CX Nexus podcast

30:29

In this engaging episode of CX Nexus, hosts Nicole Saunders and Chris Detzel explore the fascinating intersection between personal and professional community building. The conversation weaves between Chris's experience growing a 10,000-member running community in Dallas-Fort Worth and Nicole's decade-long "Odd Tuesday Potluck" tradition, revealing how the fundamental principles of community building manifest in their personal lives. The hosts unpack key community-building elements that work across both personal and professional contexts: - The critical role of consistency in building lasting communities - How shared challenges and interests naturally bring people together - The importance of creating regular touchpoints and traditions - The value of organic growth and patience in community development - Ways to maintain engagement while allowing for natural ebb and flow of participation Through personal anecdotes about running groups, potluck dinners, choir performances, and holiday traditions, Nicole and Chris demonstrate how the strategies they use in professional community management often mirror the natural ways humans connect in their personal lives. The episode offers valuable insights for both professional community managers and anyone interested in building stronger personal networks and communities. The discussion culminates with reflections on how genuine human connection remains at the heart of all successful communities, whether they're focused on professional development or personal interests. This episode is particularly relevant for community professionals seeking to ground their work in authentic human experience, as well as individuals looking to build stronger personal communities in their own lives. Hosts: Nicole Saunders and Chris Detzel…

CX Nexus Podcast

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Balancing AI and Human Touch in Customer Experience 24:45

il y a 30 weeks24:45

24:45

This episode of the CX Nexus podcast features co-hosts Nicole Saunders and Chris Detzel discussing the impact of artificial intelligence (AI) on community management and customer experience. Here's a detailed description of the episode's content: 1. Introduction and Context: - Both hosts are about six weeks into new jobs, providing fresh perspectives on their roles. - Chris has been thinking a lot about AI and new technologies in his new role. 2. AI Integration in Customer Experience: - Discussion on the importance of thinking "AI-first" in community and customer experience strategies. - Examples of AI integration, such as chatbots for self-help and sentiment analysis tools. 3. Practical Applications of AI: - Use of AI for content creation, including blog posts and webinar summaries. - AI's role in data analysis, such as understanding customer needs and preferences. - Utilizing AI for routine tasks like meeting note-taking and creating event descriptions. 4. Impact on Support Communities: - How AI is changing the nature of questions in support communities. - The shift towards more complex, experience-based queries that AI can't easily answer. - The increasing importance of user-generated content for SEO. 5. AI in Community Platforms: - Discussion on the lack of innovation in community platform space. - The need for community platforms to integrate AI features. - Potential for AI in matchmaking community members with similar interests or needs. 6. Challenges and Opportunities: - Balancing AI use with maintaining authentic, authoritative content. - The importance of open, searchable communities for SEO benefits. - How AI might disrupt current community management practices. 7. Future Outlook: - Anticipation of upcoming innovations in community platform technologies. - The need for community managers to adapt to AI-first approaches. - Potential for AI to assist community managers in various aspects of their roles. 8. Closing Remarks: - Mention of upcoming presentations at the Refocus virtual community conference. - Encouragement for listeners to attend or watch recordings of the conference. Throughout the episode, the hosts share personal experiences and industry insights, providing a mix of practical advice and forward-looking perspectives on the role of AI in community management and customer experience.…

CX Nexus Podcast

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From Silos to Synergy: Aligning Community Efforts with Sales Strategies 26:33

il y a 34 weeks26:33

26:33

This podcast episode of CX Nexus features hosts Nicole Saunders and Chris Detzel discussing the intersection of community management and sales strategies, particularly focusing on how community professionals can integrate their work with sales plays. Here's a detailed description of the episode: Introduction to the topic: The hosts introduce the challenge many community leaders face in connecting their work to the rest of the organization, especially sales. They emphasize the importance of finding ways to integrate community efforts with sales motions without being overly "salesy" in community spaces. Focus on expansion opportunities: Chris suggests that community plays a significant role in customer expansion rather than net new sales. He discusses how community programs, such as webinars, can be connected to sales pipelines and influence revenue. Defining sales plays: The hosts explain the concept of sales plays, distinguishing them from marketing campaigns. They describe sales plays as repeatable actions that can be tracked and followed up on systematically. Learning about sales processes: Chris shares his experience of learning about sales plays and campaigns within his organization. He emphasizes the importance of building relationships with sales teams and understanding their language and goals. Strategies for integration: The hosts discuss the value of co-planning events with other teams to ensure community initiatives align with broader sales and marketing strategies. They stress the importance of approaching other teams with a "how can I help?" mindset rather than asking for inclusion. Building internal relationships: Nicole highlights the importance of relationship-building skills for community professionals, not just with community members but also with internal teams. They discuss strategies for gaining buy-in from executives and demonstrating the value of community to the business. Data and metrics: The hosts talk about the importance of tracking data to demonstrate community impact on sales. They caution against over-relying on metrics and stress the need for balancing data with practical field experience. Challenges and encouragement: Chris acknowledges that integrating community with sales can be challenging but encourages community leaders to push themselves in new directions. They emphasize the need for creativity in showing how community efforts contribute to business outcomes. Closing thoughts: The hosts summarize the key takeaways and encourage listeners to continue exploring ways to connect community efforts with broader business strategies. Throughout the episode, Nicole and Chris draw from their personal experiences, offering practical advice and insights for community professionals looking to demonstrate their value to the sales organization and the broader business.…

