Episode 161 – Community is Key to Digital Care Strategy

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A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure.

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The Socially Supportive Podcast is Part of the C-Suite Radio Network.

Announcements:

“Every successful individual knows that his or her achievement depends on a community of persons working together.”  – Paul Ryan

Book of the Day: Crowdsourcing: Why the Power of the Crowd Is Driving the Future of Business – Jeff Howe

Why Community Should be Part of Your Digital Strategy

Today’s Guest

Jon Allen has over 25 years of international experience working with technologies that bring people and companies together to collaborate, solve problems and improve business results.  At Telligent- A Verint Company, Jon helps customers and partners leverage online communities to enhance customer service, build brand loyalty through deeper engagement, drive innovation, boost employee productivity and increase profitability.

Why Community Should be Part of Your Digital Strategy

  • Today’s Market
    • More than just about great products
    • Companies need a real differentiator
    • People want connections
      • People connecting to people
      • People connecting to technology
      • To learn and improve their businesses
  • Telligent Helps People
    • Improve customer service experiences
    • Reduce costs
    • Gain insights about how people are using (or not using) their products and services
    • Stand out in a crowded market
  • One Use Case: Community for Technical Topics
    • People love to showcase their skills
    • People love to help other people
    • Users can gain a positive career reputation by knowledge sharing
  • Shared Learning is Key
    • Experiences
    • What Worked
    • What didn’t work
    • Community Helps People
      • build a reputation
      • stand out in a crowd
  • Telligent’s History
    • Since 2004
    • Acquired by Verint in 2015 to make their portfolio more socially engaging
    • Bring
      • Technology
      • Know-how
      • Value
    • Product tenure is important to consider for large companies
      • Tech changes quickly
      • Companies come and go
      • Challenging for large companies to invest without long history of product quality
  • Feature: Information is Easy to Find
    • Sarah Grace recommends information be easy to find (see Episode 46 – Top 3 Community Forum Best Practices with Sarah Grace McCandless)
    • Telligent Community does that in two ways
      • Search is easy to get to and use
      • Engine makes recommendations that might be relevant to the user, including:
        • Content recommendations
        • People recommendations
      • Lets users know when authors or people are online
      • Can chat or message those people
    • Connect People to People
    • Connect People to Content
  • Return on Investment
    • Financial due to reduced interaction costs
      • Fewer overall interactions because people can self-serve by searching
      • Community members solve with other community members
      • Fewer transactions per resolution
      • Questions answered by non-employees create
    • Reputational = Return on Relationship
      • Supporting each other
        • Builds brand reputation
        • Keeps members coming back
      • Products and services are just so close. The differentiators are
        • Trust
        • Consistency

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    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

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Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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