POV: Is there room for brands on Clubhouse?
Clubhouse App POV Is there room for brands on the hottest social media app? It’s a fact: everyone is talking about Clubhouse and chances are you’ve probably been invited by someone you know. In January and February of this year alone, there were 5.9 million mentions of Clubhouse on Twitter (667% growth in comparison to the previous 2 months) as people have been flocking to the app in the name of FOMO (Source: Khoros Intelligence). But what exactly is Clubhouse and how does it work? More importantly, should brands activate on the platform? With the app’s rapid rise to popularity during late 2020, brands are quietly scrambling to learn more about it and trying to figure out how to navigate the emerging platform from a marketing/PR perspective. We hope this POV helps brands better understand the app and gives social media teams the information needed to determine if Clubhouse is right for them. Clubhouse at a Glance Audio-Only: This is the biggest element that differentiates Clubhouse from other social media platforms. As an audio-only based application, you can't share pictures, videos, or even text. All you can do is talk. The app has heavily capitalized on leveraging the use of sound and minimizing visual elements. As our CMO Katherine Calvert stated in an interview with CMSWire, “Clubhouse is the anti-Zoom,” which is quite refreshing for the many who are experiencing screen fatigue this year. Invite-Only: Currently, you need to be invited by someone to create a Clubhouse account. This approach has been a large factor in propelling the app’s popularity forward. It is perceived as exclusive and people around the world have fear of missing out (understandably so). iPhone-Only: The Clubhouse app is currently only available via the Apple App Store (sorry, Android users). However, in a January 2021 press release, the company announced their intent to begin working on an Android app “soon.” They better hurry: the latest data shows that Android devices make up more than 70% of the mobile market share worldwide, compared to less than 30% for iPhones. In the United States, however, iPhones account for 60% of the mobile market share, with Android lagging at 39%. So, How does Clubhouse Work? The Largest Virtual Conference in the World: Clubhouse can be described as a huge virtual conference about every single topic you can imagine. When you enter a room, the audio switches on and you can hear people speaking — it’s like walking into a conference room where a panel or Q&A is happening. The room’s creator can decide who gets to speak. Users can create and join "rooms" where you can chat with others about topics like dog grooming, starting a small business, and even getting a divorce. There is a large focus on high-value conversations: Say goodbye to produced/precomposed content. Clubhouse is fueled by real-time, highly engaging conversations where everyone who speaks brings value to the conversation. This…13KViewsSign in to react to this post4CommentsPlanning Ahead During A Crisis
Authors: RachelC and A11ey Everything changes so quickly, last week feels like a month ago and last month feels like it was last year. While no one has a crystal ball, we all want to know how we can plan for the next month or two. As Marketers, we're having to pivot quickly to make sure we're providing useful and relevant content to our audiences. So what are some best practices you could lean on to ensure content is fresh and engaging so audiences don’t get burnt out from it all? In the midst of a crisis sometimes it is hard to think about anything else, but you have to strike a balance between both crisis-related and ‘business as usual’ content. However, you can not forget to take the current crisis into consideration. Ensuring your content is not apathetic, but still relevant to your brand and the goods or services you are selling. It is also probably time to consider what long term effect this or any other crisis will have not only on your business but the lives of your partners and customers, is there something you provide that can help solve a potential future problem? For example, there have been Fashion brands like Prada, H&M & Gucci making medical masks & gowns due to the shortage, caused by the current crisis. You don't necessarily have to create a new product. You can create new content around an existing product, keeping it fresh, yet relevant to the current environment. However, brands should provide something other than crisis-related content, customers are getting inundated with it from every brand, so having some positive and entertaining content is something they will be looking for very soonViewsSign in to react to this postCommentsAsk the Experts: Khoros CX Insights
Khoros CX experts Brian Timmons and Jacob Borgeson answer your frequently asked questions about the Khoros CX Insights solution. Don’t see your question here? Ask in the chat below or connect with us on Maia (the lower right corner Khoros bot). The below is a transcript from a live CXI FaQ webinar that aired on August 10. Khoros acquired Topbox in January of 2021, bringing an innovative omnichannel CX analytics solution to Khoros’ award-winning digital customer engagement platform to create a powerful new standard for artificial intelligence (AI)-powered customer experience management. [Jacob] What is CX Insights? [Brian] It's the ability to aggregate the Voice of the Customer (VOC) into a unified view: phone calls are transcribed into text and applied to a sentiment algorithm, chats and emails and surveys and third-party review sites like Amazon reviews, Google reviews, web boards like Reddit. Really any way that your customers can talk to you or about you is aggregated together so that you get a 360 degree view of what your customers are feeling and experiencing with your brand. Everybody wants to be able to take action and be confident in those actions, but without having a way to aggregate, normalize, and surface valuable insights from the massive amounts of customer communications you're constantly getting, it's really difficult to rally the troops internally to make those changes. So that's what we do is aggregate, normalize, and