CX Nexus Podcast

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From Zendesk to Coupa, Reltio to ZoomInfo: Lessons in Career Transitions 28:42

il y a 35 weeks28:42

28:42

In this enlightening episode of CXNexus, hosts Nicole Saunders and Chris Detzel share their recent experiences transitioning to new roles in the customer experience and community management space. Both having just made significant career moves, they offer valuable insights and practical advice for professionals navigating job changes in the tech industry. Nicole discusses her move from Zendesk, where she spent seven and a half years, to Coupa as the new Senior Director of Customer Experience Marketing. She shares her approach to entering a new organization, including how she prepared for the role and her strategy for the first few weeks on the job. Nicole emphasizes the importance of listening, asking key questions, and quickly identifying patterns and priorities within the new company. Chris reveals his transition from Reltio to ZoomInfo, where he'll be starting as a Senior Community Manager. He details his proactive job search strategies after his position at Reltio was eliminated, highlighting the crucial role of networking and personal branding on LinkedIn. Chris offers creative tips for standing out in the job application process, including creating personalized presentations and leveraging existing connections. The hosts dive deep into several key topics: The importance of personal branding and "working out loud" on platforms like LinkedIn to attract opportunities. Strategies for networking effectively, including reaching out to connections and asking for help. Techniques for preparing for a new role, such as researching the company and creating preliminary strategies. The emotional aspects of leaving a long-term position and starting fresh in a new organization. Practical advice for the first few weeks in a new job, including meeting key stakeholders and identifying quick wins. The value of bringing ideas and potential roadmaps to a new position, especially when building programs from the ground up. Throughout the episode, Nicole and Chris share personal anecdotes, challenges they've faced, and lessons they've learned during their recent transitions. They offer encouragement to listeners who may be considering a job change or find themselves unexpectedly in the job market. This episode provides valuable insights for professionals at all stages of their careers, particularly those in customer experience, community management, and related fields in the tech industry. Listeners will come away with practical strategies for job searching, interviewing, and starting strong in a new role, as well as a renewed appreciation for the power of professional networks and personal branding in career advancement.…

CX Nexus Podcast

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Aligning Marketing, Sales, and Community for Business Growth 24:42

il y a 35 weeks24:42

24:42

In this episode of CX Nexus , hosts Nicole Saunders and Chris Detzel are joined by Luke Austin , Director of Analytics and Insights at Reltio, to delve into the critical role of data analytics in modern marketing and sales strategies. Luke provides an in-depth explanation of essential concepts such as pipeline and bookings, and how these metrics are vital for predicting business performance and setting revenue targets. The discussion transitions to the impact of community engagement on business outcomes, highlighting the importance of Account-Based Experience (ABX) strategies. Luke shares valuable insights on how Reltio leverages ABX to enhance their sales process, particularly by identifying and engaging multiple stakeholders within target accounts. A significant portion of the conversation focuses on the impressive influence of community shows, hosted by Chris, on customer engagement and pipeline creation. Luke reveals how these shows have become a primary driver of engagement, accounting for a substantial portion of customer interactions, and how this engagement correlates with increased pipeline and expansion opportunities. Listeners will gain a comprehensive understanding of how integrating community activities with data-driven marketing and sales efforts can lead to significant business growth. Nicole and Chris also emphasize the importance of community professionals building strong relationships with their marketing intelligence teams to harness the full potential of data insights. Join us for a detailed exploration of the intersections between community engagement, data analytics, and business strategy, and learn how to translate community interactions into measurable business outcomes.…

CX Nexus Podcast

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Breaking Down Silos: Fostering Cross-Functional Collaboration for Better Customer Experiences with Jay Nathan 33:22

il y a 35 weeks33:22

33:22

This episode explores the interconnections between various aspects of the customer experience and emphasizes the importance of breaking down organizational silos to deliver better outcomes for customers and businesses alike. The discussion revolves around strategies for expanding revenue within existing customer accounts through cross-selling and upselling. The guest, Jay Nathan , Chief Operating Officer at Churnkey , shares insights on how focusing on customer expansion is crucial for driving growth, especially in the current economic climate where efficiency and profitability are paramount. The conversation delves into the roles and responsibilities of different teams, such as sales, customer success, and support, in identifying and operationalizing expansion opportunities. The speakers underscore the significance of providing exceptional customer support and argue that investing in a strong support function can pay dividends in terms of customer retention and growth. Throughout the podcast, the theme of cross-functional collaboration emerges as a key driver of success. The participants discuss how breaking down silos and fostering cooperation among departments can lead to more seamless customer experiences and more effective expansion strategies. They also explore the role of customer communities in this context, suggesting that community managers should act as facilitators who bring together expertise from across the organization to deliver value to customers. The speakers also touch on the importance of data and analytics in identifying expansion opportunities and segmenting the customer base. They emphasize the need to understand customer needs and tailor outreach and offerings accordingly. Overall, the podcast offers a wealth of insights and practical advice for organizations looking to optimize their customer experience and drive growth through expansion strategies. The discussion is relevant to a wide range of functions, from community management and customer success to sales and support, and underscores the importance of a holistic, customer-centric approach to business growth.…

CX Nexus Podcast

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The Event Planner's Playbook: Insights from CX Professionals 32:53

