Happy employees are up to 31% more productive, raise sales by 37%, and improve the accuracy of tasks by 19%. Keeping employees happy is usually associated with recreational activities, foosball tables in the office, and frequent breaks. However, the most important factor often gets overlooked. Managers fail to gauge the…
Gone are the days when brand-building was just one-way communication. The key nowadays is co-creation and enabling customers to build your brand with you. And the smartest way to go about it is establishing a branded community. With online communities on the scene, brands are able to onboard customers, house…
Unlike the traditional add-on process of knowledge engineering, KCS becomes the way people solve problems and creates knowledge as a by-product of problem-solving. – KCS Academy Knowledge-centered service (KCS) has been around for a long time. If implemented properly, it reduces customer time-to-value and improves agent workflows by facilitating intelligent…
While agile knowledge management is relatively a new concept, this is how KM processes should have been in the first place. What does it mean? Is it the right way to manage knowledge in your organization? What’s wrong with the system already in place? We will answer all these questions…
In one of our previous blog posts, we walked you through the factors to consider before investing in an enterprise search engine. In case you missed it, you can find it right here. But the success of this investment depends on a completely different set of variables. One of them…
Petrifying customer service stories are everywhere; and with an instant outlet on social media, these have only become more horrifying. Found a dead lizard in your food? Tweet a photo. The airline lost your baggage? Air your grievance on social media. There is no dearth of the abovementioned instances. No…
Brands with superior customer experience bring in 5.7 times more revenue than their competitors. A number of facts and surveys prove that a stellar CX is non-negotiable for brands to survive. 73% of customers say a good experience is key in influencing their purchase decisions. We cannot emphasize enough the…
World’s leading B2C brands have inculcated the personalization seeds so deep in customers that it has changed the very fabric of the digital world. No wonder customers expect the same from B2B companies. And when made personalization at scale possible, companies have lit up their business like the fourth of…
An every-cloud-has-a-silver-lining kind of professional will describe this year in two words- digital transformation. Although the abrupt shift–moving businesses online, enabling employees to work from home, conducting conferences virtually, etc.–posed challenges initially, it’s safe to say that companies weathered the pandemic as gracefully as they could. The situation(s) led to…
This year brought in-person meetings and social gatherings like summits and conferences to a total standstill. As a result, virtual engagement got its moment in the sun. It paved the way for a strong surge in virtual engagement, which also found its way to online communities. FeverBee reported that community…
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