present the data in a way that makes it really fast and easy to take action and improve your business. [Jacob] Can you get these insights without buying Khoros CX Insights? [Brian] The traditional way to gather CX insights is to send customers a survey, which is still a valid mechanism. But if you’re solely relying on surveys for customer feedback, you’re only using a very small slice of ALL your customer feedback data to drive improvements, which means you’re probably not making the RIGHT improvements and you’re missing out on greater revenue opportunities by ignoring the majority of your customer base and their feedback. The key is to take that survey data and combine it with what customers are saying on phone, chat, email, and social media... that's how you really create that 360 degree view. In order to get those holistic CX insights, you have to buy the software, which for the value you get and the return on investment, is actually very inexpensive. We expect a minimum of a 5x return on investment, and oftentimes we see 20, 30, 50 times return on investment. [Jacob] Khoros has other solutions, like Khoros Community. How does CXI work with the Khoros Community and what’s the value of applying CXI to Khoros Community data? [Brian] In a community you have one customer asking a question, another customer providing an answer, which is a super cost effective way to support customers. And embedded in those consumer-to-consumer con…ViewsSign in to react to this postComments
POV: Making Space for Twitter Spaces
What is Twitter Spaces? Similar to Clubhouse, Spaces is a place for users to gather for live and audible discussions. Twitter describes Spaces as a "place to come together, built around the voices of the people using Twitter." Its goal is to replicate the feeling of a dinner party where you may not know everyone, but they feel safe and comfortable to engage in discussion anyway. It’s currently in beta now but Twitter is hoping to have it available for anyone to use starting in April. How does it work? Seamlessly creates a natural discussion amongst an existing community. Conversations show up at the top of the Home page similar to where users can see Fleets and can be seen by anyone who follows the speaker’s account which creates a natural connection among those listening in. Unlike Clubhouse, you can follow new accounts on Twitter straight from the Space. Public to anyone who follows you. At the moment, users can control who is able to speak during their live discussion; they can allow everyone to speak, only people they follow, or only people they invite to speak. However, they cannot control who joins the discussion to listen in. There is a cap on speakers (at 10 for now) but there is no cap on how many people can join. Though any user can join, the host of the Space is able to remove, report, and block participants. This allows the Space to be safe from trolls and harassment at the hands of the host. Spaces are shown at the top of a Twitter feed for anyone who is following the leader or speakers in the Space. By hosting a Space and adding speakers, users and brands can increase their reach to the followers outside of their own. Twitter has outlined step-by-step directions on how to start a Space here. Spaces Clubhouse Within Twitter at top of feed Separate app Seamless follow without leaving app Links out of app in order to follow users on main platform Creates live transcripts as the conversation continues (though the transcripts have bugs and are still a work in progress) Not fully accessible Can use emoji reactions when muted No reactions when muted Viewed as a natural audio experience Viewed as a networking mixer Speaker is seen as the handle and the brand itself Speaker is a person with a picture, name and title under the brand Twitter has stated that it will store copies of all conversations on Twitter Spaces, its new live audio feature, for at least 30 days in order to check for platform violations. If a violation is detected, Twitter can then hold copies of a conversation for up to 90 days Clubhouse automatically deletes its recordings when the room ends unless a user reports a violation of the app’s Trust and Safety measures during the chat User Quotes …ViewsSign in to react to this postCommentsCommunity Managers and Mental Health: Managing Crisis Moments
We are Community Managers (CMs) on the Khoros Strategic Services team. To honor Mental Health Awareness Month, we wanted to share some key learnings and helpful tips for navigating being in the weeds of social media, while also taking care of your mental health. In this role, we act as the bridge between a brand and the communities they serve. We’re on the frontline of digital connection - serving as the voice of the community through the lens of the customer. Throughout 2020, building connections virtually with communities and customers became more important than ever. From driving engagement during quarantine to protecting communities and providing safe spaces during the BLM movement and the election season, the role of a CM was vital in helping brands and their communities navigate the “new normal”. In a time when a new crisis seems to pop up every month, or every week for that matter, it can be difficult to take space from social media and the 24-hour news cycle. As part of the role of a community manager, you may find yourself monitoring and hiding extremely sensitive information, imagery, and interactions to protect the community. Through all of this, it’s important to recognize when you need to step away and care of your own mental health. The best way you can support your communities is by supporting yourself in the process. Here are a few tips that we’ve uncovered to find a balance between our role in social media and self-care: 1. Make a plan At the onset of a crisis - planning is the best way to be sure you’re prepared for whatever may come next. Though you may have a crisis response plan in place to address the basics, the below steps can help you iterate in real-time so that your team is ready to hit the ground running. Identify your team. Define a crisis management team within your community management or social media team for this specific