il y a 36 weeks32:53

32:53

This podcast episode of CX Nexus features hosts Nicole Saunders and Chris Detzel discussing the intricacies of planning and executing successful business events, particularly in the context of customer experience and community building. The episode provides a comprehensive overview of event management, drawing from Chris's recent experience organizing a customer event for his company. Key points covered in the episode include: Setting clear goals and objectives for the event, including business outcomes like expansion opportunities and pipeline influence. The importance of proper planning, including creating a high-level agenda and identifying key team members and their responsibilities (using a RACI model). Logistics considerations, such as choosing an appropriate venue, organizing catering, managing registration, and preparing event materials like name badges and swag. Strategies for promoting the event, including leveraging various communication channels like email campaigns, personal outreach from sales and customer success teams, and community platforms. Content planning, including selecting and preparing speakers, organizing panel discussions, and ensuring presentations align with the event's objectives. The value of networking opportunities and how to structure the event to facilitate meaningful connections among attendees. Challenges and potential pitfalls in event planning, such as last-minute changes, technical issues, and the need for flexibility and quick problem-solving. The importance of balancing different attendee groups, such as customers, prospects, partners, and employees. Post-event considerations, including measuring success against set goals and gathering feedback. Throughout the discussion, Chris and Nicole share personal experiences and practical tips, emphasizing the complexity of event planning but also highlighting the significant value that well-executed events can bring to a business. They stress the importance of attention to detail, effective communication, and the ability to adapt to unexpected situations. The episode provides valuable insights for professionals involved in customer experience, community management, and event planning, offering a behind-the-scenes look at what it takes to create impactful business events. They also touch on the differences between small, intimate events and larger conferences, noting that while the scale may change, many of the fundamental principles remain the same.…

CX Nexus Podcast

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The Role of Community in Business Growth: A Look Into Sales and Expansion 25:38

il y a 36 weeks25:38

25:38

CX Nexus" features hosts Nicole Saunders and Chris Detzel discussing the integration of community efforts with sales and marketing strategies in their respective companies, Reltio and Zendesk. They explore how community engagement can drive business growth through targeted strategies like ABX (account-based experience) and expansion opportunities. The conversation highlights the importance of aligning community activities with business outcomes, the challenge of maintaining authentic community connections while contributing to sales efforts, and the necessity of cross-functional collaboration to achieve these goals. They emphasize the evolving role of community management in supporting business objectives and the need for community leaders to adapt and innovate within this dynamic landscape.…

CX Nexus Podcast

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The CX Nexus Podcast: Building Bridges in Business 5:48

il y a 36 weeks5:48

5:48

In the debut episode of "CX Nexus," hosts Nicole and Chris warmly welcome their audience into the fold of an innovative podcast series dedicated to exploring the intricate world of customer experience (CX) and its pivotal role in business success. Nicole, with her profound background as the director of community at Zendesk, brings to the table a wealth of knowledge gleaned from her extensive experience in community management across a diverse range of industries and company sizes. Chris Detzel complements this expertise with his invaluable insights from spearheading online communities and engagement initiatives at Reltio, making them a formidable duo in the realm of CX. As they introduce themselves and the vision behind "CX Nexus," Nicole and Chris share their personal journeys in community management, shedding light on the unique challenges and triumphs they've encountered. Their narratives set the stage for the podcast's mission: to unravel the complexities of cross-functional collaboration within businesses and highlight the indispensable role of community in fostering synergy across various departments. The hosts outline an ambitious plan for the podcast, aiming to invite guests from a myriad of roles—ranging from customer success and sales to product marketing and customer experience. These conversations are designed to offer listeners a panoramic view of how community engagement not only bridges gaps between different business functions but also enhances collective efforts towards achieving common goals. "CX Nexus" positions itself as a treasure trove of insights for professionals entrenched in the spheres of customer experience, go-to-market strategies, marketing, customer support, product management, and leadership. Nicole and Chris are committed to delivering content that not only informs but also inspires professional growth and encourages a culture of collaboration and innovation within product companies. The essence of the podcast is encapsulated in its goal to showcase the interconnectedness of roles within organizations and how these connections contribute to strategic decision-making and business success. Nicole and Chris emphasize the importance of listener engagement, inviting the audience to actively participate by subscribing across various platforms, suggesting topics, posing questions, and recommending guests through cxnexuspodcast@gmail.com As "CX Nexus" embarks on its journey, Nicole and Chris stand at the helm, ready to guide their listeners through the evolving landscape of customer experience, armed with their expertise, vision, and an open invitation for everyone to join the conversation.…

CX Nexus Podcast

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End-of-Year Reviews and Reporting Best Practices 24:41

il y a 1 year24:41

24:41

As the year comes to an end, Chris and Nicole discuss best practices for community professionals to reflect on their accomplishments, communicate value to stakeholders, and set goals for the new year. Key topics covered: The importance of end-of-year reporting to benchmark progress, justify budget/resources, and set goals. Nicole explains how quantifying community ROI helps secure leadership support. Conducting quarterly reviews to zoom out from day-to-day tasks and ensure you're focused on the right priorities. Tips for end-of-year people management like giving timely feedback and documenting personal achievements. Recognizing community members' contributions through year-end impact reports and tokens of appreciation. Nicole shares examples like infographics, swag gifts, and social events. Collaborating cross-functionally and articulating community impact on business goals like product adoption, customer retention, etc. The episode ends with a recap of key takeaways to help community builders reflect on the past year and prepare for the new year ahead.…

CX Nexus Podcast

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The First Year of Zendesk's User Group Program: Key Learnings and Insights 35:33

il y a 1 year35:33

35:33

In this episode of Peers Over Beers, Christopher Detzel interviews Nicole Saunders, Senior Manager of Global Community Programs at Zendesk, about Zendesk's user group program. Nicole explains how the user group program got started based on feedback from Zendesk customers who wanted more opportunities to connect with each other. The goal of the program is to drive customer retention by building meaningful relationships between Zendesk, its users, and partners. She discusses how the user groups are structured, including interest-based and role-based virtual groups rather than geographic locations which was not what they initially expected. Nicole also talks about how they recruit and train volunteer chapter leaders, provide them with resources and assets, and help promote their groups. Key learnings from the first year include the importance of regular cadence for meetups, starting small and letting groups grow organically, and transitioning leaders from active community participants. Ongoing challenges include sharing insights with customer-facing teams and automating qualitative data. Overall, the user group program aims to provide a scalable way for customers to connect with Zendesk and each other, strengthening relationships and loyalty. Nicole reflects on the exciting growth after just one year, and opportunities still ahead to continue improving the customer experience.…

