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KANA Software
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Check out part two of our recent blog: How to Understand Tomorrow’s Customer Today!

Read what Thinkjar analyst, Esteban Kolsky have to say about some interesting trends among Customer Service organizations in his latest report.

http://bit.ly/1inkwEo #cx   #custserv  
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KANA Software

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It is a C level title that is becoming more & more popular. The Chief Customer Officer now has an important seat at the boardroom table.

The CCO has his or her hand in all aspects of the company, if nothing else than to ask the right questions & keep the company focused. An effective CCO creates a sense of harmony b/w the company & the Customer!
#cco   #custserv   #cx  
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+KANA Software Thanks for sharing!
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Here are a few inspirational quotes we'd like to share with you today:

"Let go of certainty. The opposite isn't uncertainty. It's openness, curiosity & willingness to embrace paradox." 
- Tony Schwartz, President and CEO, The Energy Project.

"An organization's ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage."
- Jack Welch, Executive Chairman of the Jack Welch Management Institute

"Your most unhappy Customers are your greatest source of learning."
- Bill Gates, founder of the Microsoft Corporation

"The simple act of paying positive attention to people has a great deal to do with productivity." 
- Tom Peters, Co-author of "In Search of Excellence"
#custexp   #ensw   #biztips  
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Here's a Great mantra for any day! The most important decision you make is to be in a good mood! #biztip   #leadership  
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Great articles are not so easily discoverable today, but here's one we'd really like to share with you! 

This is a fascinating article about what the Greatest Brands tend to have in common, have a look!

http://bit.ly/O2fzVC #biztip   #brand  
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KANA Software

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"The true value of an action is not measured by whether it is successful or not, but in the motivation behind it."

Here's a great article by Michael Maoz via Gartner: All that a CIO Needs to Know about CRM was said by the Dalai Lama: http://gtnr.it/1qFZcMY
#cio   #crm  
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Tick-tock -- don't miss your chance to win a $50 gift card in our 4/15 drawing! Our retail consumer survey will be live through April 11 at 5 PM, Pacific time.

Be sure to take our 5-minute survey here: http://svy.mk/1ndwwcp
#retail    #survey   #custserv  
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When it comes to Customer Service decisions, do not use the words rules and policies. 

A better word might be guidelines. Or, if you insist on using the words rules and policies, you must get Employees to understand the spirit of the meaning behind them!
#custserv   #cx  
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Is it any wonder that poor Customer Service triggers negative feelings in us? Check out this great article about Service Mistakes & the effect poor Service has on the Customer's mind!

#cx   #custserv   http://bit.ly/1hG3367
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Tip of the Day: 

What if your shortcut isn't really a shortcut? What if the only shortcut is actually sitting yourself in the chair & doing the work, or walking across to your boss’s office to have the awkward conversation?

Sometimes the best workaround isn't to find a workaround at all. You may end up wasting time by trying to manage the effects of the drip. Try solving the problem head on!
#biztip  
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Experience Counts
Introduction
At KANA we understand the value of great customer service experiences. As a recognized leader for customer service software solutions, for more than 20 years we’ve focused on helping over 900 large enterprises and mid-market organizations to deliver both differentiated and personalized experiences that count.