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Customer Success Posts

Will Microsoft’s Xbox Customer Support Program Built on Volunteer Power Work?

Written by Elizabeth Bell on June 26, 2018 at 8:29 AM | 4 minute read

Can you have a successful customer support community built solely on volunteering? That’s the hypothesis Microsoft seems to be testing with its recent decisions for Xbox customer support.

Xbox Ambassadors are Xbox users who volunteer to help other users with their gaming issues. A news source recently reported that Microsoft has laid off twelve of its contracted Xbox customer support staff and is replacing them with these volunteers, supposedly in a cost-cutting measure. Two of the staff said they had recently finished training a group of Xbox Ambassadors who will now be their replacements.

Although Microsoft retained a couple support staff, they seem to be leaning the bulk of their Xbox customer support on these volunteers.

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Topics: Volunteer Management, Customer Communities, Online Community Software, Customer Support, Customer Success, Online Community

How Automation Will Save Marketing

Written by Shayna McGroggan | on March 1, 2018 at 8:30 AM | 3 minute read

I may be biased, but I don’t consider most marketers to be inherently “shady.” There’s a difference between educating someone on your products and services and bombarding them with thoughtless advertising. The downfall of advertising might be part of marketing evolution, but let’s not make it the underlying narrative. Let’s refocus on marketing for people, not at them. Why haven’t we embraced marketing automation as a true opportunity to market with a conscience?

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Topics: Marketing, Customer Experience, Customer Success, Email Deliverability, Marketing Automation

Increasing Revenue per Customer: 6 Reasons Why Your Customers Don’t Buy More

Written by Julie Dietz on October 10, 2017 at 8:30 AM | 5 minute read

Eighty percent of your future revenue will come from 20 percent of your existing customers, according to Gartner. For businesses, that’s huge, underscoring just how important it is to focus on customer success and marketing.

If you want to grow your business, you need current customers to keep buying.

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Topics: Customer Communities, B2B Communities, Customer Success, Marketing Automation, Online Community

How to Leverage Your User Group to Differentiate Your Company in the Sales Process

Written by Julie Dietz on May 30, 2017 at 8:30 AM | 3 minute read

Sales are competitive. Even companies with quality products that get great results must fight to win new customers because there are always half a dozen other options that customers are comparing to yours.

Every good sales professional knows that. They know that while potential buyers are talking to your company, they’re also talking to your competitors, weighing cost, functionality, support, and features that will help them achieve their goals.

Your company – and your sales team – need a way to break through the noise.

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Topics: B2B Communities, User Group Communities, Customer Support, Customer Success, Online Community

The Role of Online Communities and Customer Portals in Sales Enablement

Written by Mark Lowry on February 23, 2017 at 8:30 AM | 7 minute read

Sales professionals are some of the smartest, most people-savvy individuals you’ll ever meet. They can read your tone of voice, body language, and dig into your deepest needs to find the best product or service to meet them.

In the past, salespeople did all this either in person or over the phone. It’s certainly easier to read body language when you can see someone. But today, sales professionals don’t always need to meet prospects for lunch or call them to get the ball rolling. Now they can jumpstart the sales process – dare we say turbocharge it – by using online tools.

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Topics: Customer Communities, B2B Communities, Customer Success, Online Community

4 Stats that Link Customer Satisfaction to Your Online Community

Written by Julie Dietz on January 16, 2017 at 8:30 AM | 4 minute read

According to a study from CMX and Leader Networks, improving customer satisfaction is the number one reason why businesses start branded online communities.

That means that businesses are investing big bucks in online community software, community managers, and helpful content to keep their customers happy. But does it work? Do online communities really improve customer satisfaction?

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Topics: Customer Communities, Customer Success, Customer Advocacy, Online Community

Customer Engagement Takes Center Stage at INBOUND 2016

Written by Julie Dietz on November 16, 2016 at 8:30 AM | 6 minute read

"This is going to be very unusual advice from a guy who runs a sales and marketing software company, but take dollars from sales and marketing. Put it in products and services and customer delight." Brian Halligan, CEO and Founder of HubSpot

When Brian Halligan, one of the men widely credited with coining the term "inbound marketing" tells you to take resources away from marketing, you know there's a major shift happening.

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Topics: Customer Engagement, Customer Success, Marketing Automation, Online Community

Is Your Retention Marketing Plan Inbound-y Enough?

Written by Julie Dietz on November 14, 2016 at 8:30 AM | 7 minute read

Which is easier for you to pinpoint, the number of new customers you won last quarter or the number of current customers who left your company?

For most businesses, it's easier to rattle off new customer numbers. That's because the majority of marketing and sales efforts (and executive focus) go toward attracting and winning new customers. Every day, marketers are becoming more and more efficient at winning new business through digital relationship-building approaches like inbound.

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Topics: Communications, Customer Experience, Customer Retention, Customer Success, Marketing Automation, Online Community

7 Things Your Competitors Will Hate About Your Online Community

Written by Christina Green | on September 21, 2016 at 8:30 AM | 4 minute read

Has your competition gotten a little too close for comfort recently?

If you're like most businesses, your competition has increased in the past few years. That could mean that more local organizations are gunning for your audience, or that your competition has gone from your backyard to global. The internet has made it so much easier for small companies, large corporations, and organizations from around the world to zero in on your customers.

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Topics: Online Community Software, Customer Retention, Customer Success, Online Community

7 Ideas You Can Steal from Successful Online Communities

Written by Julie Dietz on September 14, 2016 at 8:30 AM | 8 minute read

When I give talks about building active and engaged online communities, I inevitably end up stating that there are roughly 99 things that you have to get right to create a thriving community online.

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Topics: Online Community Management, Customer Success, Online Community

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