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business professional analyzing knowledge management trends
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Apr 15, 2014

What Marketers Should Know About Knowledge Management: Part 3

It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner. With realities like that, brands can’t afford to drop the ball even one customer experience. One of the clear expectations today is a unified experience across channels. With so many engagement options, it can be daunting to think about ensuring that customers will feel they are having a single conversation with your company.
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woman working on a laptop exposed brick
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Apr 5, 2014

What Marketers Should Know About Knowledge Management: Part 2

Over 70% of customers prefer to self-serve to find answers on your site. Chances are, if you don’t give them that option, they will find another brand who will. However, it would be a mistake to believe that just because they start with self-service, they will end there. The key to providing a loyalty building digital customer experience is providing the right answer via the right channel at the exact moment that the customer wants it.
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man and woman browsing tablet engaging with self-service chatbot
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Jul 5, 2013

Creating Self-Service Content Users Really Want

Brands that can deliver a great consumer experience are able to do so because they develop content around the user’s needs, not on what happens to be available. Organizations have a tendency to build out content for web self-service based on what they already have available on their website or information they have from incoming contacts to the call center. Don’t guess at what content needs to be available. Build relevant content that users are asking for.
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