In this era of the digital economy will the human interaction become less important? No, I don’t believe that. I often feel empowered when using the web and my smartphone, but equally often I feel disappointed when a service provider’s brand promise is broken when I enter their premises and interact with their staff. Therefore... More »The Surprising Gap in the Modern Customer Experience Business
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Huge Expenses Labor is typically the largest expense of most organizations. Typically, businesses have a labor cost of between 20 – 50% of total revenue according to SHRM. Therefore, controlling these costs and staying on budget can mean a big difference when profits are balanced out. The first step to being able to manage labor budgets... More »How to Manage Labor Budgets Through Efficient Scheduling
If you manage your company’s DR processes and plans, you’re already intimately involved in the technical nuances of your technologies and vendors. However, a successful plan requires total company buy-in, including that of your leadership team. When your C-level executives and the Board of Directors ask about your DR plan, they want your answers to... More »5 Questions You Need to Answer About Your DR Plan
Google has taken down two Polish link networks, according to Matt Cutts. In a tweet about the situation, Cutts said that they aren’t done with Germany yet. Not done with Germany yet, but we just took action on two Polish link networks + a reminder blog post: http://t.co/p4tHWx5vHF — Matt Cutts (@mattcutts) February 24, 2014... More »Google Cracks Down On Polish Link Networks
In this three part series, we will cover how to identify when customers are visiting your website, tips on how to optimize their content experience to drive revenue from existing customers and how Blackbaud increased conversions using customer content personalization. In part 1 of this series, we covered how to identify when customers are visiting... More »How to Optimize Your Website to Drive Revenue from Existing Customers, PART 2
It’s a pretty difficult decision to decide to hire a paid search professional after you’ve spent countless hours attempting to manage your own paid search and build you own expertise within this particular realm of advertising. I mean, they’re just static text or image ads that you set and forget – what could a full-time... More »5 Commonly Overlooked Questions You Must Ask Before Hiring a PPC Agency
Are you annoyed by people who immediately point out flaws? So am I. This is especially true when someone creates a numbered list of flaws, as if there were a lot more to mention but they were sparing me by shortening the list. That said, here’s a list of six mistakes a lot of people... More »Six Content Mistakes People Make On Their Websites
It’s been all over the news and social media. Facebook acquired global chat application WhatsApp for the sky-high price of $16 billion. Yes, that’s right, with a “B”. That’s sixteen times larger the acquisition cost that Zuck and co. paid to Instagram! If you’re unfamiliar with WhatsApp, it’s essentially a tool like iMessage or BlackBerry... More »Facebook’s Acquisition of WhatsApp is All About Audience Expansion
If you’ve been paying attention, you know that focusing on Youtility and marketing apps is going to drive your business and grow your leads in 2014. The use of both of these will allow you to really focus on improving the customer experience. As we’ve said before, customers don’t want to just “land” somewhere —... More »3 Ways to Provide Youtility with Configurators
How do you describe yourself? What’s your job title, the letters that hangout behind your name or how do talk about yourself on a first date? Human beings love labels. We categorize. We put people (and ourselves) into tidy boxes that describe them perfectly (or not so perfectly). It’s how we make sense out of... More »Ditch Labels that Don’t Fit
You never get a second chance to make a first impression. That’s why your website’s homepage is one of the most important pages on your site. Your homepage is often the first touch point with a potential customer and the starting point where they try to understand your company and what you offer. The Problem... More »Using Video To ‘Skyrocket’ Your Homepage
Time and time again, the ROI of email marketing has been proven to be the highest out of any marketing channel, but which platform is the best to use? To answer this question, we conducted a detailed analysis of the two top email marketing systems: MailChimp and Constant Contact. I. The Importance of Email Marketing... More »Which Email Marketing Platform is Best for Your Business: MailChimp or Constant Contact?
What’s with brands getting cheeky in their commercials, you wonder. If mocking your competitor makes you look any better than them and gets consumers flocking to you, than it’s worth the mockery. But, that hardly ever happens. If your competitor is as cheeky as you, it can boomerang and they could end up with the... More »On Wafer Chocolate Wars. Cadbury Perk Or Nestle Munch, Who Won On Social Media?
Media interviews can be tough. Whether you are in front of the camera as the expert, or a PR pro behind it, constantly refreshing your skills makes a difference. Posts abound on how to prep for it, how to take control, what to wear and not wear, make-up tips and how to avoid looking nervous,... More »Media Interview Tips: Guyliner, Sound Bites & Prepping For HDTV
Simply put, customer experience is how your customers perceive their interaction with your organization. CEM or customer experience management is the line of business where we organize and manage the customer service actions and business operations to enhance the customer’s perception of their interaction with the organization. This infographic by CustVox, now owned by SandSIV,... More »What is Customer Experience? [Infographic]