Managing Customer Experience: the next big thing?

I am a big believer in management guru Peter Drucker saying "What gets measured gets managed". When it gets down to tracking a company's success, too many businesses tend to rely on market share, profitability, EPS growth or repeat purchases only. Don't take me wrong, you still need to track these down, but as one brilliant Berkeley … Continue reading Managing Customer Experience: the next big thing?

How to measure your brand’s online influence?

Several tools are emerging to help you do this, and Inc. touched on this in an interesting post about it and even providing in their opinion the 11 best web analytics tools. They come back on how Web Analytics 2.0 is defined:The analysis of qualitative and quantitative data from your website and the competitionTo drive a … Continue reading How to measure your brand’s online influence?

Unhappy Customers Can Be Won Back via Social Media

According to a report (pdf) sponsored by RightNow, Social Media is an effective way to bring back unhappy customers. Marketing Charts reports about it as well here. The research present a number of facts to support this: - 68% of consumers who posted a complaint or negative review on a social networking after a negative holiday shopping experience got a response from … Continue reading Unhappy Customers Can Be Won Back via Social Media

The Thin Line Between Liking a Brand and Liking Its Social Marketing

Good article on Emarketer While Facebook fans and Twitter followers are often out for deals, they also care about showing support for brands they love—but that might not be an invitation to be marketed to. What does a brand fan's self-expression mean for the kinds of messages marketers should push out? Full Article- Posted using … Continue reading The Thin Line Between Liking a Brand and Liking Its Social Marketing

Combining Email, Search, Social and PR for a Content Marketing Campaign: 6 Tactics to Generate Surge in Visitor Traffic

You know I'm a big believer in integrated marketing. Now that Social Media is making a surge in our marketing plans, I found this article on Marketing Sherpa interesting as it summarizes what we should do better:"Marketing teams often focus tactics and goals in a particular channel, overlooking how these channels can complement one another. … Continue reading Combining Email, Search, Social and PR for a Content Marketing Campaign: 6 Tactics to Generate Surge in Visitor Traffic