Are you ready for an incredible story of how BestBuy turned around during the 2008 financial crisis and competed against Amazon? Hold on tight, because it's a wild ride. To illustrate how a retail brand can tackle the triple challenges of customer experience, employee engagement, and sustainable transformation, I'm often sharing the story of BestBuy … Continue reading BestBuy’s Incredible Turnaround: How Employee Engagement and Customer-Centricity Saved the Day while maintaining ESG commitments
Best Internet Trends Presentation – Web 2.0 Summit
KPCB Internet Trends 2011 View more presentations from Kleiner Perkins Caufield & Byers As usual, Mary Meeker delivered this presentation during Web 2.0 summit and summarizes important trends in our industry with a lot of meaningful data.Internet Trends Globality – We Aren’t In Kansas Anymore… Mobile – Early Innings Growth, Still… User Interface – Text -> Graphical -> … Continue reading Best Internet Trends Presentation – Web 2.0 Summit
Online leads: do you act timely to respond?
Reading an interesting research summary in HBR that I wanted to share. Whether you are a B2B or B2C company, the time taken to respond to prospects stimulus online can significantly change the ROI of your web presence. As this research shows, many firms are too slow to follow up on these leads. As HBR … Continue reading Online leads: do you act timely to respond?
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
2010: Resurgence for Digital Media in the Wake of the Recession
I mentioned previously this interesting research from Comscore, and I wanted to highlight more general trends about digital media coming out of it.Comscore outlines that the digital media industry responded with significant growth across various media platforms to the wake of the recession. As they say: "Industry innovations brought an unprecedented number of options to consumers … Continue reading 2010: Resurgence for Digital Media in the Wake of the Recession