Displaying episodes 1 - 30 of 60 in total
Hosts Michael Sandoval and Chris Detzel talk about how one goes through a community platform vendor selection. The easy thing we want to do is slip into features and technology, but the first step is defining what you want your community to be. Listen to our chat and find out the key steps.
In this episode, Michael and Chris talk about the following: 1. In the summer time traffic goes down on communities, how do you talk to your executives about this? 2. Sometimes you can't do everything, so you have to prioritize. You have to know what is and what is not your pile of sh*t to prioritize 3. Working with different cultures has developed both Chris and Michael's understanding of best ways to work 4. When you work with IT, IT really does need to be more than "keeps the lights on" they need to speak business language and help the business make solid business decisions
Chris and Michael talk about stressors at work and how we deal with it. We both go into some detail of what is stressing us out at work and then we kind of talk about how we deal with it. Sometimes it's good to talk to someone, like Chris and Michael do about what is stressing them out and then, it's all good. What are some of your stressors? Find out ours!
In this episode Michael congratulates Chris with the Reltio Community Go-live. They get in a discussion around the content strategy and the tactics that drive community activity for the future. Both Michael and Chris believe that engaging content is the key to the present and future success of communities. 1. Customer & Partner content seeding 2. Long document content seeding (Blogs, Wiki's, etc..) 3. Check out the Reltio Community here: https://community.reltio.com/home
In this episode Michael and Chris talk before the launch of Reltio Community. Chris walks through the "before" the launch of the community and talks about some of the tactics. Here are some questions that we answered. Content is queen How do you find the content you need? How do you seed content from customers and partners? How do you find users? How do you find community content?
Michael and Chris talk about how to move old school support to digital. Michael has some challenges in the bank he works at and is building a longer term strategy in how they think about digital support. We talk about some tactics that he could do now, to get to that longer term digital support strategy.
Chris and Michael talk about presenting a business plan to C-Level executives and what that entails from a banking standpoint. Michael talks about how he went about building his business plan for the bank. It's interesting to hear about how he goes about it and how Chris would go about it.
Chris and Michael talk about the difficulties to connect Community to every single business systems when you first launch. It's all about your strategy, and building a roadmap. We also talk about the career of community managers. What does a team look like? What's the difference between: - Head Of Community - VP of Community - Director of Community - Community Program Manager - Community Manager Chris believes that it's still all over the place!
Chris and Michael talk about community metrics. Community metrics should be tracked, but only a few should be rolled up to executives. In the early stages your metrics will be different than year 2,3 or 4. Over time you can start tracking time to answer a question, how many posts per thread and case deflection, and more! Take a listen!
Another Q&A session on Peers Over Beers. Here are some questions that we answer on this podcast. 1. How do we plan to engage customers and partners to make use of the Community - Activation of Partners, Employees and Customers 2. Having a good content strategy will push more and more engagement. How does content push more engagement? 3. How do you link Training and Community together
We continue down the Q&A session. In this podcast we talk about 1. How do we moderate users and customers when they first come into the Community? 2. How does the brand make sure that the quality of the content is correct? 3. How have you been able to get customers involved into go to market activities, such as news interviews, webinars, analysts testimonials and more?
In this podcast, we decided to do something a little different. Chris presented the community strategy to his organization through an all hands meeting they had that week. During that presentation he answered over 20 questions from the organization. These are really good questions and we decided on this podcast that we would answer three of them together. Questions asked and answered during the podcast: 1. In a new Branded Community, who are the experts that should help answer customer and partner questions? 2. When you open up a new B2B Community, How do you address the the lifecycle of the customer. For example, if they are in implementation stage, do you allow them on the community? Do you have content to help them? 3. How do Brands gain Brand awareness with B2B online communities?
Episode 047 - Is Clubhouse the New Thing? Also Michael is Setting The Stage for Online Community for the Bank
Peers Over Beers on Clubhouse live? Michael describes talks about planting the seed for Online Community and Chris talks about his journey in building his new online Community at Relito and push for patience.
Founding members and building an effective engagement strategy to online communities is so important. Michael and Chris talk a lot about digital engagement, content engagement and how to get your customers engaged into the community. Michael thinks about it in three parts. Green fielding, growth and maturing the community.
Episode 045 - Working with Legal and Security made "EASY" and a Cafeteria Style Look and Feel for Community
In this episode we talk about Legal, Security, UX and lots of other items. Building a community from scratch involves all of these things and they all happen in tandem. Also in this episode we all know that you have to just go do your F*ING job. If you go out and make stuff happen and do your F*ING job, then you will get shit done quickly.
