We invest a lot of time dreaming up new ways to make social engagement work for business – reducing costs, driving revenue, generating ideas. But what if your work, your mission, is to improve people’s lives? With sincere, awestruck appreciation for the work that they do, today I share with...

Last month, I revealed that football legend Roger Staubach will be kicking off The Big Social as our guest keynote speaker. I am still pinching myself actually, because Roger is a personal hero of mine. So, it’s all the more unbelievable to me that I get to double down on incredible keynote speakers...

How do we enhance customer service and build personal relationships with nurses and healthcare professionals? This was the challenge that HealthStream , an organization focused on improving the quality of healthcare by assessing and developing the people who deliver care, recently faced. HealthStream’s...

Business as we know it is changing, and that is because your customers’ preferences for how they receive support and interact with your brand is evolving. So how are companies adjusting to the evolving needs of their customers? A great solution is a customer-driven support community , which falls...

In May, Telligent hosted a webinar with three guest speakers – Kate Leggett from Forrester Research, Inc . , Lewis Simons from Cox Communications , and Brendan Cosgrove from Kaseya . While the official title of the webinar was Social Customer Service, a more apt title could have been Customer Experience...

API Healthcare is the largest healthcare‐specific vendor of workforce management solutions to the healthcare industry. So why adopt a social support community ? API Healthcare’s CEO promised its clients that the company would provide them with a central platform for networking and discussions....

When it comes to caring for our customers, Telligent has taken its commitment to the next level – creating a world-class standard for products and service. Customer service. Customer support. Education. Partner support. In all facets of our customer care, we are always working to ensure that...

Take a look around you this month – farmers across the country are growing pink pumpkins, NFL players are wearing pink cleats, runners and walkers donning pink ribbons are probably zipping through your community right now. But why? It’s Breast Cancer Awareness Month. Susan G. Komen for...

We are very excited to announce Guidance Software as one of our newest customers. Guidance Software is a world leader in digital forensics, cyber security and e-discovery solutions. The organization is also recognized worldwide as the industry leader in digital investigative solutions. In an effort...

From dialing a 1-800 number to sending an email to a support address, at one time or another we have all turned to these familiar channels to get help or voice our opinion – aka we’ve all used some form of traditional customer service. But what if I told you that times are changing...

Telligent is pleased to announce today that we have been awarded the 2012 Microsoft Digital Marketing Partner of the Year Award. This recognition is a tremendous affirmation of our commitment to delivering exceptional customer experience. It would not have been possible without the help of our partners...

Our recent social customer service webinar spurred some great discussions about how to create a better customer experience through online community. We were fortunate to have two social media and community experts, Jeff Sullivan from Dell and Kim Celestre from Forrester Research, Inc., join forces for...

HealthStream helps healthcare organizations take care of their greatest asset: their people. It was looking for a way to create more personal relationships with customers who are primarily nurses and healthcare professionals. It wanted to give them convenient, accessible support for its training &...

Customer service is more than just fixing a part, answering a question, sharing a new shortcut or upgrading a product. It’s about creating a better customer experience, which is why customer service is the cornerstone of customer experience. So, how do you create an exceptional customer experience...

Tyler Technologies , a leading provider of software and services for local governments, is bringing governance into the modern day with technology that helps more than 10,000 local government entities improve day-to-day operations. Cities, counties, schools and other government entities in all 50...

Social customer service is all about connecting your customers (and prospective customers) with people and information so that they can get help and make better decisions. The foundation, or principle objective, of social customer service is peer-to-peer support – making it possible for customers...

Customer support is a very common use case for online communities, because, if done correctly, there are tremendous benefits that can be gained. Just think, when your customers have an issue, what better way is there to build a better relationship than to resolve it for them? The challenge comes in...

In our latest eBook, Social Customer Service – Customer Communities in 7 Steps , we discuss different business objectives for peer-to-peer communities: ideation, expertise exchange, Q&A, etc. I believe that the best pathway to understanding is through example. So, let’s take a closer...

How many of you believe that social is the new norm? We do, and so do your customers, partners and prospects. That is why we have teamed up with Microsoft to deliver a one of a kind dynamic and social online presence. Your customers and partners expect to interact with your brand online. That is why...

According to NM Incite’s 2012 State of Social Customer Service Report , only 17% of survey respondents said they'd be likely to recommend a brand that provided a slow but effective social care experience. By comparison, 33% would recommend a brand with a quick but ineffective response –...

AvidXchange , an industry leading provider of automated bill payment solutions, works with a host of different industries and organizations, including customers such as Aetna, EastWest Bank, Brandywine Realty Trust and Equity Office Properties. As the first SaaS technology vendor to automate invoice...

Rackspace is the open cloud company, delivering open technologies and powering more than 180,000 customers worldwide. Rackspace provides its renowned Fanatical Support® to customers across a broad portfolio of IT products, including Public and Private Cloud and Hybrid and Dedicated Hosting. Fanatical...

There is a lot of industry talk about customer service these days. Whether business-to-business or business-to-consumer, industries are realizing that the customer experience is the key to success. So, where do you start to please the customer? From the consumer standpoint there are a lot of variables...

Maybe you just launched your community a few months ago. Perhaps you've been up and running for a while. Either way, now is a good time to ask yourself “How is my community doing?” How you answer this question depends on your business objectives for online community. One of the exercises...