moment. These are the people who are going to create and execute the crisis communication plan. Each member needs to be assigned a specific role; from developing a statement, to creating FAQs, to engaging 1:1 with community members. Assess the situation. Depending on the crisis, you may consider pausing all outbound messages across publishing and moderation. Gather all necessary stakeholders to get a full understanding of the situation, and use social listening, such as through Khoros Intelligence, to gather a quick overview of how the public is responding on social media and in relation to your brand. Establish guidelines. Create a moderation plan that details how your brand and your team will engage with the community. Brainstorm every question you can think of and then answer those questions. As your team begins moderation, continue to iterate on this list based on what you’re hearing from the community. This provides an opportunity to take control of the situation, interact with community members proactively, and humanize the brand. 2. Set boundaries a…ViewsSign in to react to this postComment
Community Managers & Mental Health: Nurturing Connection
As community managers (CMs) on the Khoros Strategic Services team, our job is to help brands create meaningful connections and trusted communities for their customers. From engaging with customers who are sharing love for our brand, to providing safe environments for people to connect, we are engrossed in fostering connections and building communities for brands every day. While there are many rewarding aspects to building flourishing communities for brands, it can, at times, leave us feeling stressed and isolated in our new work-from-home worlds. Suffice to say, when we invest so much in creating connections for others, it can be difficult to invest in our own relationships with our personal communities. According to Mental Health America, 9 in 10 employees report that their workplace stress affects their mental health. Other studies have shown that an active social network can play a significant role in reducing feelings of isolation and provide a sense of belonging, in addition to increases in self-esteem and happiness from rewarding interactions. While Mental Health Awareness Month has come to a close, we feel it’s important to keep discussing how we can better care for mental health as CMs. In this blog, we wanted to share one way that we, at Khoros, are promoting self-care and helping each other invest in personal relationships and community building: simple acts of service. Below we’ve provided a few avenues to help bring your communities back to life through simple acts of service. We Are Stronger Together. Re-invest in community. Right now, it’s important to re-invest in the very communities that once grounded us. Businesses and corporate entities are offering more opportunities than ever for their employees to safely service areas of need in their local community or even for friends and family. No act is too small. Some especially at-risk individuals or co-workers with young children may need help gathering groceries. However big or small these actions are, they’re rooted in selflessness and care for one’s community. Opportunities such as these are ever-present and can represent chances to stimulate social networks by teaming up with co-workers, while servicing a common interest, and fostering a stronger community. Connect and Encourage Through Notes. Words have power. It is easy to forget the true weight words carry. A few well-placed words of appreciation can easily bring someone to tears of joy and provide motivation for the coming days. While IMs and emails have become the norm for sending praise at work, in an all-consuming digital world, these may no longer be outlets, sufficient enough to fulfill the needs of each member of a community. Time to go old-school? For some, sending personal cards or even delivering handwritten notes serve as a form of greater emotional release that ultimately aids in cultivating appreciation and boosting one's own self-esteem. Sometimes …ViewsSign in to react to this postComments[Podcast] Being Present on Social Media: It’s Harder than You Think
It’s finally here, and we couldn’t be more excited. The Customer Engagement team is proud to present the first episode of Titans of Customer Engagement: A Customer Experience Podcast, Being Present on Social Media: It's Harder than You Think featuring Kerrie Robert ExperianKerr, Social Media Manager of Customer Service at Experian. The Titans podcast features Khoros customers sharing best practices, insight on the evolution of customer and business demands, and what is or is not working when it comes to successful digital customer engagement strategies. Please share with your peers, leave us a rating or review, and continue the conversation in the comments section! Listen to strategic conversations with your peers and leaders about creating the world’s greatest customer experiences. Now available where you listen to your favorite podcasts Apple Podcasts Spotify Amazon Google Podcasts Stitcher TuneIn Also, don't miss out on CX Confessions: The Customer Experience Show, a thought leadership podcast on CX featuring C-suite executives Interested in becoming a Titan of Customer Engagement? Learn about what it takes to ascend to Titan statusViewsSign in to react to this postComment3 social and digital trends to watch in 2021
Looking for insights to bring to your next team meeting? In case you missed it, we recently released Volume 2 of the Khoros Smart Social Report. Our Strategic Services team dug into Khoros Intelligence, native platform insights, and third-party data to identify three major trends impacting brands in 2021, along with the subtle trends that ladder into them. New tech has driven subtle shifts in the way consumers engage with brands and each other Overhauling content strategy as traditional brand social guidelines evolve Navigating sensitive moments means listening to your audience is essential Across the board, these trends showcase the impact on the consumer mindset, customer behavior, and brand responses in social communities right now. My favorite finding? Sound is BACK. If you’ve been in social long enough to remember the shift to soundless, text-heavy videos – this may be music to your ears [literally]. The mix of TikTok’s popularity, and at home listening habits during the pandemic, has shown that sound is getting smarter and is playing a larger role than ever before in how we consume content. Take a look at the report and let us know your thoughts in the comments below!ViewsSign in to react to this postCommentsForrester's Daunting CX Prediction and How CX leaders Can Overcome It