What makes a good meeting when you are talking to your executives? We go in detail of what doesn't make a good meeting, but then Michael, as usual, brings it back around to talk about what a good business executive meeting looks like. We also take a look back at our past and talk about some successes and some failures on building communities.
Episode 043 - How Digital Can Expose Underlying Problems Because of Separate Business Unit Past Decisions
When building an online community or any digital customer system, we find that there are underlying issues in the foundation of organizations. Michael talks about how he has had conversations around "blowing" up what they have and starting fresh. We go into detail on how digital systems help and also how it exposes ways certain teams within the business work.
Chris announces that he is changing jobs from Imperva to a company called Reltio. He talks about the challenges that he might have when building a community from scratch at Reltio. We talk about who Reltio's customers might be and some of the problems we can solve from a self-service standpoint. We believe that community can accelerate growth by driving loyalty.
We enjoyed our conversation with Max Rothery from Finimize. It is so funny, because we talk a lot on Peers Over Beers on how others built their communities and how different each one is. Finimize started from an email newsletter which now has more than 1m subscribers. In 2019 they built out their community to be in person, with chapters in more than 35 countries w/ 10,000 people attending meet ups. In the midst of Covid-19 they had to shift virtually and this year they tripled the number of attending. Max goes into detail around that shift and talks about how they also launched a paid community with WhatsApp as their main tool for engaging their community digitally.
Chris and Michael talk about how companies have built online communities and how each company started in different ways. Just because one company builds an online community one way, it does not mean that is the only way to do it. We explore those different ways in this episode. Although we think the technology and platforms are important parts of building an online community, we know that it is not the thing you should start with. Some questions to ask and answer before getting started are: Why are you building this community? What problem are you trying to solve? What will your customers get out of your community? What will they do when they are there? What are some core KPI's that you will track when the community opens up? In this episode we mention how Holly Firestone, Head of Community, from Venafi how she started her community from slack channels so that they can engage their customers. (I'm fairly sure we say her last name incorrectly in the episode, our sincere apologies.)
Episode 038 - Tel Aviv has Amazing Beaches!! How to take the Apple Approach in Digital at a Lil ole Bank in El Paso
In this episode, Michael talks about how his approach in building a digital / eCommerce at a small bank in El Paso will take an Apple approach. They want to grow their acquisition strategy around people and education. Walk before you run!
Episode 037 - Post 2020 Election - Building a Community Champions Program - Brainstorm on How to Build This Program
Creating a champions program allows and incentives your customers to help create content. It is difficult to come up with the right things to do to incentivize your customers because there are so many things to do. Humans in general are motivated by different things, but you have to start somewhere. Yes, it is stressful at times, but start small and build big.
Michael and Chris dive into the budget season and are thinking about what we need for 2021. Chris talks about developing a Super User program for the Imperva Community and looking at getting a resource to run this. Michael helps guide Chris in what that extra resource could also do. Michael is focused on the customer, but believes that you have to "fix" the internal pieces first. He talks about visual ways to show the organization on how to influence change internally. Michael is trying to influence others to make things happen internally.
Episode 035 - Creating Digital Experience at a Drive-Thru Bank, Working with Legal and Happy First Birthday To Imperva Community
We talk about a lot of different topics in this podcast that includes the complexity of creating a digital customer experience with your customers in the banking industry, working with legal teams and Imperva's Community 1st birthday. Listen now!
Episode 034 - Holy Batman! Ask Me Anything for Digital Community Should be Engaging and Produce Tons of Engaging Content
In this episode, Michael starts off the conversation with a story about Mexican free-tailed bats! Yes, that's right, bats.. Then Chris talks about his first LIVE Ask Me Anything webinar that he hosted with Imperva experts, Imperva customers and Imperva partners. AMA's can be done many different ways, so take a listen on how Chris did it.
Episode 033 - Engaging Customers, Engaging the Org, Creating Content are all Good; Without it your Digital Community will DIE
Giving the right attention to digital communities is crucial. For your community to thrive, you have to have the right alignment at the senior level. You have to engage your customers, you have to engage your internal organization and you have to have the right content. We also give some good examples of, if you don't focus your attention on it, the community could and will die. You have to listen to the end. Michael sums this episode up quite well!
In this episode, Chris and Michael talk about how we do research when building or enhancing our communities. Then we start noodling on how to do self-help in a digital way. Michael then ponders the ideas of self-help and digital support for banking. Today they are heavily offline but are moving to a more digital way. We talk about how banking is so personal for people. Money is always an important aspect of all of our lives. We ponder on the question: What does a community or a digital support strategy look like for a financial institution?