Customer Service Best Practices I just returned from speaking at the International Franchise Association convention. This was my sixth year speaking at this great organization’s conference and I decided it should be more of a conversation than a speech. While there was plenty of content in the session, I asked our audience members to share... More »Turn Angry Customers into Customer Evangelists
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With the adoption of laptops, tablets and smartphones, we’re now able to consume content, especially video, whenever and wherever we want. Video content has become a driving force for the Web. In November of last year, comScore reported that 87.1 percent of all Internet users in the U.S. watched an online video. It’s no surprise that many of these... More »The Rise of Online Video Advertising
Content marketing is all about building trust and loyalty by delivering helpful information to your audience. While we’ve only just been calling this strategy “content marketing” over the last decade or so, brands have been building these relationships for a long time. - Harley Davidson’s The Enthusiast was first published by the motorcycle legend in... More »Give Away your Knowledge, Gain More Business
For those not familiar, Google Trends is a free tool that allows users to explore trending search queries and compare search terms by interest over time. You can dive into geographic trends, trends by category (Shopping or Beauty & Fitness, for example), and trends by product (Web Search, Image Search, News Search, Google Shopping and... More »Google Trends: “Customer Service” Gains Popularity As a Search Term
We’ve heard it time and time again – companies need to engage in corporate social responsibility (CSR). But with the New Year, maybe brands can look at CSR in a slightly different way. Instead of just partnering with an organization or giving to a charity, brands should consider taking it one step further and really... More »Why Brands Should Give a Little More This Year
Skeptics say email marketing campaigns are a dying art, but they couldn’t be more wrong. Email is still the number one preferred means of contact by customers and the number of customers agreeing to receive special offers from companies is actually increasing. All marketers have to do is create the perfect email campaign for their audience.... More »Email Marketing In A Nutshell
Remember when the term “junk mail” referred to unwanted catalogs and coupons that you somehow were signed up to receive? Some even went as far as to only say “To Current Resident” before your address, not even bothering to learn your name. Well, today there is a whole new form of junk mail we receive,... More »Reduce Visitor Anxiety, Be Prepared!
Brand names carry deeper meaning in China than elsewhere, so you need to make sure that yours tells the right story. More »How to Pick the Right Chinese Name for Your Startup
I went out with some old college friends this weekend for a rare night on the town. Yet, despite the fact that we hadn’t seen each other all in one place like that for almost two years, most of the night was spent with nearly all of us doing just one thing: Staring at our... More »Glued to Your Smartphone? Unified Communications are for You
Sales and Marketing integration. It’s such a nice theory, but yet in so many companies, the Sales team isn’t happy with the amount or quality of leads being generated by Marketing. Marketing is frustrated that salespeople won’t give them the time of day, never mind appreciate that Marketing exists for one reason: to support Sales.... More »Are your Sales and Marketing Teams Playing Nicely Together?
When journalists call me to evaluate sales numbers during a specific cycle, they usually want to talk about simple year-over-year comparisons. But those are the wrong conversations to be having. Instead of measuring the year-over-year sales change of a product or a sales campaign, we need to be adopting a more customer-centric line of thinking... More »Rethinking Product Impact Through the Lens of Customer Centricity
A video featuring what appears to be a working hoverboard has been debunked, but the hype it generated shows how powerful viral ads can be. More »That Hoverboard Video Was All a (Clever and Innovative) Hoax
It’s the latest craze, the emerging brand sponsored content site where companies pump out content off of their corporate website with the hopes of connecting to their target consumer in a way that doesn’t feel “Salesy” Visit sites like Forbes or Inc. and find brand sponsored content from global companies like SAP, Disney and EMC... More »The Rise Of Brands As Media Companies
Online reviews are now essential to most shoppers’ purchasing decisions – and that’s exactly why you cannot afford to ignore them any longer. Online reviews are essential The statistics are clear – online reviews are now an essential part of the consumer’s buying process: 79% of consumers trust online reviews as much as personal recommendations.... More »The Pitfalls of Online Reviews
“Myths are public dreams, dreams are private myths.” Joseph Campbell, the late author and expert on mythology, said this and I agree. We tell ourselves myths to survive. Societies create their own mythologies to make sense of the world. Businesses are no different. There are myths about customer experience which come up over and over... More »10 Myths Which Persistently Stifle The Truth About Customer Experience