CX Nexus Podcast

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Preparing for 2024: Community Trends and Data Strategies 46:46

il y a 1 year46:46

46:46

This podcast episode is a discussion between Christopher Detzel and Nicole Saunders, two community professionals, about trends, strategies, and best practices for community management in 2024. Some of the main topics covered include: How community teams are adapting to doing more with smaller teams by prioritizing programs, leveraging cross-functional partnerships, and using technology like AI. Strategies for consistently engaging community members through innovative formats like "thought leader" sessions and getting customer feedback on new features. Optimizing virtual and in-person events to drive value, including hybrid models and facilitation techniques. Unifying data across platforms to get a holistic view of community metrics and tie back to business objectives. Leveraging community insights for product innovation by facilitating small group customer feedback sessions. Tips for community professionals like starting small by focusing on 1-2 metrics or partnerships to showcase value. Overall, Christopher and Nicole have an insightful discussion about community management best practices, especially around engagement, measurement, and showcasing value.…

CX Nexus Podcast

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Preparing Communities for the AI Revolution with Jono Bacon 45:16

il y a 2 years45:16

45:16

In this episode of Peers Over Beers, hosts Chris Detzel and Nicole Saunders are joined by special guest Jono Bacon , an expert in building online communities, to discuss how artificial intelligence and new technologies like large language models will impact the future of community building. They explore how AI chatbots may take over some routine community management tasks like answering common support questions, allowing community managers to focus more on building relationships and delivering personalized experiences. However, they acknowledge the need to pivot community roles to focus less on simplistic Q&A and more on engaging users in diverse ways like facilitating thought leadership and fostering connections. The hosts also dive into the influx of AI-generated content and how it may clutter community discussions. They debate whether the onus is on community managers to moderate bot-created content or if search engines will adapt algorithms to surface high-quality human-created content. Overall, they agree community builders need to embrace AI as an accelerator for engagement but must skill up on leveraging these tools to avoid disruption. With his extensive experience across various online communities, Jono provides thoughtful perspectives on AI's potential benefits and pitfalls for community professionals. His insights help paint a nuanced picture of how to prepare communities for an AI-driven future.…

CX Nexus Podcast

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Partners as Co-Creators of Community Content 26:51

il y a 2 years26:51

26:51

Partnerships play a critical role in building successful online communities. But how can you effectively engage partners without them simply using your community as a marketing channel? In this episode, hosts Chris Detzel and Nicole Saunders dive into creative tactics for leveraging partners as community advocates. Drawing from their extensive expertise running online communities, Chris and Nicole discuss the value partners can bring by sharing expertise, creating content, leading community groups, and more. However, they also acknowledge the common concerns around partner self-promotion and emphasize the need for clear guidelines. A major focus of the episode is around measuring the impact of partner participation through goal-setting, data analysis, and surveying partners directly. Chris and Nicole stress the importance of collaborating across teams to quantify the value of partners as part of the broader customer experience. With insightful stories and actionable advice, this episode explores how partners can become co-creators and advocates for community when given the right framework for engagement. Tune in to hear Chris and Nicole’s guidance on maximizing partners’ contributions while avoiding potential pitfalls.…

CX Nexus Podcast

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Community is Everywhere - How Do You Manage It? 28:56

il y a 2 years28:56

28:56

In this episode, Christopher and Nicole discuss the idea that community exists everywhere, not just on a company's own branded community platform. They talk about how community management is evolving to be more cross-functional, with community professionals embedding in other teams like social media and customer success. Inspired by FeverBee : The ‘Community Everywhere’ Era Has Arrived: Don’t Waste This Opportunity Check out the blog: The End of Walled-Garden Communities Key points they cover: Community happens across social channels, forums like Reddit, and other informal spaces online. Companies need to think about how to participate in these spaces, not just drive people back to their own community platform. It's important for community managers to align strategies and data across all community touchpoints, though this requires breaking down silos and working cross-functionally. No technology alone can solve the problem of managing community everywhere. Human insight is still critical to connect the dots. At its core, community professionals love building relationships and connections. The challenge is balancing that with showing business value. To understand your customers, you need to know them as whole people, not just their interactions on your community platform. They conclude that managing community everywhere is complex but critical for the evolution of community management. More collaboration across the organization is key.…

CX Nexus Podcast

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Community and Customer Success: Driving Customer Engagement Through Collaboration 33:16

il y a 2 years33:16

33:16

In this episode of Peers over Beers, Nicole Saunders and Christopher Detzel have an insightful discussion about building relationships between community and customer success teams in order to drive greater customer engagement. They discuss tactics for integrating community into the customer journey from the outset, including onboarding new customers to the community. They also talk about creating aligned goals and metrics to demonstrate the business impact of community on customer success KPIs. Other topics covered include enabling customer success teams through content sharing, facilitating community events for customers, and optimizing program offerings based on data and impact. Overall, Saunders and Detzel provide a wealth of practical tips for leveraging community to enhance customer success initiatives and foster collaboration between the two teams. Their conversation offers valuable lessons for community leaders looking to strengthen cross-functional partnerships within their organizations.…

