Luc Vezina

Recent Posts

Why Knowledge Base?

Posted by Luc Vezina on Jul 2, 2019 8:00:00 AM

7 minute read

On May 1, 2019, we publicly announced the general availability of Vanilla Knowledge, the newest major feature by Vanilla. The innovation we are bringing to the area of knowledge management is through combining the power and wisdom of the community with the traditional knowledge base. Vanilla Knowledge makes it easy to repurpose community generated content as KB articles.  

That being said, I’d like to take this opportunity to discuss why we chose to develop a knowledge base—why this was a priority for us and what factors shaped its development.

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Topics: Knowledge Base

You're Being Watched: The Financial Impacts of Neglecting CX

Posted by Luc Vezina on May 30, 2019 11:00:00 AM

6 minute read

Too often, organizations fall into the trap of viewing business value with a money-in, money-out mentality, and as a result, end up putting customer experience on the backburner. This is a big mistake. Every action or inaction has a consequence even if you can’t actually see the pretty penny attached to it, and the fans of your brand are watching your every move.

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Topics: Community, Customer Success

How Social Connectivity Increases Brand Loyalty

Posted by Luc Vezina on May 14, 2019 8:00:00 AM

7 minute read

Brands are always at risk of losing their customers.

Retaining your customers isn’t just about having more ads or the right shelf space anymore; it’s about establishing a social connection between your customers and your brand. This social connection is what keeps your customers invested and dedicated to your brand, increasing customer retention and transforming customers into loyal, long-term fans.

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Topics: Community

Embracing Customer Feedback In Your Community

Posted by Luc Vezina on Mar 26, 2019 8:00:00 AM

9 minute read

Customer feedback plays a crucial role in any successful organization. As a result, it’s important to embrace customer feedback rather than to fear it. This blog will discuss why customer feedback is so important and why a community is the best way to get it.

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Topics: Customer Service

The Chinese Cybersecurity Law: The Impacts on Multinational Organizations Operating Communities in China

Posted by Luc Vezina on Mar 7, 2019 10:17:32 AM

5 minute read

In 2017, China introduced a new law that regulates the governance of data for companies operating in China: the Cybersecurity Law (CSL). This article aims to provide you with a brief overview of common questions regarding the CSL in relation to community forums operating in China for Chinese nationals.

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Topics: Community, News

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