don’t give enough of their time and money to customer service, which I think is a huge mistake. In my opinion, good customer service is one of the major deciding factors when it comes to a purchase decision, and customer loyalty.

Considering the popularity of social media and the amount of blogs, micro-blogs & forums that are out there, bad news about your company can spread like wildfire. That being said, the same is true about positive reviews.