CX Nexus Podcast

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Adapting Your Community Strategy Through Organizational Changes 28:28

il y a 2 years28:28

28:28

"Peers Over Beers," hosted by seasoned community experts Chris Detzel and Nicole Saunders, is a podcast that dives deep into the world of online communities. In this particular episode, the duo explores the challenging topic of navigating change and maintaining stability as a community manager amidst management turnover and significant organizational changes. Nicole opens up about her experiences at various startups and at Zendesk, sharing insights from a roller-coaster career where she had to adapt to five different managers over a span of 6.5 years. The conversation centers around the crucial importance of adaptability in a community manager's skill set. Chris and Nicole discuss several essential strategies for managing change and uncertainty, beginning with the necessity of a clear vision for your community. They emphasize that the vision should remain constant, regardless of the organization's changes. It should inherently drive value for both the business and the end-users, being independent of any single organization. They further elaborate on the importance of documenting your community programs and their impact, along with building cross-functional relationships as internal advocates within the organization. They advocate for showing urgency, delivering results, and welcoming change rather than dreading it. Nicole's quote, "Your community should have an objective that is kind of agnostic to all of that. It should be something that drives value for both the business and the end users that is not dependent on a single organization," encapsulates their philosophy. Chris concurs, adding that community managers must consistently show the value they bring to the business. He says, "I think people do to some degree, right? I think we have to continue to build out the programs, build out the value and act as every other department does to show what value we bring to the business." They further discuss how a community manager can smoothly transition knowledge and programs through organizational changes. For instance, Nicole recommends having quarterly reports to track and showcase community progress and impact. Lastly, Chris emphasizes the importance of forging cross-functional relationships and nurturing champions within the organization, thus amplifying the influence and reach of the community manager. The episode is a treasure trove of wisdom and practical advice, offering community managers the tools and mindset they need to thrive, even in the face of constant leadership and strategic changes.…

CX Nexus Podcast

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Community Evolution: Shaping the Landscape of Business Organizations 34:46

il y a 2 years34:46

34:46

Welcome to this in-depth analysis of the podcast "Peers over Beers," hosted by two seasoned professionals, Nicole Saunders and Christopher Detzel. The engaging discourse revolves around the transformative role and significance of community in today's organizations, offering invaluable insights and perspectives for both veterans and newcomers in the field of community management. Understanding the Community Role Community Integration: The Embedded Approach The Shift to Decentralization Role of Community in Feedback Management Business Alignment and Trust in Community The Evolution of Community Roles The "Peers over Beers" podcast offers a refreshing perspective on the value of community in an organizational setup. As Saunders and Detzel articulate, incorporating a community-led model into business strategies can revolutionize traditional structures, enhance customer interactions, and drive sustainable growth. It's an eye-opening conversation that invites us all to rethink the way we understand and integrate the community within our own organizations.…

CX Nexus Podcast

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Digital Communities: Scaling User Groups with Nicole Saunders 24:28

il y a 2 years24:28

24:28

In this insightful episode of "Peers Over Beers", Christopher Detzel converses with Nicole Saunders from Zendesk about community building and user group management in a business setting. The episode commences with a light-hearted discussion about personal exercise routines in the summer before shifting gears to Nicole's extensive experience in fostering communities at Zendesk. Nicole outlines her journey from managing Q&A topics to orchestrating an all-encompassing community strategy at Zendesk. The strategy entailed merging the five product communities into a singular one to facilitate user experience. Additionally, Nicole shares her success with Ask Me Anything (AMA) sessions and webinars, which were introduced as tools for community engagement. These webinars eventually paved the way for the creation of the digital events team at Zendesk. The team hosts deep-dive sessions following product announcements, helping users understand new features better. However, the growth and popularity of these events led to the challenge of scaling, with resources being stretched thin due to increasing requests for specialized topics. To navigate this issue, Nicole and her team initiated user groups. The user groups, designed to empower end-users to host meetups, experienced enthusiastic participation. From starting with five groups, they soon grew to eleven, with some groups boasting over 150 regular attendees. The global pandemic led to these gatherings transitioning to a virtual format, yielding groups arranged around job titles or industries rather than geographical locations. Nicole discusses how these user groups were promoted using community events, forums, and even paid social media. To maintain engagement, a Customer Advocacy Program was launched to recruit volunteers desiring to be more involved with the community. On the subject of data management, Nicole emphasizes the company's responsibility in using data strictly for user groups, prioritizing trust-building with customers. The conversation culminates with a discussion on the business value of these community engagement efforts. Nicole argues that user groups significantly contribute to customer retention, revenue generation, and account expansion. This episode of "Peers Over Beers" offers a comprehensive look at the intricate process of community building, user group management, and their impact on business outcomes. It serves as an enriching resource for professionals interested in community engagement, user group operations, and the balance between customer satisfaction and business objectives.…

CX Nexus Podcast

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How Online Communities Drive Business Growth: Key Takeaways from Michael Burke and Chris Detzel's Discussion 29:32

il y a 2 years29:32

29:32

This podcast originated and is a copy from Data Hurdles episode Leveraging Online Communities for Business Growth: Insights from Burke and Detzel. In their conversation, Michael Burke and Chris Detzel explore the crucial role online communities play in the modern digital business environment. Detzel, an expert in building these communities, outlines how they offer spaces for users to connect, collaborate, and resolve product-related issues. From a business standpoint, these communities can reduce support costs, generate marketing leads, and encourage product adoption, boosting upselling and cross-selling opportunities. The discussion delves into why customers often prefer peer support from community members over professional services or support tickets. Detzel explains this preference arises from the ease of access online communities provide, creating an environment conducive to knowledge sharing and swift problem resolution. Interestingly, Burke shares his personal experience with online community participation, underlining the emotional connection it can foster towards the product and the company. Detzel builds on this point by detailing how communities allow users to share their expertise and ideas, enabling the development of long-term customer relationships. The conversation also touches on the more analytical aspect of community management. Detzel suggests that the metrics used to measure a community's success should align with its maturity level, with more established communities tracking marketing, product adoption, and customer success metrics. Burke and Detzel both stress the importance of fostering network effects within communities and discuss strategies to achieve this, such as automated emails, reward systems, and recognition. Overall, the conversation underlines the pivotal role online communities can play in business growth, providing platforms for customer feedback and idea generation, while also building trust and empathy. Despite the potential challenges in managing these communities, especially on a global scale, Burke and Detzel highlight the substantial benefits and strategies for successful management.…

