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  • Blog Post: Making Social a Set of Experiences Rather than a Destination

    In an earlier post, Social Business and the Evolution of the Social Platform , I touched briefly on how Telligent’s platform APIs can be used within other systems, such as Sitecore , to deliver social functionality natively within those systems. Today, I want to expand on why this is important...
  • Blog Post: Lanham Napier Brings Fanatical Support® to The Big Social

    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...
  • Blog Post: Providing Exceptional Social Customer Service: HealthStream Shares How

    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...
  • Blog Post: Telligent Named a Visionary in 2012 Magic Quadrant for Social CRM

    The results are in and we’re happy to announce that Telligent is recognized as a Visionary in Gartner, Inc.’s recent Magic Quadrant for Social CRM. (1) Gartner includes vendors in the Visionaries quadrant based upon completeness of vision and ability to execute. Gartner describes Social...
  • Blog Post: Living Legend Roger Staubach set to kick off The Big Social

    Last year’s inaugural The Big Social was a fantastic success. In addition to having a really good time, we shared and learned from each other. I was not only impressed, but extremely proud of the customer success stories around online communities and social networks. With a high bar set, The Big...
  • Blog Post: Is Customer Experience the New Marketing?

    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...
  • Blog Post: Build Your Brand, Build Your Community: The Sitecore Social Starter Kit Powered By Telligent

    Your customers and prospective customers expect social capabilities that help them collaborate and connect with relevant information. Recent industry research shows that 80% of online consumers in the US use some form of social tools. Today, people expect your brand to engage them in social channels...
  • Blog Post: Good References for Great Community Management

    If you are new or ‘newish’ to community management, you are undoubtedly sifting through a trough of information and advice to help you establish your role. Been there, done that – and still doing it! As a community manager, like many professions, you will never “master”...
  • Blog Post: New Social Customer Service eBook: Customer Communities in 7 Steps

    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...
  • Blog Post: Telligent Awarded Microsoft Digital Marketing Partner of the Year

    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...
  • Blog Post: Social Customer Service Webinar Highlights

    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...
  • Blog Post: Enabling Multi-Language Support for Your Telligent Community

    Each year our annual customer event, The Big Social, gives us an opportunity to discuss product ideas with our diverse range of customers and partners. During this year’s event, I sat down and chatted with one of our partners and was really impressed with how they are helping social communities...
  • Blog Post: Employee collaboration – How collaborative is your organization?

    The Harvard Business Review has been publishing a number of blog posts recently on the topic of employee collaboration, onboarding and evaluation, which provide a bevy of statistics and requisite commentary. A few statistics that stood out to me are: 89% of new hires say they don’t have the...
  • Blog Post: Telligent Raises $5 Million in Financing from NXT Capital Venture Finance

    Today, Telligent publicly announced that we received an additional $5 million in financing from NXT Capital Venture Finance. This is another great milestone in Telligent’s history, as it provides additional strength to our existing investor base and validates the future opportunity for Telligent...
  • Blog Post: Free Tools for Building Exceptional Social Customer Service Experiences

    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...
  • Blog Post: Using Social Media Applications in Social Customer Service Communities

    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...
  • Blog Post: 3 Online Community Lessons from Social Media Week

    Social Media Week 2013 in NYC just wrapped up. There was a flurry of events on topics ranging from business to social impact to advertising and lifestyle. I attended events at JWT advertising agency on disruptive companies from diverse industries (film, fashion, technology and social impact) and at 92Y...
  • Blog Post: Social Communities, not just Social Media

    Today, over 1 billion people use social in one form or another. And did you know that social accounts for 25% of the time we spend online? There are tons of other great stats that talk about how important social is, but I don't have to tell you because most of you already understand the enormous...
  • Blog Post: Digital Convergence: Driving the Social & WCM Experience

    Social accounts for approximately 25% of the time people spend online – this includes social media, such as Facebook and Twitter, and also online communities. Social media is where people connect with friends, share photos and build relationships. People typically aren’t making buying decisions...
  • Blog Post: Customer Care Dilemma: When Customers Prefer Speed over Effectiveness

    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 –...
  • Blog Post: Online Communities – Recognizing and Rewarding Participation through Reputation

    Reputation, gamification, badges and rewards are all hot topics these days, especially in the context of online communities. By recognizing and rewarding community participation, you foster a valuable cycle of engagement. Your customers, partners, prospects and even employees create content (ask questions...
  • Blog Post: Social Business Predictions for 2013

    As new forms of social media proliferate and enterprises scramble to keep pace with their customers, social business is a force that cannot be ignored. Last year I compiled a list of several recommendations pertaining to social business that I encouraged the c-suite to focus on in 2012. Among the recommendations...
  • Blog Post: How to Measure the Strategic Value of Online Communities

    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...
  • Blog Post: Best of 2012: Salute to this Year’s Top Blog Posts

    At Telligent, it’s been another busy year of providing insightful, engaging and newsworthy posts on our blog. And before moving forward, I want to say a special thank you to all of our readers, as our readership and traffic has continued to grow over the past year. Thank you for your support and...
  • Blog Post: How Dell Delivers Exceptional Social Customer Service on a Global Scale

    For decades, Dell has been committed to making technology more accessible to people and organizations across the globe. One way that Dell adheres to this commitment is by educating and supporting IT professionals who want to learn the technical ins and outs of Dell Enterprise solutions. How? Dell...