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Kenny S.

Recent Posts

[Community] The New KPIs for Community Managers

Posted by Kenny S. on Jan 15, 2019 2:57:00 PM

8 minute read

The key to success in any endeavor is measurement.

I mean that quite literally. Without a quantifiable sense of where you are vs. where you were, you can’t know (in any meaningful way) whether you’ve succeeded or not.

When it comes to digital marketing, this truism barely needs stating. No marketer in his or her right mind would walk into the CMO's office without a set of precise measures indicating the success (or failure!) of last month's new campaign.

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Topics: Marketing

[Finance] Need to Boost Members on Your Fintech Community? Here’s How.

Posted by Kenny S. on Mar 27, 2018 1:27:43 PM

3 minute read


If you’re struggling to obtain (and maintain) greater numbers of forum members for your fintech community, you’re not alone.

Any purchase of a financial product, and the costs associated with it (both in time and in finances), are what are known as “grudge purchases”. A grudge purchase is a purchase made out of some form of obligation, rather than a pursuit of pleasure or self-gratification.  

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Topics: Fintech, Community

[Finance] A Quick Roadmap in Recruiting More Members for Your Fintech Community 

Posted by Kenny S. on Mar 19, 2018 10:35:51 AM

11 minute read

So, you’ve decided to pursue a digital community strategy for your bank or financial services brand.

Fantastic. Now you need members.

Let’s assume you’ve already rifled through your list of existing customers and invited them to follow you on Twitter, like your Facebook page and sign up for your forum. Let’s go a step further and say you’ve incentivized them to invite their friends.

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Topics: Fintech

[Community] 3 Ways to Help your Advocates Respond to Criticism

Posted by Kenny S. on Mar 15, 2018 8:41:30 AM

4 minute read


For brands of all shapes and sizes, social media is both a blessing and curse.

On the one hand, platforms like Twitter can instantly give your brand the exposure it needs to break into the market. On the other hand, it hands a megaphone to every single person who's ever had a bone to pick with you — legitimate or not.  

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Topics: Community

[Support] Self-Service that Actually Serves: 7 Essentials

Posted by Kenny S. on Mar 14, 2018 11:53:22 AM

10 minute read

Self-service is the buzzword du jour of customer experience. Customers want to solve their own issues without waiting on hold to chat with a customer service representative.

But self-service is much more than a nice value-add.

In fact, it’s quickly becoming an absolute necessity. Depending on which survey you reference, 70-90% of customers expect it, 40% prefer it, and 73% would rather have it on your website than anywhere else (social media, SMS, etc.).

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Topics: Support

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