Alok Chowdhury

Recent Posts

A What, Why and How for the Brand Community Revolution

Posted by Alok Chowdhury on Oct 12, 2017 8:00:24 AM

5 minute read

Social networks. Apps. Communities.

What do these 3 things have in common?

That’s right. All three are communication platform game-changers that have transformed modern business. But while the social platform and application revolutions were loud and well-publicized, the brand community revolution has largely stayed under the radar.

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Topics: Community, Marketing

How Self-Serve Customer Support Has Transformed The Buyer’s Journey

Posted by Alok Chowdhury on Sep 25, 2017 8:00:29 AM

5 minute read

The concept of the “buyer’s journey” has been around for a long time. In essence, it’s a process of mapping the 3-stages of your buyers’ behavior, starting from when they first discover your offer to when they complete their initial purchase. It’s a classic model that still works the same as it ever did - albeit with one major difference ...

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Topics: Support, News

Friends Made in Heaven: Self-Serve and Ticket-Based Customer Service Programs can Co-Exist Together

Posted by Alok Chowdhury on Aug 18, 2017 8:00:04 AM

3 minute read

I have some news for you, but don’t take it personally. According to a recent Forrester survey, 72% of all customers would rather use self-serve customer support content than reach you via phone, email or social media.

Whoa there! Before you run off and start cutting heads, take a deep breath. Does this really mean you can replace all (or most) of your customer support with an excellent self-help content library?

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Topics: Community, Support, News

What We're Reading Around the Web: Intelligent Businesses, 500 Community Managers, a Slew of Robots, and the Unexpected Link Between Employees and Customers

Posted by Alok Chowdhury on Jul 31, 2017 4:30:23 PM

2 minute read

Here are a roundup of helpful articles that hit the web last week on topics touching community management, customer service, artificial intelligence, and customer experience management.

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Topics: News

How to Make Passionate Advocates Into Your B2B Sales Team for Free

Posted by Alok Chowdhury on Jul 20, 2017 8:00:17 AM

7 minute read

Customer advocates are especially powerful in B2B sales. After all, most purchasing decisions are pretty fraught — make the wrong call, and your internal reputation (not to mention your budget) will suffer the consequences. Knowing someone you trust likes a certain product can definitely sway your pick.

But how do you motivate your customers to spread the word in the first place? Here are several ideas for turning your most passionate customers into de facto members of your sales team.

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Topics: Community, Marketing, News

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