Social Networks, Communities, and Support

 

The Consortium has been working Three Tenets of Social Media & Supporton the intersection of social media and support for the last few years. When integrated correctly into the service strategy, social can be a powerful knowledge-sharing tool. Members have developed the following three tenets of social and support. Future meetings will focus on the tactics involved in this approach.

  • Monitor, Listen, and Learn
    • Monitor trends of the “collective voice.”
    • Identify and listen to the influencers.
  • Let Social Support Social
    • Nurture the health of the community and MVP programs.
    • The community is about them… not you (or your company).
  • Improve, Inform and Influence
    • Continuous improvement of customer success and realized value.
    • Predictive and proactive communications to customers.

     

Resources:

 

Case Studies:

Benefits of Membership

Click here for a pdf on the benefits of membership.

Click here for membership levels and information.

Resources

KCS Principles and Core Concepts. The foundation of the methodology.

KCS Practices Guide v6
A comprehensive how-to guide.

KCS Adoption Guide
A step-by-step approach for planning a KCS adoption.

Please visit The KCS Academy for more KCS resources including case studies.

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The work of the Consortium is protected by Creative Commons licenses.