Todd Nilson

In Altimeter’s report on the Customer Service Cloud, principal analyst Charlene Li makes the point that customers see an organization’s brand as a single, monolithic entity and get frustrated when they are forced to repeat the same issue in multiple places, such as on a phone call and on the Read more…

What’s the purpose of your online community? Now think about this. What’s it really about? Are you limiting the perceived value of your community in the way that you introduce and talk about it? If you are in a support community and talk about it as such, you might for Read more…