CX Nexus Podcast

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Data to Dialogue: Measuring and Showcasing Community Value 31:43

il y a 2 years31:43

31:43

Welcome to the Peers Over Beers podcast, "Behind the Scenes of Community Management: Metrics Matter". Nicole Saunders and Chris Detzel give their thoughts about Community Metrics: As the world grows more interconnected and businesses strive to build authentic relationships with their audiences, community management emerges as a critical element of organizational success. But how do we measure its impact and effectively communicate this to various stakeholders? This podcast unravels the mystery and shows you the art of telling your community's story using data-driven insights. Check out: The Power of Community Metrics for Data-Driven Storytelling Join our industry experts as they share their vast experiences and dive deep into the nuts and bolts of community management. They will explore how to collect and analyze relevant data, identify key metrics, and weave a compelling narrative to highlight the community's impact. From newer community managers to veterans in the field, there's a lot to learn about building relationships, securing funding, and raising awareness about the value of community management. Moreover, we'll highlight the importance of visuals in enhancing your narrative and the channels you can utilize to share your story. In essence, this podcast will equip you with the tools and knowledge to transform raw data into an engaging, comprehensible story that amplifies the value of your community management efforts. Whether you're a community manager eager to demonstrate your impact or a business leader seeking to understand how community engagement drives success, this podcast is your roadmap. Tune in for enlightening discussions, expert insights, and actionable advice on harnessing the power of community management!…

CX Nexus Podcast

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AI in Online Communities: Pros, Cons, and Future Possibilities 24:46

il y a 2 years24:46

24:46

This Peers Over Beers discusses the potential benefits and drawbacks of artificial intelligence (AI) in online communities and customer support, as explored in a recent episode of the Peers Over Beers podcast featuring Nicole Saunders and Chris Detzel. In a recent episode of the Peers Over Beers podcast, community management professional Nicole Saunders and host Chris Detzel delved into the intriguing topic of artificial intelligence (AI) and its potential impact on online communities and customer support. Their engaging conversation touched on various aspects of AI, such as its challenges, possible advantages in content generation, and the impact on community management. This blog post will explore the key insights from their discussion, highlighting the benefits and drawbacks of AI in the realm of online communities. Challenges: AI Limitations and Historical Data Dependency Saunders began by discussing one of the main limitations of AI: its reliance on historical data. AI language models, like ChatGPT, depend on data sets that may not include the most up-to-date information. Consequently, AI-generated content could contain errors or be out of touch with current events. For community managers, this limitation necessitates staying informed and verifying AI-generated content to prevent the spread of misinformation. Potential Benefits: AI-Generated Content for Communities Despite the limitations, AI-generated content offers several advantages for online communities. Saunders and Detzel discussed how AI could assist community managers by summarizing conversations, generating show or webinar summaries, writing descriptions, and even crafting tweets. Such assistance could free up valuable time for community managers to focus on other essential tasks. However, Saunders and Detzel also emphasized the importance of caution when using AI-generated content. Community managers must validate the output to prevent the spread of errors or misinformation. AI-generated content can be a powerful tool, but it should not replace human engagement in online communities. Impact on Community Management: New Roles and Future Developments As AI and generative technologies continue to advance, Saunders suggested that new roles specializing in these technologies could emerge within community management. Detzel compared this potential development to the early days of social media when new roles like social media managers were created. The growth of AI in online communities may bring about significant changes in the field, necessitating adaptability and a keen awareness of technological advancements. Integrating AI Responsibly The insightful discussion between Nicole Saunders and Chris Detzel sheds light on the potential benefits and drawbacks of AI in online communities and customer support. AI offers promising advantages, but it also has limitations that community managers must consider. Staying informed about technological developments and being prepared for the potential impact of AI is crucial for community managers. By responsibly integrating AI and maintaining human engagement, online communities can harness the power of AI to enhance their effectiveness and efficiency. Check out Revolutionizing Online Community Platforms with AI and ChatGPT…

CX Nexus Podcast

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Metrics in Community Building: How to Tell Your Community's Story 56:49

il y a 2 years56:49

56:49

Join Chris Detzel and Morgan Wood, Head of Community at Hivebrite . Hivebrite had the chance to interview me about metrics and story telling. A powerful online community platform, Hivebrite provides top organizations with all the tools they need to build, manage, and engage their community. Enjoy! Community building is an essential part of any business, and measuring the success of community building activities is crucial to understanding the impact of these efforts. Metrics help tell an overarching community story to members and stakeholders. Basic metrics, such as registrations, page views, and organic SEO, are good starting points for tracking the health of a community. Different communities have unique stories, and identifying metrics that align with the community's goals and challenges is crucial to successful community building. When selecting metrics, it's important to understand the goals of the customer success or customer service management organization. Building a collaborative process and involving different teams will help to create metrics that resonate with executives. Creating a metric dashboard that covers the Who, What, and Why of each metric will help to tell a story that resonates with executives. Capturing and showcasing community moments is an essential aspect of community management. Using social media platforms such as LinkedIn and creating a "brag folder" are effective ways to capture positive feedback and interactions. Webinars and online events also provide opportunities to capture and showcase community moments by collecting feedback and testimonials from attendees. Balancing the hard metrics that contribute to business value with the softer, qualitative aspects of community management is key to capturing and showcasing community moments effectively. Check out the blog to learn more: The Power of Community Metrics for Data-Driven Storytelling Check out the Video here : [Webinar] How to Create a Member-Centric Community…

