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13 Content Marketing Tips

March 31, 2014 by Michael Bird

content that attracts

These days, businesses are slowly giving up loud, flashy campaigns in favor of getting in touch with their customers. Pop-ups and other gimmicky ads are moving aside for tailored content – be it in print, image, or video — that a company’s customers may find useful, or otherwise worth sharing.[read more]


Ekaterina Walter of Branderati Talks Customer Connection with Robin Carey

March 11, 2014 by Robin Fray Carey

Ekaterina Walter

Ekaterina Walter, Co-Founder and CMO at Branderati, recently met with me to share how companies can tap into their customers’, employees’, and partners’ passion about their brand to create a personal connection with a larger audience. Watch this video interview to see what she had to say.[read more]

Who Really Needs Assistance? Influencing the Choice to Live Chat

February 28, 2014 by Kevin Gao

Live chat

Make sure that your live chat channel is tuned for high value/high complexity customer inquiries and requests. Start by determining the volume of interactions across all communication channels, assign an interaction value to request and inquiry types and develop interaction complexity levels in order to create an efficient live chat channel.[read more]

Spotlight on SPS Commerce: How an Online Community Strengthened Customer Support

February 24, 2014 by Vanessa DiMauro

SPS Commerce

What happens when a firm that specializes in supply chain management takes on an online customer community? Will they apply the operational efficiencies found in their line of business to their customer-facing digital initiative? To find out, I spoke in-depth with two leaders of the SPS Commerce online community.[read more]

Six Business Blog Topics That Will Attract Local Customers

February 16, 2014 by Linda Dessau

local storefront (© pinkpueblo –

To improve your search engine rankings specifically for searches in your local area, it’s helpful to incorporate local references into your content. To help you do that in an authentic way, here are six local-focused blog post topics that will draw new customers from your geographic area.[read more]

Are You Collaborating with Your Customers?

January 30, 2014 by Adi Gaskell

collaboration with customers

Collaboration is a pretty popular concept at the moment, with countless articles, books and guides on both its value for companies and suggesting ways that it can be improved. Most of these posts have been on how employees can collaborate better internally. But how can companies collaborate better with their customers?[read more]

4 Steps to Connecting with - and Engaging - Generation C

January 28, 2014 by Brian Solis

(Photo: MJTH/Shutterstock)

Connected, empowered consumers—also known as of Generation C—have come to expect businesses to know them, to understand them, and to deliver what they want, where, when and how they want it. And when they don’t get what they want, their friends, followers and fans hear all about it.[read more]

Look Through the Social Window

January 23, 2014 by Alyssa Adkins

Looking through the social window / shutterstock

In order to maximize the return on your brand’s investment in its social strategy, you should use comments from fans and followers to generate content ideas. Just how do you do so? Check out the following strategies to rock both social and content.[read more]

The Customer Experience Advice That No One Is Giving You [VIDEO]

January 22, 2014 by Hanna Johnson

An interview with Dr. Natalie Petouhoff, a consultant who has spent a large chunk of her career helping companies build better customer relationships. This is no longer an optional business initiative: providing an exceptional customer experience is a key piece of running a successful business these days.[read more]

Use Social Selling to Generate Quality Sales Leads

January 15, 2014 by John Beveridge

Social selling can generate sales leads.

Social selling has replaced outbound selling as the go-to sales tactic in the modern buying process. If you use a systematic social media marketing process to educate your target audience and identify sales opportunities, you will be rewarded with business growth.[read more]

A 2014 Social Media Guide: New Trends and Solutions to Live By

January 15, 2014 by Julia McCoy

New trends in social media.

In 2013, the importance of social media in a successful business marketing plan became undeniable; “a reported 78% of companies now have a dedicated social media team.” As we step into 2014, we continue to see the emergence of new social platforms and the impact that a strong social media presence can have on our business.[read more]

Should a Company Create a Separate Customer Service Twitter Handle?

January 14, 2014 by Sofie De Beule

Customer service on Twitter

Twitter is most customers' preferred go-to social platform. Companies often create separate Twitter handles (e.g. @MicrosoftHelps), only for the purpose of leveraging their customer service. But is this actually the way customers want to be approached?[read more]

Are You Engaged in Revenue Producing Activities?

January 8, 2014 by McKay Allen

Is what you are doing right now revenue producing?

Sales professionals hear, almost constantly, 'You should ONLY be involved in revenue producing activities.' In other words, any activity that doesn't result directly in revenue is an activity in which a sales professional should not be involved. Bottom line: sales reps are used to hearing this.[read more]


A Hipper, Social Four Seasons Hotel Drives High Return Rate [CASE STUDY]

December 21, 2013 by Andre Bourque

Four Seasons

Until recently, the restaurant at The Four Seasons Hotel in Chicago catered to an older, wealthier demographic. With the rise in popularity of chic and eco-chic hotels like The W and Loft, Four Seasons knew it needed to appeal to a fresh demographic. Here's how they did it.[read more]

Meeting Customer Expectations [VIDEO]

December 20, 2013 by Michael Fauscette

Michael Fauscette

Here's another installment from my video recording session with the eCornell team, this time looking at customer experience and meeting customer expectations. I'm also including a post from earlier this year on building CX strategies that goes along with this video quite well.[read more]

Stop Chasing Customers - Start Building Your Brand

December 18, 2013 by Tom Martin

Don't chase customers (photo: Thomas Hawk)

Today I read a piece in Ad Age where the CMO of a major restaurant chain said, “In the past, over 80% of the marketing plan would be executed the way you originally planned. Now, it’s like 20%,” so you better be agile. I have to say – I completely disagree with this point of view, and think you should too. Here’s why.[read more]

5 Holiday Social Media Management Tips for Brands

December 16, 2013 by Ekaterina Walter

holiday competitions

According to Mashable, 65% of shoppers turn to social media to find the perfect gift, so be there to welcome them with a glass of eggnog and a plate of Pinterest-inspired reindeer cookies. If you haven’t yet turned your attention to your holiday social media plan, here are 5 tips to help you wrap it up just right![read more]

Is Social Business the Future of Capitalism?

December 2, 2013 by Jeff Gibbard

social media usage (Pew Research Center)

If the trends are any indication, there is virtually no way to avoid a head on collision with social tools and processes. Businesses that hold firm to the status quo and resist will likely be at a disadvantage. There are several strong trends in favor of business becoming more social. Let's take a look at the numbers.[read more]

Two New Programs Prove the Inmates are Running the Social Media Asylum

November 29, 2013 by Jay Baer

Who's running the social media show? (

If you’re reading this, you probably had little doubt about the power of the populace – armed with social media – to profoundly impact the behavior of companies. But, if you had even a scintilla of suspicion that it wasn’t true, it should have evaporated this week based on these two events.[read more]

What Is Social Selling?

November 27, 2013 by Valerie Levin

Social selling.

As the traditional sales cycle process erodes, organizations must fundamentally alter their marketing strategies, and quickly adapt to the social selling ecosystem. Taking advantage of this dynamic environment will enable them to gain real-time insight into consumer discussions and better understand individual needs.[read more]