Kenny S.

Weekly Re-Cap Around Customer Communities: Content Curation, Artificial Intelligence, and Customer Experience

We’re doing something new around here. Each week, I’ll scour the internet for the latest blogs and articles on community management, online customer service, customer experience, and whatever else I think would be valuable to you.

Here’s what I was able to find from last week:

How to Curate Content: The Secret Sauce To Getting Noticed, Becoming An Influencer, And Growing Your Audience – Inbound Rocket

If you’re a community manager, then content generation and curation is most likely a huge part of your job description. This week, Inbound Rocket put out a great explainer on how to execute the latter. If you want to know how to efficiently and effectively pull together content to share with your community, this article is worth the 10 minutes it’ll take you to read it.

How Artificial Intelligence is Revolutionizing Customer Management — The Next Web

In this article, Ben Dickson talks about the next revolution in customer management—a movement driven by “artificial intelligence algorithms that help businesses automate customer outreach and make optimal use of data.” Dickson focuses on a few areas of special interest: CRM, outbound marketing, and customer service. While his post doesn’t itself break much new ground, it gives a helpful roundup of companies and services which are leaping ahead in AI, especially for customer service.

Moving Toward a Digital, Customer-Centric Marketing Strategy — Customer Think

Look at how to develop a business around customers, Sawaram Suthar leads with a startling statistic: 91% of unhappy customers won’t continue doing business with you if they can help it. Building on that, Suthar leads the reader on a helpful journey in creating a truly customer-centric marketing strategy. If that sounds a bit fluffy to you, then you’ll be delighted to see several concrete recommendations backed up by reliable data and clear exposition.

The Future Sees Integration of Social Media and Customer Experience Management – Loyalty 360

source: Loyalty360


While the vast majority of enterprises see customer experience as a critical element in their future success, more than half fail to see the integral connection between social media and the future of CX. In this article, Jim Tierney shares some of the more salient features from a recent study conducted by Sprinkly and the Harvard Business Review. There’s some interesting food for thought here, not only about how social media in general, but how SM can (and should!) integrate CX within the broader community of users and customers.

How to Go the Second Digital Mile for Your Customers

Technology is an incredibly powerful tool for managing your customer service operation. Still, no matter how well designed your automation, how thorough your knowledge base, or how clever your ticket deflection, technology will never erase the need for a genuine human touch.

If you want to set your brand apart from all the others, keep reading. Continue reading

Why Customers Can Tell Your Brand’s Story Better Than You Can

“Stories have to be told or they die, and when they die, we can’t remember who we are or why we’re here.” – Sue Monk Kidd, The Secret Life of Bees

Not long ago, brand storytelling began to be considered all the rage in digital marketing.

New marketing channels seem to emerge every day. With that, brands have to make strategic choices about when, where, and how to present themselves to customers. At the same time, they have to compete with all the other brands out there jockeying for the same audience. Continue reading

When Advocate Marketing Incentives Backfire

“You scratch my back; I’ll scratch yours.”

That’s the basic premise that underlies advocacy marketing programs. “You promote my brand; I’ll give you something valuable in return.” It’s a sound model put to good use by plenty of brands we know and trust. Lyft, Dropbox, and Evernote are great examples.

That’s all well and good, but what happens when a little good-natured back-scratching takes a dark turn? Before you know it, your well-intentioned advocacy marketing program can look and feel like you’re bribing users for publicity.

Keep reading to find out how that can happen and, more importantly, how you can prevent it from happening to you. Continue reading

Always on Time? 5 #CMGR Lessons to Learn from Billy McFarland, Ja Rule, and the Fyre Festival

In late April, event organizers Billy McFarland and Ja Rule (yes, that Ja Rule) put on an event that was billed as a Coachella for the 1%. Amazingly, concertgoers paid as much as $12,000 for a chance to live it up with their favorite bands on the idyllic Bahamian island of Great Exuma. Continue reading