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

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

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

A new report by the Interactive Advertising Bureau (IAB) highlights the importance of Display Rising Stars ads – a collection of six units that include the Billboard, Filmstrip, and Pushdown – “in giving more personality to the brand.” When I first scanned the report, I expected to see statistics about the increase in traffic drivenRead more

How closely are you paying attention to your customers on social media? Here’s a great case study on customer experience from arguably the king of customer experience design and execution: Virgin. The customer, Adam (@AdamPlaysYT), was riding Virgin Train in the UK when nature called. He took advantage of the facilities the train made available;Read more

There’s no doubt that that Internet has changed the business of retailing. Thanks to consumers’ proclivity for pre-purchase research and the availability of online commerce, retail growth is no longer dependent on brick and mortar expansion. In fact, expanding physical stores can negatively affect a retailer’s bottom line because online sales are eradicating revenues previouslyRead more

The landscape in which businesses operate has changed dramatically in modern times, yet the roles of marketing executives and departments have been slow to change. According to consulting firm Deloitte, the influence and agenda of marketing executives have expanded, yet their organizational context has not fully caught up — they often have only indirect inputRead more

Facebook has announced that it will soon be publishing an update to its iOS app, which will fix a flaw in the program that allows phone calls to be made without the user’s knowledge or consent. So, the downloading and use of a Facebook App could create security threats? Who’d have thunk it? Oh, wait…I could, andRead more

Memes about the use of poor grammar seem to be a staple of social media fodder, especially on social networking sites like Facebook. An even bigger trend in digital communications might be the calling out of people and brands for typos and poor grammar in status updates, blog posts, or marketing materials. The Internet mayRead more