It was my original plan to regale you with some hot tips on capturing the perfect image on your fabulous smartphone. But then a couple of snivelling halfwits from Google and Codenomicon threw my big idea into disarray by discovering a security flaw in the web with such potential for harm, it could change the... More »After Heartbleed, Does The Web Need A Transfusion?
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Yeah, yeah. The gurus tell you to love your customers. But sometimes customers aren’t so lovable. They’re lazy. Impatient. And they bother you with questions that are answered on your website. Are they stupid? When listening to complaints and silly questions it’s hard to keep your cool and your sanity. I know that! In our... More »11 Ways To Delight Your Customers AND Keep Your Mind Sound
Are Facebook contests a part of your social media strategy? Getting more Facebook page likes, increasing your reach, generating leads and sales are some of the benefits you can take advantage of by running Facebook contests. They can give your pages an instant boost which is really important now because of the decrease in Facebook... More »17 Steps to a Facebook Contest that Attracts Participants [Infographic]
There’s no shortage of metrics and KPIs (key performance indicators) for nonprofiteers to keep track of. Dollars raised and donors retained are enough to keep any fundraiser busy. Today’s digital world presents new data to be analyzed for nonprofit marketers – website traffic, bounce rate, email open rates, page load speed, form completions, retweets –... More »The Top 3 Worst KPIs for Nonprofit Marketers
I’m the proud owner of a seven year old Land Rover Freelander II. It’s a great car which I really enjoy driving. And my local dealer is brilliant. I do think that, don’t I? The car is a recent purchase, bought privately and I noticed on the Land Rover web site that their dealers offer... More »Customer Experience – Too Much of a Good Thing?
So, you’ve been tasked with setting up your first WordPress blog. You’ve chosen a blog name and chosen your voice and topic (and all the other things I mentioned in my “setting up your first blog” post in February) – so now it’s time to choose a theme for your blog. For those of you... More »8 Things To Consider When Choosing A WordPress Theme For Your Blog
Only a year or so ago marketers were arguing about whether social media was a distracting time-suck or a valuable activity. That argument has been won by those who use social as a tool for engagement and brand awareness: a 2013 Aberdeen Group study, for instance, found that 70% of leading companies generate highly valuable... More »5 Ways of Ensuring Real ROI in Social Media
You don’t need to be a data scientist to figure out that the world is going mobile. The sales of mobile phones and tablets tell this story as does Apple’s cash hoard, $158 billion as of January 2014. Along a similar line, eMarketeer projects that mobile ad revenue will triple over the next three years.... More »Does Your Public Relations Effort Include a Mobile Strategy?
The digital and content marketing landscape is rapidly changing. For the last couple of years, we’ve known that high-volume content production and publishing, backed by a social media amplification strategy, can lead to good things for your brand. But now the Internet is getting more crowded and noisier than ever.Consumers are getting blasted on all... More »Who Should Be Using Paid Content Distribution?
As customers, we’ve all been there – We’ve got a problem, Googled it and read the FAQs on the website, so we sigh and grit our teeth because we’ve got to attempt to make contact with the organization. Inevitably that means that we have to negotiate the dreaded contact center. In fact, the contact center... More »The Future of Contact Centers in the Age of the Customer
A recent article by McKinsey & Company on how consistency is “The three Cs of customer satisfaction,” makes the case that the customer journey should be measured not by individual incidences or points of contact, but the overall experience. The authors gave a simple, yet elegant, way to understand this assertion. Let’s assume the satisfaction... More »Three Steps to Achieve Consistency of Customer Satisfaction
Aspiration is the pinnacle that all experience-driven commerce strategies should strive for. Truly revolutionary content marketing speaks to who customers want to become, not just what they need. Solving consumers’ problems will get you off to a strong start—until the next brand comes along and does it better. Align your brand with individuals’ goals and... More »Four Principles of E-commerce for Every Marketer: Aspiration
As websites become more sophisticated, users are expected to get on board with new functionality and contemporary designs. And although cutting-edge websites can give a business a competitive edge, they can also come with a learning curve. To get users to make the leap, UI/UX professionals are often asked to come on board to ease... More »5 Questions to Ask to Gauge Web Accessibility Compliance
Google has just announced a secure search update that will see the query removed from the referrer on ad clicks originating from signed-in search on Google. What does this mean? For starters, it means much of the hyperbole and hysterics about Google “slamming” third parties by stripping away their search query data in AdWords was... More »Rumors of ‘Not Provided’ In AdWords Unfounded: Paid Search Query Data Is Not Dead
Thanks to high-speed wireless Internet service, today’s entrepreneurs are no longer limited to hiring from the small pool of potential employees within commuting distance—instead, they can draw talent from across the United States, and even around the world. The “distributed team” model gives large and small companies alike access to countless new opportunities. Here’s a... More »4 Benefits of Building a Virtual Business