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Billy Durrett

Shape Up Your Enterprise Collaboration – Part 1

Collaboration and sharing are the muscle and connective tissue of any healthy organization. This blog series will help you envision how to shape up your enterprise collaboration.

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As background, there’s been some discussion in recent years about enterprise social software too often falling short of achieving long-term and meaningful adoption. After just a little probing of the specific case in question, the image I often form is of someone who, just days after buying a gym membership, is already studying the mirror after a few curls of the barbell to search for signs of massive improvement. And seeing none that quickly, walks out the door discouraged only to sporadically—if ever—return. (continued…)

Katherine Hatch

Just Ask! Enterprise Social Q&A via tibbr 6

One of the key features of tibbr 6 is robust Q&A. It gives you the not only the ability to ask questions and get qualified answers, but also allows you to change a post into a question, and rate and track answers as well. Q&A capabilities are not uncommon in Enterprise Social platforms, but the ability to rate answers and the fact that Q&A is not a separate offering makes tibbr stand out.

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Say you’re an AE trying to close a deal, and you need to partner with a vendor to provide a complete solution. You reach out on tibbr and get many responses. (continued…)

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Katherine Hatch

How tibbr 6 Has Your Back

One of the new features of tibbr 6, the ability to edit posts, has produced some of the best feedback from our users to date. Editing posts and replies seems simple, but is surprisingly absent in the ESN market. Facebook has it—vital for editing that post you should have slept on. But it’s just as important at work to correct grammar, spelling or go back and tag your co-worker on about the stellar job they did at that conference last week.

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Similarly non-present among collaboration platforms is the ability to track the full history of a post. tibbr 6 lets users view the time, date, and edit history of your post, reply or answer, question, event or poll. (continued…)

tibbr

Analyst Advice for Driving Customer Loyalty in a Digital World – Part 2

The following is Part 2 of a two-part series on driving customer loyalty in a digital world. 

In Part 1 of this series, we covered the need to deliver personalized, relevant engagement to customers involving large amounts of data, across a diverse and increasing number of media channels. This second part of the series discusses an analyst’s advice on how to achieve that goal.

In Constellation Research’s recent report on loyalty and digital marketing, it recommends that marketers take five specific approaches to managing personalization and relevance.

According to Constellation Research, marketers should:

  • Connect all customer channels and touchpoints
  • Provide social collaboration capabilities
  • Drive right-time interactions and engagement
  • Use behavioral customer data for real-time decisions
  • Advance loyalty management capabilities

These are the five keys to increasing engagement and transforming traditional marketing organizations into modern marketing platforms. (continued…)

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Analyst Advice for Driving Customer Loyalty in a Digital World – Part 1

The following is Part 1 of a two-part series on driving customer loyalty in a digital world. 

With so much consumer data and media channels in today’s marketing mix, it’s a real challenge to find an approach that’s narrow enough to keep the organization focused, while broad enough to allow for continual change and growth.

A recent Constellation Research “Quark Report beautifully captures the mindset and actions necessary for creating relevance and personalization in today’s competitive, technology-driven marketing environment.

Five Approaches

3950769_mThe report—“Five Approaches to Drive Customer Loyalty in a Digital World; Delivering Right-Time Engagement for Relevant, Long-Term Advocacy and Lifetime Value”—defines the way forward for today’s marketer quite well. (continued…)

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Work Is a Series of Moments

For many years, the workplace has been seen as a physical destination where employees travel daily to complete work, typically keeping hours that begin in the morning and end in the early evening. In the last decade, telecommuting has increased in popularity as technology has advanced and businesses have established infrastructure that can be accessed remotely. It has allowed employees great flexibility to work from home, and at client sites, at airports, or abroad.

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Other advancements in technologies, such as the evolution of laptops, smartphones, and tablets—together with location flexibility—have dramatically shifted the way employees accomplish their work. They are now able to work at the hours of their choosing. (continued…)

tibbr

Solving the Two Biggest Challenges for Professional Services Companies

by TIBCO Staff

All professional service firms—even those as diverse as IT consultancies and auditing, tax, and advising services—have the same challenges, with the two biggest being attrition and knowledge share.

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Solving Attrition

Smart services companies are solving the attrition problem by making efforts to understand the needs of employees and taking steps to retain top, IP-generating talent. Talent and knowledge is the business, so many policies that work for other industries don’t work for professional services.

Besides fair compensation and the opportunity for growth, employees want to feel like they are making a difference to the company, their clients, and their own lives. (continued…)

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Katherine Hatch

Constellation Research Report: Why Top Marketers Create Branded Social Networks for Customer Engagement

For marketers, the business value of branded social networks starts with idea that brands can think of their entire business as a social network—of customers, fans, employees, partners. Their collaboration creates value by driving innovation, engagement, loyalty, and profit.

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In the recent report, “Why Top Marketers Create Branded Social Networks for Customer Engagement,” Constellation Research vice president and analyst Natalie Petouhoff covers how marketers can expect to gain the most value when they launch a branded community. Here’s a sneak peek:

Engagement, loyalty, and advocacy – Branded social networks expand how customers interact with the brand and each other by creating more real-time, personalize, and compelling experiences. (continued…)

Peter Crosby

Can Brands Be Transparent Without Losing Control of the Conversation?

3D VaultTransparency is the hot new corporate watchword at many companies these days. Mostly because businesses are starting to realize that consumers want to know what’s going on with the brands they patronize.

As more and more companies are learning, the business/consumer relationship is no longer a one-way monologue where the company talks at the customer and the customer just buys their product. Consumers today want a say in things like product development and corporate policies—they want to be part of the conversation.

Customers today are far savvier and won’t tolerate being treated like mindless sheep who swallow anything you tell them. (continued…)

Peter Crosby

Build a Cult Following for Your Brand Without Starting a Religion

Red Apple With Engraved Heart
Do people love your product or service? Do they evangelize it on social media? Do they defend your company in the comments of unflattering news articles? Do they wear your t-shirts, put your logo stickers on their cars, or start online fights with the customers of your competitors?

If not, then you have to admit that you either have an average product, or you haven’t worked hard enough to cultivate a serious following for your brand. Fortunately, there’s an easy way to solve that problem and catch up.

In a recent Atlantic Magazine article entitled “Turning Customers Into Cultists,” the author talks about Apple as the poster child for “cult followings” in the business world (shocker, I know). (continued…)