Category Archives: Philosophy

When is a Forum Really Dead?

Let’s be honest. Not every forum “makes it.” Sometimes despite your best effort, and hours spent posting, promoting, and engaging, your forum still fails. You log in, and stare at a barren forum, devoid of activity or engagement, and it’s very easy to be disheartened.

Trust me, I’ve had the sad task of writing a couple of community obituaries in my time, even though the best intentions to succeed were there. From these experiences, however, I am left with the knowledge of just how powerful a successful forum can be for any company or brand. I’ve also learned a thing or two along the way about what works and what doesn’t. Continue reading

4 Ways Product Management Can Leverage Online Communities

Leveraging your community for product management (2)

As a former product marketer, I understand the delicate balance of gathering valuable market research, managing a backlog of enhancement requests coming from multiple departments including support, marketing, sales and more and staying true to the mandate of the product.

People are more connected, and the ease with which people can share their feedback grows, in turn increasing the noise. So how can you, product managers and marketers turn the noise into a positive force in delivering excellent products that delight your customers and meet your business goals? Continue reading

Smart Customer Service for Smart Products

Smart customer service for smart products

My wife gave me a smartwatch for my birthday. It does all kinds of cool things: it displays text messages, tracks my steps and lets me hail an Uber. The watch I usually wear, a “dumb” watch, costs 10x more and doesn’t do much. In fact, it doesn’t even have a battery and stops working if its not worn for a couple days.  

A fancy watch can be made by a watchmaker. A smart watch is made by a team of people within a company that rely on a global supply chain and a collection of third party developers that provide the apps.   Continue reading

Enhancing Your Existing Support Channels Digitally

Enhancing your existing support channels digitally

When respected publications like Harvard Business Review discuss crafting great “digital customer experiences”, the issue is now well entrenched into the corporate world.

Digital transformation is adding technical complexity to many things that were once simple and disconnected. Everyday appliances are getting “smart”. What was once a simple heating/cooling system is now a sophisticated environmental control tool: think Nest and Smart Bulb. Even washing machines from Samsung and Whirlpool are now connected.

Everyday services such as insurance and banking are all moving towards online transactions instead of slow and error prone paper processes.  All organizations are becoming technological to a certain extent. Having a web presence is no longer a nice to have. It’s now vital to the very survival of your organization. The alternative means almost certain obsolescence. Continue reading