[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 status7.7KViewsSign in to react to this post1Comment[Podcast] Lurkers vs. Learners: Renaming Community Members Who Listen
Lurker is a word that sounds sly or secretive at best. Consider how our perspective about non participatory online community members changes when we call them listeners, browsers, visitors, consumers, or learners. In this episode, we speak with Louise Branscomb (elbranscomb), Senior Community Manager at Strava, about a positive rebrand for our online audiences who are in a thinking stage instead of a more obviously active one. Join us as we discuss: How we think about people who aren’t ready to participate yet The importance of supporting learners and listeners Creating a comfortable online environment for all types of audiences Unmeasured benefits of community professionals To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform. Apple Podcasts Spotify Amazon Google Podcasts Stitcher TuneIn Check out these resources we mentioned during the podcast: How I Learned to Stop Worrying and Love the Lurker -Rachel Silvano Feverbee In before the Lock Episode 48 sOfCustomerEngagement_HeadlineQuoteGraphic_EP#16_LouiseBranscomb_V1_Quote3.pngViewsSign in to react to this postComment[Podcast] Keeping It Simple: Building a Memorable Community Experience
We’re honored to be joined by Legendary Khoros Titan, and one of our most respected Atlas contributors, Stan Gromer (StanGromer), Director of Community at Upwork. With over 20 years of experience, including running gamer forums before he even got to high-school, Stan knows patience is key when nurturing a community. Pull up your notepad and walk away with a few lessons! Here's a sneak peek of the discussion: Combining community and marketing data for a more accurate CX journey Keeping things simple to foster functionality and growth. Engaging community members as key stakeholders in major changes to the community. The importance of accessible, successful onboarding. To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one. Apple Podcasts Spotify Amazon Google PodcastsViewsSign in to react to this postComment[Podcast] Community as an Art: A Canvas for Human Connection
Community is a word we’re all familiar with, and it’s a product of human instinct. Today, companies bank into that natural draw to create thriving, engaging networks where their customers can connect and solve problems together. In this episode, we speak with Alexis Brown (alexislbrown), Senior Manager of Global Community at Zoom, about what makes measuring community success more than just a science. Join us as we discuss: Building the Zoom community in under five months and key takeaways for navigating a community’s hyper-growth phase Giving your community a proper team to share the workload Blending a variety of metrics to define success accurately The importance of partnerships inside, and outside your brand To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform. Apple Podcasts Spotify Amazon Google Podcasts Stitcher TuneInViewsSign in to react to this postComment[Podcast] Stop Worrying About the Channel, Start Thinking About the Customer
We are very excited to be joined by our own living legend, Allison Fasching (a11ey), Khoros Customer Solutions Director. Allison has a really unique perspective on customer engagement. She was in charge of constructing and maintaining one of the largest telcos on the planet. And for the past few years has been advising Khoros customers on how they can think about their customer engagement. We thought it would be really interesting to get her perspective on the most important lessons that she has learned. This episode is hosted by Khoros Business Value Director, Jon Wishart. And trust me, You don’t want to miss a second of this one. Sit back and enjoy. Here’s a sneak peek into the discussion The components of a successful strategy: Customer Journey, Technology, KPIs, ROI, and Change Management Benefits of having a company-wide change management plan Being aware of the channels your customers are using Empowering Agents with community answers when responding to customer questions To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one. Apple Podcasts Spotify Amazon Google PodcastsViewsSign in to react to this postComments[Podcast] A People-First Approach to Building an Online Community
In this episode, Adriana Afonso (adriana4u), Online Community Officer at Unit4, talks to us about how she orchestrated a recent online community redesign by listening to user feedback. You might think you’re doing a great job creating an online community, but if your users don’t think so, too, then you have a lot of improving to do. That’s why it’s crucial to listen to your users and put their journey in first place in your organization. Check out this resource we mentioned: Unit4’s podcast is Inspiration4U To hear more discussions like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform. Apple Podcasts Spotify Amazon Google Podcasts Stitcher TuneIn Looking for the secrets to creating sensational customer experiences? Check out the CX Confessions: The Customer Experience Show. Interested in becoming a Titan of Customer Engagement? Learn about what it takes to ascend to Titan statusViewsSign in to react to this postComment[Podcast] NetApp Community Channels: Measuring Growth & Implementing New Features
For our 5th episode of Titans of Customer Engagement, Drew Claybrook (Drew_C), Digital Support Community Manager of NetApp, joins the show to discuss his experience with NetApp and how they’re expanding community channels to provide even better customer support. Don't forget to share with your peers, leave us a rating or review, and continue the conversation in the comments section! Hit that subscribe button wherever you listen to your favorite podcasts! Apple Podcasts Spotify Amazon Google Podcasts Stitcher TuneIn Looking for the secrets to creating sensational customer experiences? Check out the CX Confessions: The Customer Experience Show. Interested in becoming a Titan of Customer Engagement? Learn about what it takes to ascend to Titan statusViewsSign in to react to this postComment[Podcast] The Four ROI Value Levers: Savings, Sales, Satisfaction, SEO
Welcome back to Titans of Customer Engagement, A Customer Experience Podcast by Khoros. It’s not often that you get to dive into the minds of some major community nerds, but today you are in luck. “Crawling out of primal community mud” comes Khoros’s Business Value Consultant and community enthusiast, Jake Roadhouse (JakeR). Hear first hand experience of building a sense of solidarity and fellowship from two of the brightest here at Khoros with your host Jon Wishart (JonathanW) in navigating the conversation. Here’s a sneak peek into the episode What are most organizations still missing out on High level approaches to measurement of ROI A deep dive into brand participation in community Zooming out to retention and revenue measurement Be sure to check out Jake Roadhouse's Atlas Blogs: The Health and Wealth of your Online Community - Part 1 The Health and Wealth of your Online Community - Part 2 Atlas Series: Secure Executive Support for your Community To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one. Apple Podcasts Spotify Amazon Google PodcastsViewsSign in to react to this postComment[Podcast] Empowering Your Audience by Breaking Down Barriers
In the digital age, brand marketing and customer support are proving to be a strong partnership in sharing and understanding what customers want. If there is something to be learned from today's guest, it’s that all organizations can benefit from simply talking to their customers. In this episode, we speak with Mary Taylor, (mtaylor26440) Community Manager at Intel, about enabling and rewarding open dialogue for deeper customer engagement and return on investment. Here's a sneak peek: Using Community as a Marketing and Customer Service platform ROI Analysis that Intel has done - Conservative annual estimate saving $38m Rewarding your superusers with what resonates with them, sometimes swag, sometimes just recognition. To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform. Apple Podcasts Spotify Amazon Google PodcastsViewsSign in to react to this postComments[Podcast] Season One Recap: Customers at the Heart of Brand Strategy
That's a wrap on season one of the Titans of Customer Engagement podcast! We’re hard at work bringing you more strategic conversations with your peers and leaders about creating the world’s greatest customer experiences in season two. We thought it would be a good idea to take a look back at what we have learned from you all so far and what is coming up. Our hosts PhilippeM and AnnaL got together to review some of their favorite episodes from the podcast's first season; plus, we’re welcoming new hosts! Join us as we discuss our favorite takeaways from season one guests, including: Brands using their voice in responsible, meaningful ways Simple changes to help brands recognize their hidden audiences Leveraging data and tech to accomplish engagement goals Plus welcoming new hosts JonathanW and JakeR Subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one. Apple Podcasts Spotify Amazon Google PodcastsViewsSign in to react to this postComments
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