We’re happy to share some of the most interesting recent content we’ve come across about social business, the future of work, and customer experience that we hope you’ll find interesting and valuable.
Benchmarking Social Business Tools
A complete social business strategy requires more than publishing social media guidelines for employees. This ComputerWeekly article argues that leaders need to change their thinking and ... Read more
Business leaders today are becoming more aware of the many ways social knowledge networks can bring value to an organization. Communication is enhanced, knowledge is organized and accessible, products and customer service are improved, and business culture is strengthened through team collaboration. However, what many business leaders are failing to remember is that finding the right technology is only the ... Read more
Think about the last time something really aggravated you, whether it was a slow Internet connection, long store lines, or a rude cashier. Did you vow to go home and call an 800 number, punch through a bunch of option keys, and wait to talk to a customer service rep? Or did you take out your smart phone and hammer ... Read more
We’re excited to share a new infographic on the importance of social media for customer support. As more consumers are looking online to resolve customer service issues, companies are increasing their investment in social media. Adopting a social customer care policy isn’t optional anymore – it’s critical to staying competitive and relevant.
Click on the image below to open a larger version ... Read more
Last week, we held our company’s first user conference. It was a terrific gathering of social knowledge network experts sharing experiences. Frankly, we learned as much as any of the attendees. One topic that I found profound was around the constraints (and lack of constraints) organizations place on collaboration. That is, to what extent does a company allow and even ... Read more
In a poll of enterprise contact centers by Deloitte, 82 percent view the customer experience as a competitive differentiator. And by 2020, customer experience will overtake price and product as the key brand differentiator according to the Customers 2020 Report.
So what does this mean for your business? If you’re not already keying in on the customer experience, it’s time to ... Read more
There are a variety of ways to go about fostering a culture of content within an organization, and there is no set path to follow. However, there are some relatively universal factors to consider.
The organization must take steps to integrate content generation, consumption and publication goals and processes across the entire enterprise. This means breaking down silos that separate business ... Read more
I enjoy trying new technology before it’s widely adopted or in some cases even released. I have been this way as long as I can remember. When I was younger, I had the Newton MessagePad and various versions of the Palm Pilot. I stood in line for the first iPhone.
I’ll be the first to admit that a lot of times, ... Read more
Our first-ever user conference just wrapped up in Austin this week. Thank you to all the customers that made it a success! We were thrilled to meet clients from across the U.S., Canada, and Mexico in person.
The event kicked off on Wednesday with happy hour at the Stephen F. Austin Terrace Bar. Thursday included a full day of presentations and ... Read more
Bloomfire today announced the release of its newly redesigned mobile apps enabling users to share knowledge, learn and collaborate on the go. According to Yahoo mobile analytics service Flurry, users spend nearly 90 percent of their time inside mobile apps versus using a mobile web browser.
“We are seeing a dramatic shift in how employees use their mobile devices to stay connected ... Read more