CX Nexus Podcast

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Discussions on Coffee, Conferences, and Community Resources: Insights from Peers Over Beers 36:07

il y a 2 years36:07

36:07

In this episode of Peers Over Beers, Chris Detzel and Scott Wilder discuss a range of topics related to the technology industry. They talk about coffee, upcoming conferences, community resources, promoting webinars and events, organic SEO, and master data management. They cover various aspects of these topics, including the importance of good governance programs and clearly defined data ownership in master data management, and creating industry-specific content to attract more visitors to a website. Additionally, they provide insights into promoting events, including word of mouth campaigns on social media platforms like LinkedIn, and the resources available on the Academy site, including podcasts, discussion forums, and learning paths. Overall, this episode offers valuable information for anyone interested in the technology industry.…

CX Nexus Podcast

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Women Leaders in Tech 50:58

il y a 3 years50:58

50:58

In this episode, we cover the topic of Women in Tech. Chris Detzel, Director of Community and Engagement at Reltio ask his guest some tough questions around the topic. Joining him is Allison Boudreau, Director, Digital Programs, Education and Community at Calix; Elizabeth Kinsey, Director of Community at Slack; and Nicole Saunders, Director of Community at Zendesk. Check out the YouTube Video: Episode 114: Women in Tech The representation of women in the tech industry has long been a contentious issue. Although progress has been made in recent years, there remains a significant disparity in the number of women holding positions in this rapidly growing sector. This article will delve into the experiences of women leaders in the tech industry, exploring ways to dismantle gender stereotypes, empower women in the workplace, and create a more inclusive hiring process. Accidental Entry: The Importance of Early Education and Mentorship For many women, a career in tech was not a conscious choice but rather a serendipitous encounter. This emphasizes the need for early education, mentorship, and community support to inspire more women to consider careers in tech. Schools and universities should introduce technology-related subjects and coding workshops to female students from a young age, while tech companies and organizations should provide internships, mentorship programs, and networking events to encourage and support women entering the industry. Empowerment in the Workplace: Growth, Development, and Fair Pay Companies must recognize the importance of providing opportunities for growth and development to their female employees. Training programs, career development resources, and mentorship opportunities should be readily available to help women advance in their careers. Equally important is addressing the gender pay gap, which continues to persist in the tech industry. Employers must commit to fair pay and promotion practices, ensuring that women are not left behind in terms of compensation or career advancement. Breaking Societal Pressures and Systemic Issues Women in leadership positions in tech often face societal pressures and systemic issues that create barriers to their success. Traditional gender roles may require women to shoulder a disproportionate share of household responsibilities, limiting their availability for career advancement. Moreover, women-led companies frequently struggle to secure venture capital funding, as they are often unfairly perceived as riskier investments. To break down these barriers, society and the tech industry must recognize and address the existing gender biases and work towards creating a more equitable playing field. Overcoming Gender Bias in the Workplace Despite increased awareness, gender bias remains a pervasive issue in the tech industry. Women often face challenges when negotiating salaries, asserting themselves in meetings, and feeling like they truly belong in their roles. Building strong networks of allies and mentors can provide crucial support and guidance, while fostering a work culture that allows individuals to express themselves authentically and communicate in a manner that suits them can help level the playing field. Implementing blind hiring processes can also contribute to a more equitable recruitment process, free from gender-based bias. Creating an Inclusive Hiring Process A truly inclusive hiring process is essential for fostering a diverse and inclusive workplace in the tech industry. To achieve this, companies should ensure that women are well-represented on interview panels, create welcoming interview experiences, actively recruit women at the executive level, and celebrate trailblazers and mentors. Breaking down gender stereotypes, empowering women in the workplace, and creating an inclusive hiring process are all vital steps in building a more equitable work environment for everyone in the tech industry. By addressing these challenges head-on, we can create a more diverse, inclusive, and innovative sector. It is high time for the tech industry to make a conscious effort to cultivate an inclusive environment where women can not only survive but also thrive and lead.…

CX Nexus Podcast

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How Community Can work with Product Teams 36:59

il y a 3 years36:59

36:59

In today's competitive market, fostering strong customer relationships is crucial for a company's success. One approach to achieving this is by building a community that collaborates with product teams to drive growth and innovation. Lauren Clevenger, Global Head of Seller Community at Square, and Chris Detzel, Director of Customer Community and Engagement, shared their insights in a Peers Over Beers conversation on how to work effectively with product teams to create a thriving community. The Importance of Strong Relationships Between Community and Product Teams: In a B2B context, establishing robust relationships between the community and product/engineering teams is vital. These connections facilitate the creation of content around product success, releases, and future requests. The speakers also addressed the challenges of implementing an ideas platform within a community, sharing their positive experience with a community event called Dinner Five, which fosters strong bonds between community leaders. Integrating Community Engagement into Market Strategy: Drawing from her experience managing community programs at Bigcommerce, Lauren emphasized the need to incorporate community engagement as part of a company's overall market strategy. Online community platforms provide a space for technical individuals to discuss product-related questions and receive support from product managers and engineers. Inviting community members to participate in product release events and hosting educational community shows about new features can drive engagement and create value. Overcoming Challenges in Building Strong Relationships: The speakers highlighted the necessity of making it easy for product and cross-functional teams to collaborate, stressing the need for enthusiasm and promotion by the product managers themselves. Sharing their experience in producing webinars for product releases, they discussed the tactical work involved, such as crafting titles, descriptions, and promotional content. To foster strong relationships, it's essential to understand the workflows and tools of product managers, reducing friction and offering support in content creation. Creating Engaging Content to Drive Community Success: Developing captivating content is crucial in attracting new members and improving SEO. Considering the community's needs and interests when creating content is key, as referenced in a talk by Bridget from Atlassian on content strategy for communities. Aligning new programs with existing community goals and exercising patience while building a community are also essential components of success. A thriving community can help companies engage with their customers on a deeper level, driving success and fostering innovation. Collaborating with product teams, understanding their workflows, and creating engaging content are all necessary steps in building a community that benefits both its members and the company. While challenges may arise when working with product and leadership teams, adopting a collaborative approach with patience and persistence can lead to a successful community that contributes to the company's overall success. Check out: Fostering Thought Leadership: Enhancing Communities YouTube Channel episode: Episode 113 - How Community Can work with Product Teams Get to know Lauren Clevenger , Global Head of Seller Community at Square…

