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    Community Managers are the Superheroes of Customer-obsessed Businesses

    On Community Manager Appreciation Day last month, we discussed how Community Managers are the superheroes of their organizations. The reasons for this were obvious — their diplomacy, tact, judgment, and responsibility to both their customers and brand are unparalleled. But then last week we attended the CMX Summit in San Francisco, and our respect and...
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    The Customer Support Black Hole

    This cartoon is the fifth and final in our series of Community Management cartoons  we posted all week. Revisit the first, second, third, and fourth here!  Who are we kidding? Treating each support request as a one-off conversation is a waste of time, money, and customer goodwill. Yes, there are some questions that require a...
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    Customers Want Conversation, Not Tickets

    This cartoon is the fourth in our #CMAD inspired community management cartoons. Check back tomorrow for the 5th and final one! When people have questions, feedback, ideas, or problems with your products or services, the last thing they want is to feel like a number at the end of your queue. Engage your customers in...
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    Customer Experience: A How NOT To Guide [Cartoon]

    This cartoon is the third in a series of Community Management cartoons we’ll be posting every day this week. You can view the first and the second here, and be sure to check back in tomorrow for the fourth! Who are we kidding? Today’s customers don’t knit, and they’re certainly not this patient. They no longer have to...
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    When the Voice of the Customer Calls, Answer it!

    This cartoon is the second in a series of Community Management cartoons we’ll be posting every day this week. You can view the first here, and be sure to check back in tomorrow! Today’s C-Suite executives know that they’re supposed to be “customer-centric.” This belief is supported by intuition, customer feedback, and cold hard metrics (big...
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    How to Host the Perfect Customer Experience

    Customer experience is all the rage now…and it should be, with recent studies showing that customer experience leaders outperform the S&P 500 by 28.5%. But what exactly is customer experience, and how can you distinguish your company as one of its leaders? With proper attention to the right details, it’s not as hard as it...
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