Hi everyone, my name is Jack Blaha and I’m honored to share that I’ve joined Khoros as CEO .
I’m thrilled to be here and join this dynamic space. As more and more brands are realizing their growth depends on their reputation in the market, there’s never been a more critical time to get customer engagement right across the entire journey. We are here to help you do just that.
Our work is now truly mission critical for your business. More than 80% of consumers agree or strongly agree that they are more loyal to brands who respond to and resolve their complaints. 1 Brands may think they are doing well, but customers see a lot of room for improvement. For example, 91% of customers have received robotic or unhelpful answers from customer care — but only 37% of brands think this happens. 2 And this disconnect can directly affect your bottom line, as 62% of customers say they are likely to switch to a different brand after a negative experience. 3
There’s more work now than ever before for brands to truly connect with their customers throughout their digital journeys — and even more to gain.
Customer experience is today’s battleground for differentiation. Our sole purpose at Khoros is to help you create customers for life. I look forward to capitalizing on the combined strengths of our legacy Spredfast and Lithium solutions to accelerate our growth as the leading platform for digital customer engagement. My core focus is to support our world-class team so that we can deliver even more value for you. Together, I know we can define a new standard for exceptional customer experience that will help you to better win, serve, and retain customers.
Khoros’ former CEO Pete Hess has been incredibly supportive throughout this transition, and I want to thank him for the leadership that brought Spredfast and Lithium together to create Khoros over the last year. Pete has shared with me many great stories about the amazing brands we serve, and I could not be more excited to continue and build on his great work.
With 2,000+ customers, the community of Khoros customers extends worldwide. I am primarily based out of our Austin, Texas office, but I plan to hit the road soon to meet customers around the world. And, of course, I’ll be at Khoros Engage , so make sure to say hi when you see me.
We can all look forward to the tremendous growth that lies ahead. From our whole team, thank you for being part of the Khoros family.
1,2,3: Data from a 2019 Forrester study commissioned by Khoros
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