CX Nexus Podcast

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Holy Cow! Adrian wrote a Community book! “The Accidental Community Manager” 35:46

il y a 3 years35:46

35:46

Check out Adrian's Website Amazon: The Accidental Community Manager Check out the YouTube Video

CX Nexus Podcast

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Walking into an Existing Online Community with David (Historian) DeWald 31:03

il y a 3 years31:03

31:03

In this episode, Chris Detzel, Director of Customer Community and Engagement at Reltio talks to David, the original Historian, DeWald, Community Manager at Ciena about how he use to build online communities from ground up. He describes in detail why he wanted to go into an existing community, already built, and get experience in taking over an existing community. Human interaction has always revolved around communities, and in today's digital age, they have become even more integral to our lives. Building and managing thriving communities calls for a unique set of skills and knowledge. In this blog post, we'll explore the experiences of veteran community managers David DeWalt and Chris Detzel, delving into their strategies for tackling the challenges they encounter while building and managing communities. Building a Community from Scratch David DeWalt's journey began in 1998 when he founded The Dungeon Siege Historian, a fan site dedicated to tracking the development of a video game from inception to release. As the site evolved and merged with others, it ultimately became Planet Dungeon Siege. David's experience in building a community from scratch illuminated the importance of engaging with all company departments, comprehending stakeholders' needs, and determining the best approach to community building. Inheriting an Existing Community David also has firsthand experience in inheriting pre-existing communities. He acknowledges the challenges associated with this process and emphasizes the importance of community managers having ownership of the platform and a strong say in its management and direction. The Challenges of Community Management Managing a community is a multifaceted and demanding task that calls for a diverse skill set and comprehensive knowledge. Community managers must familiarize themselves with existing processes and procedures, pinpoint internal champions, and establish connections with internal stakeholders to understand both the organization's and the community's needs. Additionally, they must strike a balance between catering to the community's requirements and prioritizing organizational objectives. Building a Successful Community To build a prosperous community, the initial step involves connecting with individuals and engaging in conversations with key stakeholders. Hiring the right community leader is crucial, as their expertise and innovative ideas will contribute to shaping the community's direction. Effective communication, cross-team collaboration, and a willingness to learn from mistakes are indispensable strategies for cultivating a Creating and managing a successful community is a continuous process that demands commitment, dedication, and a growth mindset. By implementing the insights shared by David DeWalt and Chris Detzel, organizations can develop robust, dynamic communities that captivate members, spur growth, and support the achievement of business goals. Community managers must recognize the significance of collaborating with all company departments, taking ownership of the platform, liaising with internal stakeholders, and balancing the community's needs with organizational priorities. Effective communication, teamwork, and embracing errors are vital strategies for fostering a successful community. Check out: Building Online Communities: Engagement Strategies that Work Find David, (Historian), DeWald here: https://www.linkedin.com/in/historian/ Check out his page here: https://thecommunitymanager.com/…

CX Nexus Podcast

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Community Operations with Tiffany Oda, Director, Community Operations at Venafi 31:57

il y a 3 years31:57

31:57

" Community Operations: The Behind-the-Scenes Powerhouse ," " The Value and Impact of Community Operations Management," and "Operational Excellence in Community Building." This PoB highlights the significance of community operations in managing digital and social platforms, community building, and achieving business objectives. Community operations encompass various tasks such as establishing processes, scaling the community, managing technology, and ensuring community engagement and moderation. It involves working with a technology stack that includes community platforms, CRM systems, customer success platforms, marketing automation tools, support portals, and product ideation tools. The effective management of community operations can have a substantial impact on business goals, including case deflection, customer health scores, upselling, cross-selling, and renewal rates. The role of Community Operations Managers is gaining recognition due to their ability to streamline processes, manage data, and enhance operational efficiency. They serve as a bridge between the community and the business, aligning both sides towards achieving organizational goals. The emergence of specialized roles in community management, such as Community Operations Managers, allows for efficient division of labor and comprehensive management of operational aspects. The integration of customer success operations and community operations has become a notable trend, promoting operational excellence and improved customer experiences. Embracing discomfort and constantly seeking growth are essential for Community Operations Managers to adapt to changing landscapes and drive communities and businesses to new heights. Operational efficiency is crucial in community building. Understanding different systems, utilizing data effectively, and implementing changes at the right time are key challenges. Building a community from scratch requires strategic planning, involvement of project managers, and educating the entire organization. Streamlining community operations involves identifying bottlenecks, improving processes, and emphasizing efficiency. By evaluating the tech stack, data availability, and prioritizing operational improvements, dedicated operations personnel can increase productivity and efficiency within the community. Overall, community operations management is vital for successful community management, business outcomes, and operational excellence. Strategic thinking, timing, and continuous improvement are essential for creating thriving communities.…

CX Nexus Podcast

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Episode 109 - Vacation Matters and The Intersection between Community and Business Needs 42:14

il y a 3 years42:14