Recent Posts

10 Reasons to Combine Search and Social

Warren Knight
The combination of search and social is one which cannot be ignored and must be embraced by all. Search engines have changed the way they rank your business because of the integration of social media signals when looking at search algorithms. Around 58% of consumers will go to a search engine to look for something online and 40% of consumers will seek further advice from friends or colleagues on social media.
10 Reasons to Combine Search and Social

The Opportunity in a Customer Complaint

SueCockburn
Handling customer complaints, for most of us, is a scary prospect. And yet it provides an opportunity to build customer loyalty through how we and our team handle the complaint. In fact, stronger relationships may result, for both our staff and our business, from handling these challenging situations in a gracious and customer-oriented way.
The Opportunity in a Customer Complaint

Designing The Customer Experience For Our Efficiency, Not The Customers'

DaveBrock
This afternoon, we had a problem with a critical tool that we use. I called customer service, got a very good agent. Unfortunately, the answers she was giving me weren’t satisfactory.
Designing The Customer Experience For Our Efficiency, Not The Customers'

Customer Loyalty Won't Save Your Company From the Collaborative Economy

AugieRay1
One of the mistakes that successful companies make when faced with profound change in the business environment is to believe that their loyal customers will stay loyal, both to the brand and traditional business processes. Of course, building customer devotion is a necessity for brands nowadays, but leaders must recognize that today's strong brand loyalty offers no protection against significant changes in consumer expectations and behaviors.
Customer Loyalty Won't Save Your Company From the Collaborative Economy

4 Ways to Generate More Hotel Reviews on TripAdvisor

dustindetorres
One of the hottest KPI’s for hotels across the world right now is the number of online reviews on TripAdvisor. Hotel Managers are feverishly trying to generate online reviews through a multitude of tactics ranging from asking people flat out, to sliding in a mention in post-stay emails.
4 Ways to Generate More Hotel Reviews on TripAdvisor

It's Not Customer Service VS Sales, It Should Be Customer Service AND Sales

aspilialleli
It has been customary for businesses to keep sales and customer service in different departments. Each has a different manager, team members, and even different goals.
It's Not Customer Service VS Sales, It Should Be Customer Service AND Sales

A Smart Social Media Strategy Is All About Teamwork

thuff007
When you have a personal account on Facebook, Twitter, Instagram, or another popular social media website, it’s okay to let it languish when you don’t have time to groom it. Business accounts are an entire matter altogether, however. Leaving your brand’s social channels unattended can be the kiss of death for your marketing strategy. Fortunately, there’s an easy answer. Get a team of professionals to tackle the job!
A Smart Social Media Strategy Is All About Teamwork

Growing Business: Is Customer Loyalty Dead?

SueCockburn
We can sometimes think that delivering "service with a smile" or never making a mistake constitutes great customer service and builds customer loyalty, but it is so much more than either of these. In fact, making mistakes and fixing them promptly and with a great attitude can strengthen customer loyalty! Delivering "service with a smile" and a bad attitude, that so easily creeps through in a number of ways, can completely undermine customer loyalty.
Growing Business: Is Customer Loyalty Dead?

The In-Store Imperative for Brands in the Digital Age

Loni Stark
"Cus­tomer" is no longer a good enough word to describe the many indi­vid­u­als in rela­tion­ship with a brand. We’ve called them fans and audi­ences, col­lab­o­ra­tors and par­tic­i­pants, vis­i­tors and users, try­ing to capture the nature of cus­tomer inter­ac­tions in the dig­i­tal age. But a sin­gle word may never be enough, because touch points and oppor­tu­ni­ties for engage­ment keep mul­ti­ply­ing. The once lin­ear sales fun­nel is now an evolv­ing, cir­cu­lar process with active and informed men and women enter­ing through var­i­ous channels.
The In-Store Imperative for Brands in the Digital Age

3 Tips for Creating Engaging, Visual Experiences

PatrickSalyer
According to Zabisco, 40% of people respond better to visual information than plain text. That’s probably because 90% of information transmitted to the brain is visual, and our brains process visuals 60,000 times faster than text. Looking at the numbers alone, there’s a strong case to be made for visual content.
3 Tips for Creating Engaging, Visual Experiences