Customer Experience = Control for Your Customers

-Customer Experience = Control for Your Customers- (1)How was your weekend? Good, I hope. I had a pretty good one too, until a snag in my operating system left me unable to play any of my purchased videos. Since a weekend without Star Wars is unacceptable, I turned to the internet for help. The ultimate nightmare scenario unfolded: a question with no answer online aside from “contact our customer support line. It took 3 representatives a total of four hours to tell me that my problem was unsolvable and to give me a second number to call for a refund. As yet, I’ve not had the mental fortitude to try it.

The real problem here isn’t the error, or that it couldn’t be fixed. It’s that I was out of control for the entire experience. I couldn’t choose when to engage, and had to sit on the line while the poor rep tried desperately to figure out what the problem could be. This reached the point of parody when they were forced to remotely operate my computer to try and discover the problem. There’s nothing like seeing your mouse move of its own accord to reinforce the lack of control you have as a customer.

Continue reading

5 Ways to Turn Tough Critics into Brand Advocates

5 Ways to Turn Tough Critics into Brand Advocates

If you manage a community or work on a customer happiness team, it’s probably safe to assume that you’ve encountered some tough critics and unique personalities on the job. Whether it’s the perennial customer who continues to complain about your product/service or the entitled user who keeps coming back with overwhelming feedback hoping to get more from you, there are a few things you can do to improve the relationship while earning their respect and ultimately, inspiring them to speak positively about your brand.

Continue reading

Introducing HTML Emails for System Messages

This new feature lets you apply some simple formatting to system email messages. These are system generated emails sent to community members such as password resets, notifications, etc.

To turn on HTML email, go to Email under the Appearance section of your Dashboard and select ‘Enable’. From this page, you’ll be able to upload a logo and set the font, button and page colors.

Vanilla_HTML_Emails_Set_Up
Continue reading

3 Things Indie Devs Need to do at PAX

Pax southPAX South has just ended, and it was a great show for the indie gaming scene. Tens of thousands of fans come together every year in San Antonio, Texas to mingle and check out the latest games. For indie developers, this is a huge opportunity to get your game seen for the first time and build up your fan base. It doesn’t matter if you’re already launched, in pre-launch or even just starting out; if you have something for the fans to play PAX is the place to be.

Continue reading

Friday Theme Tip: Granular Permissions, Discussions & Your Content

choice of different content
In the past we’ve shared dozens of tips to help you supercharge your theme. One of the more popular items has been the use of “If” statements and variables. There are lots of creative ways we’ve seen this used, along with a current use case, where a customer of ours was looking to show different content depending on different member permissions.

Due to customer privacy, the below example was completed on my demo community. Nevertheless, it was such a great use case, I wanted to share how you could do it too. Continue reading