Blog

So, you’ve been hearing all this buzz about Customer Experience Strategy and decide your company can’t afford to keep away any longer? Keep visiting your competitor’s website and are greeted by one of these? Although installing a chatbot onto your site is not enough to ensure a better customer experience for your visitors, if youRead more

In a digital world where everyone has a great website, a newsletter, a live chat, a Facebook page, an app, and a blog – it’s hard to stand out. Enter Customer Experience (CX). CX is basically the sum total of how customers view and interact with your brand. And it’s going to be the bestRead more

When customers buy from you, they want it to be an enjoyable experience that’s well-worth their valuable time. That’s in addition to buying a great product or service, of course. Customer experience goes beyond standard, expected customer service. It means intuitively guiding customers through the buyer’s journey in a way that caters to their interests,Read more

I’m often asked to help a business grow qualified business leads because growth is stagnant or profitability is down. It’s a common enough request for professionals in my industry, I guess. I’ve come to learn another fact that is quite common among those who make this request:  Stagnant sales growth and profitability among those complainingRead more

There are many definitions and ways of practicing “influence marketing” and I’ve tried most of them. In fact, my failure with early forms of influence marketing schemes and tools is what drove me to co-author: Influence Marketing: How To Create, Manage, and Measure Brand Advocates in Social Media Marketing. In general, we’ve distilled the practiceRead more

With the decision to trade in my 7-year-old Acura MDX for a smaller crossover, I started one of those common life journeys that we either love or hate: buying a car. Do I buy another used car or a new one? Do I buy or lease? Should I buy foreign or domestic? Will I overcomeRead more

Great customer service goes beyond fixing a computer or handing out discounts. It’s about leaving people with a good feeling about your business. And thanks to social media, your customers and prospects are already sharing thoughts about your brand whether you like it or not. So if you want to minimize the negativity and amplify the positivity, here’sRead more

There’s no question that the Internet, social media, and digital technologies have changed the business landscape and the manner in which it operates. From the way business communicates with – and advertises to – consumers to how it conducts market research, and from the manner in which it hires new employees to how those employeesRead more

Modern business is faced with a greater challenge than its predecessors: Growing demand for revenue and profit at a time when the Internet has increased both competition and consumer power.  Ironically, the Internet, which promised greater opportunity for business to reach a larger audience, has increased the obstacles those businesses face in engaging and sellingRead more

Blogs, Facebook, Twitter, Instagram, Tumblr, Quora, LinkedIn….businesses are pushing harder and harder at engaging customers across multiple digital channels and social networks, each experiencing varied levels of success. It’s that success that I wish to discuss today. When asked what is social media success, most will give you the typical soft metrics including follower count,Read more