When I think about what we’ve done recently to improve our customers’ experience with Cisco, the Cisco Support Website immediately jumps to mind. The web team actively consults customers and seeks new ways to improve the web support experience. I’ve invited Glenn Schleicher, who leads the team, to discuss our software download initiative and the impact our customers are seeing.
By Guest Contributor Glenn Schleicher
As we try to fully appreciate how online pain points affect you, stories like this one really stick with us.
The “Overnight Wiring Closet” Remedy
Imagine that you are Cisco partner “Bill,” who shared this method for getting large UCS software images: At the end of his day Bill would leave his laptop in his last customer’s wiring closet, start the download for the image he’d need the next day, hope it wouldn’t be interrupted overnight, and then retrieve the laptop in the morning before traveling to his next customer’s network upgrade.
Surely Cisco can do better than that in distributing software for its product lines. Read More »
Remember the ad slogan, “Membership has its Privileges”? The same rings true for Cisco partners. When you log in to Cisco.com, you’ll find content specifically created to help you learn, sell, and promote your brand as a Cisco partner.
When you log in, you’ll see we enhanced Partner Central (which contains information on certifications, specializations, offers, incentives, and more) and have also greatly expanded partner content throughout the Architecture and Product areas of the site.
When you see, for example, the “For Partners” tab at the top of a page, or “Partner Resources” along the left side of a page, click and log in to access partner content for a specific area, product, or service—including sales guides, marketing and demand generation campaigns, and competitive information.
We also offer an additional experience when you visit the “Support” and “How to Buy” sections of the site (you must be logged in as a partner for access). There you’ll find valuable links to partner-only tools and content—including content that is specific to you as an individual, if you have taken advantage of the MyCisco Workspace.
This video gives you a brief tour of Cisco.com and what’s available to you when you’re logged in as a partner.
Here are some helpful tips to keep in mind when you visit Cisco.com: Read More »
Who is running digital marketing in your company? Your company’s social media team? The web marketing team? The product marketing team? Your bloggers?
Truth is, everybody in your marketing organization should be engaged in digital marketing today; the marketing message, vision and goals of your company should be reflected in everything your employees do that is related to the product and your customer.
With that being said, wouldn’t it make sense for your marketers pertain to understand how these digital channels come to life? Wouldn’t an educated and able internal workforce help you build integrated marketing programs and break down silos?
Here at Cisco, our answer was yes. And with that the Digital Marketing Forum was born. The Forum provides a communal place where we can demonstrate, educate and enable our internal workforce to use digital marketing, while encouraging best practices and the opportunity to share learnings.
After successfully pulling off our first Forum, we want to share 10 tips which will help you plan yours:
Get executive commitment. Work with your executive team on topics and get their support for the forum.
Make it count. Research the groups that should be invited, gather email alias and names and send out a save the date ahead of time. Be aware of global teams and their time zones.
Plan for success. Treat this internal event as you would any external event and plan ahead of time with firm deadlines.
Pick one topic or message. Don’t overwhelm your audience, keep it to one simple message or topic of great importance.
Be flexible. Have a back up plan in case a speaker or topic falls through.
Be mindful of the event length, date and time. Try to limit your event to 2 hours maximum and pick a day and time of the week that is not crazy busy (don’t try to get people Monday morning… )
Put on your teacher hat. How can you present your learnings and best practices so people can easily follow and remember? What worked for us was 10-minute case studies.
Use digital channels. Make sure mobile and onsite workers can attend through online channels.
Get an outside speaker. Share industry thoughts and knowledge from a different perspective; define topics beforehand.
Evaluate and adjust. After the event solicit feedback trough surveys, polls, chats, comments on your community sites; ask people for ideas and new topics.
In the “We’re Listening” blog series, we continue to look at the transformative measures taking place across Cisco to improve your experience working with us. In this installment, Martin Hardee joins us to talk about recent changes to Cisco.com and our mobile web, and how his team uses your feedback to zero in on the right areas for improvement. Martin is Director of Web Marketing and Strategy, focused on Cisco’s efforts to improve the overall Cisco.com experience.
By Guest Contributor Martin Hardee
It’s a familiar frustration: you come across a website link that goes nowhere, or you go to download an image and have enough time to make coffee AND drink multiple cups. These days, you can’t afford to wait. It’s about getting what you need quickly and easily. Read More »
Here’s something I think you’ll like: Rich information about the entire Cisco product and services portfolio is now available free in a smartphone-friendly format.
This update includes:
More than 7,000 product series and model pages for mobile access
Complete coverage for Services products
More than 1,180 product oriented videos now playable on mobile devices for the iPhone and Android platforms. (We’ve converted 31 GB worth of videos!)
Links to data sheets and other key information that you can browse to quickly, in both HTML and PDF format.
You can access it from your mobile smartphone start at m.cisco.com. We’re treating this like a “Beta” — primarily because we are still working on table treatments — and tuning every day. But I know you’ll find a lot to like here when you’re on the go.