This is a note from Khoros CEO, Jack Blaha, to celebrate Community Manager Appreciation Day on Monday, January 27. This professional holiday takes place the fourth Monday in January as a way to recognize and thank the efforts of Community Managers around the world using social media and other tools to improve customer experiences.
Today is a special day here at Khoros where we take the opportunity to celebrate key team members around the world on Community Manager Appreciation Day. Over the years, communities have made a growing impact on the way businesses interact with their customers and their employees. Behind the scenes of these powerful communities are people who make them work, and drive these interactions: the Community Managers. I’m honored to take a minute to personally celebrate the unique contributions these team members make to help make communities a unique way for companies to engage.
Here at Khoros, we view Community Management as an important part of our objective to help companies create to create customers for life. Every day over 50 Khoros staff help our customers build and grow their communities as part of our Professional and Strategic Services teams. Each online community is unique, but behind every effort is a dedicated team of professionals committed to serving and empowering customers and employees.
Thanks to the dedicated Community Managers around the world, communities are places for users to find and share common interests, contribute ideas for business innovation, and be a part of building the brands they love.
Appreciating and advancing community management is about more than one day a year. Our Atlas Community is a place for Community Managers, by Community managers, where they can connect, learn, and share ways to build better communities in the future.
For more community content, check out:
Brian Oblinger and Ashley Smith’s blog post to learn what online and social community managers have in common
The Customer Connection area to expand your network and learn from peers
The Community Ideas area to share your ideas with Khoros about how we can improve
And if you haven’t already, join the Atlas Community today!
Special thanks to our Atlas team: @DanCr, @LisaIn, @JamilaR, @AndyK, and everyone else who makes it run.
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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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