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CeciliaEdwards

Don't forget to include marketing as part of your community launch #Tellicast @kateleggett 10:02 AM May 22nd via TweetDeck
@Cox_Comm engaged their finance department early to help shape the business case for their community #Tellicast 10:01 AM May 22nd via TweetDeck
Customer service, product management, and product marketing work together on @KaseyaCorp community #Tellicast 10:00 AM May 22nd via TweetDeck
20% (and growing) of users accessing community via mobile devices #Tellicast @Cox_Comm 9:59 AM May 22nd via TweetDeck
Customer Experience Formula: Listen | Engage | Be transparent | Make it personal #Tellicast @cozthegrov 9:55 AM May 22nd via TweetDeck
@KaseyaCorp was able to implement a success #Telligent community and have it rolled out in a month with little resources #Tellicast 9:52 AM May 22nd via TweetDeck
@KaseyaCorp, there is an increase in questions be answered without company intervention #Tellicast @cozthegrov 9:50 AM May 22nd via TweetDeck
Telligent Analytics helped @KaseyaCorp see that 65% of sentiment in their community is positive #Tellicast 9:49 AM May 22nd via TweetDeck
Transparency increases when all customer conversations (and company responses) are indexed by Google #Tellicast @cozthegrov 9:47 AM May 22nd via TweetDeck
Prospects are engaging in support community ahead of their purchase #Tellicast @cozthegrov 9:46 AM May 22nd via TweetDeck
Customer support/customer experience is the new marketing #Tellicast @cozthegrov 9:43 AM May 22nd via TweetDeck
Support was overwhelmed by new product and customers not well informed. Community to the rescue for @KaseyaCorp #Tellicast 9:42 AM May 22nd via TweetDeck
@KaseyaCorp started their community in 2010 as a closed, unmoderated customer community #Tellicast 9:41 AM May 22nd via TweetDeck
Must optimize forum experience for mobile users #Tellicast 9:34 AM May 22nd via TweetDeck
@Cox_Comm will reach out to active and passionate community members to form a VIP community #Tellicast 9:33 AM May 22nd via TweetDeck
Telligent's Facebook plug in is attractive to @Cox_Comm #Tellicast 9:32 AM May 22nd via TweetDeck
Telligent #TELLICAST: @Cox_Comm is on track to shift 12% of existing contacts from the call center to online self service by 2013. 9:30 AM May 22nd via Sprout Social Retweeted by CeciliaEdwards and 4 others
Forums allow @Cox_Comm to give customers their own voice and a feedback loop #Tellicast 9:30 AM May 22nd via TweetDeck
Crowd sourcing is a great business driver for forums-allow passionate customers to help others #Tellicast 9:29 AM May 22nd via TweetDeck
@Cox_Comm has been able to use forums as an early warning system-can react the same day problems are seen. Many calls avoided #Tellicast 9:28 AM May 22nd via TweetDeck

Name Cecilia
Location Texas
Web http://www.cecili...
Bio SVP, Client Services @Telligent focusing on online communities. Seasoned strategist, habitual problem solver, maniacal value creator. Tweets are my own.