CRM initiatives used to be rightly considered to be the most challenging Enterprise Software undertaking by many people in business, yet many companies dipped their proverbial ‘toes” into this dangerous “water”. The reason is, that when these initiatives do succeed, the return on investment is very fast and spectacular. During the last few years rates... More »Unlocking Value of the CRM Part 1
If you are regular reader of this blog you may remember that I set-up a business bank account with Barclays Bank and shared my experience: Barclays Bank: what are the customer experience folks up to? Barclays Bank: what are the customer experience folks up to? (part II) If you read those posts and come away... More »Customer Experience: How to Delight and Disappoint a Customer
Would you shop here if you didn’t work here? Sounds like a simple question, right? Would you shop here if you weren’t being paid by this company? Would you prefer a Mini Cooper, but work at Ford? Would you try Six Flags if you didn’t work at Disney World? Easy questions? Not really. It’s the... More »Would You Shop Here If You Didn’t Work Here? Four Steps to Employee Advocacy
Most company executives don’t think that their accounting department is in the Customer Experience business. True, very few members of financial management teams normally have a reason or opportunity to communicate directly with their company’s customers unless they have to chase accounts receivable problems. The new CFO of a start-up I was working for took... More »Customer Experience is Everybody’s Business – Connecting the Dots
I don’t know everything about content marketing – no one does. Sometimes we are tempted to think we do but when the truth comes home there is always a lot more to learn about content marketing’s role on the social web. The concept is constantly evolving and we content marketers will strive to perfect it... More »12 Common Misconceptions About Content Marketing
A few months ago, I asked a speaker, who represented herself as a ”marketing guru,” for an example of an excellent brand because she spoke about brand equity and brand reputation management. I could not relate these terms to actual processes involved. Without hesitation she answered, “Sony! It is one of the most valuable CE brands.”... More »The Essence of Brand and Customer Experience
Better…stronger…faster. No, it won’t turn them all into the Six Million Dollar Man but as the character Oscar Goldman said, “We have the technology. We have the capability to make him (or her!) better than he was before.” Inbound Marketing won’t give your sales team bionics but it may seem like it. We define Inbound... More »How Will Inbound Marketing Change the Way My Sales Team Works?
Inbound is so hot right now. One of the most-discussed topics among marketers right now is the recent release of marketing automation software provider HubSpot’s annual report. Over 3,300 participants from 128 countries worldwide weighed in on how their organizations are adopting current marketing trends, tactics, and practices, and what really drives results. Join us... More »Current Inbound Marketing Trends: 10 Things You Didn’t Expect
In the world of digital marketing Google is the king. If we’re talking Game of Thrones style, Google Adwords is like house Lanister, maybe not a blood thirsty as Joffrey, but still has the control of the purse. Analytics, Merchant Center, and Wildfire are like Stannis, Rob Stark, and Daenerys Targaryen all fighting for their... More »Creating the Ultimate Google Adwords Ad, Game of Thrones Style
Great Marketing Communications (MarCom) is a bit of a mystery. It evokes emotions to which we connect a brand and lets us dive deep into another world for a few moments. In contrast, a Gartner study projects Chief Marketing Officers will invest more in information technology than the information technology department itself by 2017. Hell... More »Marketing Automation: Bytes Versus Minds
Customers don’t take well to change—particularly price change. Credit card processing companies in January assigned merchants a new transaction fee after previous restrictions resulting from a 2012 lawsuit had lifted. Large retailers won a $7.25 billion settlement over credit card companies Visa and Mastercard and several large banks, according to CNN.com, forcing them to reduce... More »Avoid Charging Your Customers New Card Processing Fees
Drawing the Line with Structured Data Markup SEOs spend countless hours poring over data, searching for ways to boost their clients’ rankings, search visibility, and click through rates. If there were a single tool that could improve all of these things at once, you’d think that people would be all over it, particularly if that... More »Schema.org: Effort, Impact, & ROI
Setting up an e-Commerce site can be pretty daunting. Fortunately, there are loads of frameworks and systems out there that will help you to build a shopping platform. They range from the very, very easy, up to the very, very powerful, with plenty in between. In this article, we’ll introduce and compare some of the... More »How to Get the Right CMS for Your Online Shop
“The shorter and the plainer the better.” –Beatrix Potter “Brevity is the soul of wit.” – Shakespeare Minute by minute, a dizzying amount of data is created in this content-driven world. (Don’t believe me? Check out this infographic from DOMO ) And as PR folks, we’re under the gun to get the message across –... More »5 Elements Of An Effective Press Release
Enhanced Campaigns Are Here! Wait … Am I Making More Money? When switching to Enhanced Campaigns – which will be required for all AdWords users within the next few months – I would advise all advertisers and managers to remember that any drastic changes that happen quickly and suddenly are most likely to go poorly.... More »Some Cautionary Notes on Upgrading to Enhanced Campaigns
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