Your customers have limited patience for disruptions to their experience with your brand—no matter what kind of viral moment your brand might be experiencing. Is your customer service team equipped to handle a viral moment-induced volume spike? Thinking through the logistically complex days of a spike in activity will positively impact your brand’s reputation.
In this 40-minute webinar you will learn:
- How to define what a viral moment is and isn’t
- Learn what factors you can control in a viral moment and how
- What happens when non-viral moment related customers experience delays
- How tools like Khoros can help monitor and control the impact of a spike in volume
RecordedMay 8 201926 mins
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Rachel Happe, Co-Founder of Community Roundtable and Claire Flanagan, Community Business Owner of Cloudera
Engagement is the #1 frustration for online community managers because it is so valuable and so hard to measure. Engaging communities grow quickly and provide a ton of value to the brand, while other communities can fail to meet any business goals. This makes it vital for your brand to develop a solid online community engagement strategy, and you can learn how in this webinar.
We have partnered with The Community Roundtable to explore these concepts and guide you through potential solutions and successful case studies. In the webinar, experts from our product team and The Community Roundtable give you a special deep dive into:
- How communities drive engagement
- The dynamics and impact of engagement
- How engagement is being measured and recorded
Watch the webinar now to see how your brand can improve online community engagement.
Ian Jacobs, Principal Analyst, Application Development & Delivery and Jessica Liu, Senior Analyst, B2C Marketing at Forrester
Executing against a truly great omnichannel customer engagement strategy and getting in front of consumers everywhere that they are is complex, nuanced, and not optional for the brands looking to win in today’s market.
The what and the where is the “easy” part but the how and the how well is what often leaves us scratching our heads. We add new channels, expand our digital care and social strategy teams, create unique digital communities for customers to connect with us and each other on but can still be left wondering, are we REALLY hitting the mark here?
Do we REALLY understand our customers’ expectations as deeply as we think that we do? Do the teams, systems, and processes we invest in and build actually address what our customers and prospects value most or just what we THINK they value? And if there ARE in fact critical pieces of the puzzle missing, how do we close that gap to ensure we are aligned with our customers to give them what they want and need out of their favorite brands where they’re spending money?
We partnered with Forrester consulting to answer these questions. After talking to over 200 billion dollar plus brands and over 1000 consumers, the data we’ve uncovered may surprise you.
Join this webinar to learn:
- How do brands view their own digital engagement practices?
- Where are brands struggling and where are they getting it wrong?
- How do consumers view the digital engagement they’re getting from brands?
- Where do they expect and demand that brands do better to win and keep their business?
-What is at risk here?
Brandon Watts, Director of Analytics and Kate Hodes, Senior Analytics Strategist at Khoros
One of the fun things about peeling back the layers of your digital marketing campaigns is the amount of ways you can interpret the data. You and your team need to understand all of the things that you can possibly measure on your social platforms so that you can make important decisions. Which metrics matter? How do you calculate them?
It can be overwhelming to learn what to measure, how to measure it, and on what platform each metric lives. But when you learn how to measure your digital data well, you can position yourself as the social metric pro at your organization—teaching your team and superiors alike how to go beyond the more popular, vanity metrics.
Join this webinar to learn:
- which metrics are vital to measuring the success of those KPIs
- what the most common social and digital KPIs amongst our customers
- how these metrics ladder up to overall brand objectives and business goals
Khoros and Jordan Berger, Strategy Director at McCann
Gen Z is growing up! They have recently entered the workforce, have more cash flow and now hold tremendous buying power and influence in the market today. Gen Z doesn’t just buy a product - they buy the lifestyle, the mission and the brand promise.
In this webinar, we’ll discuss insights and misconceptions about this generation who has begun to establish different habits, motivations and expectations from today’s brands. We will also discuss marketing strategies that have resonated with Gen Z, and how social listening tools can provide deep insights to learn more about this audience to help you implement innovative campaigns.
Jennifer Mangold Senior Manager, Global Social Media at HomeAway and Michael Bucklin, VP Digital Content at FOX Sports
Social data is a valuable tool, but data isn’t an engaging campaign in and of itself. Your team needs to shape your social data into an engaging campaign by starting with your brand’s values and creating content your audience will care about. These brands did just that by transforming a social data point into actionable insight.
Kristin Mirek from Nickelodeon, Dave Feldman from the NFL, and Shawn Silverman from Dolby
A third of the time people spend online is devoted to watching video; and by 2019, 80% of all internet traffic will come from video (Source: Digital Information World). Video isn’t an option anymore—it’s a must-have. These brands will unveil how they’re making their content video-first to tap into unparalleled levels of engagement.
Evie Nagy from Slack, Molly James-Lundak from AbbVie, and Raashi Rosenberger from Pinterest
Content that adds value to your consumer’s life is much more likely to earn their engagement and, hopefully, their purchase and lasting loyalty. In this session you’ll learn to tell a good story with each piece of content your brand puts out.
Khoros, formerly Spredfast + Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs, accelerating sales, loyalty, and innovation. With 2,000+ customers and 10 offices globally, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.