"CX leaders who can’t prove their value to the business will find themselves on the street. Those who do keep their jobs will do so by ensuring that their metrics and measurements relate to what matters most: KPIs with a dollar sign in front of them.” - Harley Manning, Forrester Research It’s no secret that those who have stepped foot in the newly chartered customer experience (CX) arena are feeling the pressure to show the proof in the CX pudding. And while Manning’s initial forecast did not account for a global pandemic, COVID-19 has only accelerated the race (not only against time and competitors, but most of all, against leadership stakeholders switching focus to other priorities) to create exceptional customer experiences that produce measurable business outcomes. Over the last five years of working for SaaS companies in the CX space (formerly at Topbox, I joined the Khoros team via the acquisition earlier this year), it’s clear CX pros understand why it’s mission-critical to translate CX program outcomes into dollars and cents - they are just grappling with how to do it. Understandably so. As consumer expectations continue to shift towards an "always connected, via any device or channel” relationship with brands, companies are providing customers with more options to communicate than ever before. The added complexity of more point solutions, more disparate data, and more silos makes it increasingly difficult to execute a unified CX strategy. Here’s the light at the end of the tunnel. Many CX leaders have been able to emerge out of the CX labyrinth with tangible benefits to show for it. They’re the professionals who have kept their jobs and increased CX adoption and investment at their company over the last year. In our upcoming webinar on May 26, Why CX Programs Struggle to Demonstrate Results, we will be discussing why customer experience professionals are failing to demonstrate the business impact of their efforts and provide actionable steps for how to overcome internal hurdles to transforming insights into measurable outcomes. We will cover: Three steps to proving the business results of your CX program Why the right data is key to transforming customer insights into business outcomes How to create a unified view of the customer at your organization Register for our webinar HERE If you’re unable to attend, go ahead and still sign up. We will send all registrants a recording following the webinar: Instead of heeding Forrester's message as one of warning, step up to the plate and invest the time to spring to the first proof points. We hope to see you there!ViewsSign in to react to this postCommentVote for Khoros-led panels to be a part of SXSW 2022!
The annual South by Southwest (SXSW) Conference & Festivals features a variety of tracks that focus on the most important breakthroughs in technology, film, culture, and music. Today, the public has the opportunity to vote for the panels they’d like to learn and hear about in the 2022 event programming. With a focus on digital customer engagement topics, including AI, purpose-driven marketing, and even a meet-up for digital leaders. Here are the Khoros-hosted Panels and Meet Up that you can vote for ahead of the March conference: URL to IRL: Khoros Meet Up for Digital Leaders: Join Khoros at this meet-up to connect with peers and experts across social media marketing, online communities, digital customer service, and CX. Network with brands from across the globe, share your stories, digital strategy best practices, and more. AI: More Intelligent Humans, Less Artificial Bots: There are many hypotheses surrounding the future of customer service agents -- “blended agent” models (combining voice and email channels, for example) are being piloted to some extent; AI investments are increasing with the promise to offload repetitive processes for agents to take on more meaningful work. This panel aspires to make an informed projection of the Future of the Customer Service Agent Experience, guided by research and a discussion from the people that will shape it -- BPOs who staff and train agents, contact center executives responsible for business outcomes, and agents themselves. Branded Communities: I Want You to Want Me: Branded communities are spaces for customers to connect, ask questions, and share their experiences. They’ve been around for some time, but 2020 brought to light how valuable they can be when there’s an absence of in-person communities, events, and human connection. As the world shifts to a digital-first way of living, communities have become vital to business strategies offering a self-service option for customer support, digital events, a space to connect with peers and fellow brand enthusiasts, and most importantly, a platform to build deeper relationships with customers. This panel will dive into the benefits — as well as challenges — of branded communities, plus, host a lively discussion around why communities are the new future of business. Fight Distraction with the Power of Purpose: Social media continues to evolve, and as a consequence, marketers believe there will be a focus on brands living up to and communicating their mission, values, and purpose-driven actions online. People are looking past the surface-level product and price, basing decisions more on how brands impact the world through their bigger purpose. COVID-19 has further underscored this importance and impacted brand strategy while highlighting the necessity of social responsibility for many brands. This panel explores the challenges of purpose-driven marketing and examines how the…ViewsSign in to react to this postComments
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