• How to Empower Customers for Success!

    How to Empower Customers for Success!

    Totango’s Customer Success Summit is taking place tomorrow, bringing together all kinds of thought leaders, practitioners, and general smarty pants to discuss the new model for Customer Success (you can live stream the event here). The speakers represent a powerful lineup from a broad swatch of companies and industries. It’s a heartening indication that companies…

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    Social Praise is Modern Customer Currency. (Earn It!)

    Social Praise is Modern Customer Currency. (Earn It!)

    There’s a message we hear often from businesses who are considering, but haven’t yet invested in, community — will my customers really participate, answer each other’s questions, share their feedback, and give me their praise? The answer is, of course. Today’s customers understand that social feedback (both positive and negative) is the most valuable currency…

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    Koodo Mobile is Killing it. Here’s Why.

    Koodo Mobile is Killing it. Here’s Why.

    A recent TechVibes article about Koodo Mobile, Canada’s most recommended telecom, sparked my interest. Koodo seems to have figured out the magic formula — they  are providing amazing customer self-service, with 99.6% of customers find answers in their customer community (seriously). This ridiculous self-service rate is allowing Koodo to increase their call deflection by 44% year-over-year….

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    Online Communities for a Better Patient Experience

    Online Communities for a Better Patient Experience

    The growing use of cloud technologies, social media channels and mobile devices is transforming interactions between organizations and their customers.  Even though the healthcare sector has been slower than other industries to embrace these social media technologies, experts predict that 2014 will be a year of significant progress in how healthcare organizations interact with both…

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