Customer Engagement News & Articles

A few months after firing its CEO, Yahoo! finally appeared to be getting back on track. Now company co-founder and former CEO Jerry Yang has announced his resignation from the Board of Directors and all other positions with the company, effective immediately.

While the goal of marketing is to improve customer's overall interactions with a brand, few organizations engage directly with their customer tribes or communities and therefore miss out on leveraging what is one of its most valuable assets.

In 2011, social media marketing not only was a sum of its individual parts, but also a force to be reckoned with as far as social business initiatives were concerned. Let’s take a stroll down social media marketing lane, shall we?

With consumers logging into social media sites across the world -- writing on walls, liking, interacting and influencing like never before -- the face of marketing, buying and selling as we knew it has been transformed.

With a practically non-existent barrier to entry and zero money down, social media marketing efforts often leave out strategy. After all, who wants to spend precious time thinking about what to do when there's so much to be done? Unfortunately, the acute threat of information overload makes developing a strategy absolutely essential in this space. On the bright side? It's easier than you think.

It’s no secret that in the past year, the words “customer experience” and “customer engagement” have become more prominent. As companies become better acquainted with their customers, their goals and expectations, the better they can tailor the way they deliver information, develop products and otherwise engage with their users.

It’s been fifteen years since the Webby Awards were launched. The awards, which honor excellence on the Internet, have become synonymous with good design and innovation. As the web has evolved, it has brought new elements and platforms with it, namely new categories and ways to keep their finger on the pulse of the Internet.  

Curious how companies are employing SMS campaigns? Clickatell was, too. That’s why after launching its Personalized Priority Messaging package, it asked its customers to submit their experiences and then chose four winners.

Social media is a powerhouse of change for several areas of customer experience. In regards to marketing,  the social web has provided a less expensive, more communicative alternative that's poised to replace traditional methods -- billboards, TV spots, etc. -- altogether. The following infographic from Voltier Digital highlights how things currently stand.

Waving farewell to our month of Content, Commerce and Community (a.k.a. the three C's of CXM) is sad, but our experts have gone out with a bang. Read on for tips on how to improve the digital customer experience, busting CRM myths and mobile pitfalls to avoid. 

This week in Google Land we talked about some easy ways to engage with your audience via Plus, as well as Chrome's significant growth and a nifty Blogger integration. 

The tune about social business is slowly changing. A recent AIIM survey reveals that over half of user organisations consider social business applications to be significant, if not imperative, to their business goals. 

There's a lot of psychology involved in the creation of a successful website. A quick search yields various conversations on emotional responses, different parts of the brain, and so on. But if you're looking for a simpler explanation, Dr. Susan Weinschenk from Human Factors International recently put together a great video of 7 basic tips worth noting. 

If you’ve gotten through this far in our social media marketing 101 series, you are well on your way to developing and implementing a social media marketing strategy. Yet, for as much time spent on defining your identity, audience and messaging, the time spent developing the policies that govern your social presence should also be as well-thought-out.

Say what you will about Facebook, it’s still a targeted marketing platform used by companies, organizations and brands alike. And though a company’s Facebook page may be less frequented once fans are cultivated, its design is still heavily regarded as a sign of an engaged brand. But designing professional-quality Facebook tabs isn’t always easy. Until now.