Alok Chowdhury Content Marketing Manager

A What, Why and How for the Brand Community Revolution

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. Continue reading

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

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 … Continue reading

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

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? Continue reading

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

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. Continue reading