Designing a People Centered Self Service Support Experience

Posted by Sarah Robinson-Yu on Sep 19, 2019 9:00:00 AM

9 minute read

Customers have always expected a reasonable standard of customer service, however ironically in an era where technology has made it possible to not only meet but exceed standards, it seems good customer service is increasingly hard to find.

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Topics: Customer Success

Customer Service vs Customer Success: What's the Difference?

Posted by Sarah Robinson-Yu on Aug 6, 2019 8:00:00 AM

8 minute read

While it’s not uncommon to hear the terms “customer success,” and “customer service,” used interchangeably, one should be cautious of doing so. Yes, these terms are related and connected in various ways. They both involve helping customers, troubleshooting issues and providing valuable information, however using these terms as synonyms would be a mistake. 

This blog aims to dispel the differences between these two terms and make it abundantly clear what each of these mean.

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Topics: Community, Customer Success, Customer Service

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

What is CX? Why is Customer Experience Important?

Posted by Sarah Robinson-Yu on Apr 18, 2019 11:00:00 AM

8 minute read

Customer experience, also commonly referred to as CX, simply refers to the experience that a customer has with a business. It’s basically the impression that a customer has about your company based on their interaction history with you, and reflects how the customer perceives your company.

But let’s be clear: there is a difference between customer experience and customer service. While you can certainly make a connection between the two, they are both different.

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Topics: Customer Success

3 Steps to Design a Community Engagement Plan

Posted by Sarah Robinson-Yu on Mar 12, 2019 9:29:56 AM

11 minute read

One thing that most communities struggle with is getting members to stay, participate and continue to be engaged in your community. This article will discuss the 3 steps involved to design a community engagement and participation plan that fits the unique needs of your members.

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Topics: Community, Customer Success

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