Kenny S.

Calming the Beast : How to Serve Customers Who Can’t Serve Themselves

As I’ve shared in other posts, self-service platforms are the future of online customer service. Not only do customers expect this, but they actually prefer systems that help them solve their own problems… as long as they’re done right.

So what happens when, at least in the customer’s eyes, self-service isn’t done right? How does a customer feel after spending two hours combing through your knowledge base and coming up with nothing? Angry? Frustrated? Ready to punch the screen? How would you feel? Continue reading

The Simple Way For Community Managers To Overcome Their #1 Content Woe

It’s 7 a.m., and you’re sitting at the breakfast table. You’ve got a full day ahead as the manager of a highly influential grilled cheese community. You know you need to post 5 interesting articles on Facebook, tweet 7 funny quips, and somehow manage to publish a 1,200 word article on the Zen of comfort sandwiches. Continue reading

Want to be a Better Community Manager? Read on.

Are you a community manager?

If you said yes, then you’re a leader. You may not think of yourself that way, but it’s true.

Okay, so maybe you’re not charging into battle or spearheading some big world-changing reform. But as a community manager, your job is to metaphorically stand in front of a crowd of people and shepherd their interest in a particular direction. You need to work hard to develop the skills that develop exceptional leaders. So how’s it done? Continue reading