It’s no secret that Facebook’s organic reach is on the decline. You can’t read a social blog post or tutorial without hearing the issues of organic reach plummeting. Facebook post reach is as low as 2% for large brands. With all the work many social marketers and brands have put into growing their Facebook audience... More »The Marketer’s Survival Kit for the Facebook Reach Decline
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A little over ten years ago, much ado was made about an effort to bridge the gap between the PC and the video game console. That effort was dubbed “The Phantom,” and many millions of dollars were dumped into the project, which went down in history as one of the most notorious instances of “vaporware”... More »10 Years Later: Was the Phantom Console a Good Idea?
Remember the days when phones were mainly used to make calls? Me neither. Now that mobile phones have texting, the web, and Candy Crush, it’s easy to overlook that they can actually be used to communicate directly with other human beings. As marketers, we’ve seen the smartphone become a staple in everyday life, so we’re... More »The Mobile Future Demands Marketers Get Back to Basics
Great customer service is an important element of any successful business. But for small businesses, it’s absolutely critical. Large companies have many resources at their disposal to build an image and make sales, including dedicated marketing teams, branding consultants, and large advertising budgets. But small businesses rely on repeat customers, word of mouth, and referrals... More »5 Common Small Business Customer Service Fails
Contact centres are changing the way they operate. With various new technologies and online services now available, those centres that do not adapt to the new digital environment are unlikely to survive. People are communicating with each other in a different way, across various online platforms, and so call centres, if they want to remain... More »10 Things That Could be Killing Your Call Centre’s Effectiveness
What does the second law of thermodynamics have to do with hiring? A lot, really. For those of you who have not been brushing up on your physics lately, one of the takeaways of the second law of thermodynamics is that no system can be totally efficient. So, for example, all the energy possible in... More »The Inefficiencies Of The Hiring Process – And How To Fix Them
Security is something you never really think about until something goes wrong – then it unceremoniously catapults to the top of your ‘to-do’ list! The trouble is that once that happens, the damage has already been done. I’m talking about a security breach within your point of sale environment (where you’re swiping credit cards) which... More »5 Steps to Secure Your Retail Store
A strategic marketing plan is crucial for any business. Without it, a company could be wasting time or money without measuring the true impact of their efforts. Creating the right strategic marketing plan for your business involves performing an annual comprehensive review of markets and opportunities, then making long-term decisions without the distraction of every... More »Understanding Strategic Marketing and What It Can Do for Your Business
Tuesday was a terrible day for the New York City Police Department. Specifically, the people responsible for protecting and serving the department’s reputation made a pretty big gaffe on Twitter, and 24 hours later, the damage continues. While it’s all too easy to chuckle at mistakes like this and move forward as though nothing important... More »Reputation Management Lessons from the #myNYPD Fail
I returned home from a conference and got off the tram at Denver International Airport and took the escalator up to the top level, where the first person I saw was an elderly gentleman in a cowboy hat who greets arriving passengers with a hearty “Welcome to Denver!” This is followed by an earnest, “How... More »Why is 76 Year Old Roger Gulkinson Still On Fire at Work?
If you’ve been thinking about a website redesign, chances are good that you’ve been reading about various techniques to optimize your site for mobile devices. In order for your site to be successful, it’s extremely important to consider how your website will look and how your message will be conveyed on the smallest of screens.... More »Thinking “Mobile First for Your Website Redesign
Facebook never exactly hide away from announcing controversial new features (see: Graph Search), but their latest app update could be their creepiest yet. The social networking giants began rolling out the “Nearby Friends” feature to US users last week, a tool that allows you to be notified when your Facebook friends are nearby. It adds... More »Nearby Friends…Facebook’s Creepiest Feature Yet?
Facebook’s advertising platform, Power Editor, has received an overhaul throughout the last two months. Upgrades have been made to not only structure their portfolio more efficiently, but also reach their desired audience more effectively. Broad Categories have been phased out. Precise Interests are outdated. Facebook is now paying closer attention to more of your online... More »Warning: Facebook Is Now Marketing to Your Behaviour
There was a time when a new social media platform would simply replace its predecessor, but at present there are numerous sites all sharing the same user base. This would lead many businesses to believe that they need to be visible on all of them in order to maximise the impressions they leave on their... More »The Need for Social Media in Creative Industries
We’ve all had days when we see nine emails on a topic and we know that if we could just talk, we could save ourselves another dozen messages that need to be read, responded to, sworn at, and filed (or deleted)! Back in the days before email (for all of you born after 1975, I... More »Start Meetings Quickly And Keep Them Short