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Customer Experience News & Analysis

Week in Review: Microsoft's Yammer Push + Open Source Strategy

Warm to Programmatic?
Have advertisers woken up to the potential of programmatic marketing?

What's in a Domain Name?
Bill Sweetman breaks it down.

Product Management Dissected
What's the current enterprise tool landscape look like?

The Yammer Push
Microsoft isn't sitting back in Yammer's enterprise future.

No Rainy Days for Cloud
The cloud space continues to flourish. 

Open Source is the Champ
So now what's your strategy?

5 Keys to Launching a Killer Website  
75% of Internet users judge a company by its website design.

 

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Bah Humbug: Could Your Holiday Emails Be Hurting You?

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Skip me if you’re sending out holiday emails, especially if we’ve never met. What you consider to be Seasons Greetings, I consider to be SPAM. And I have 512 such pieces in my inbox. I could have a part-time holiday job just opening them all.

And when I do open some of them and try to extend greetings of the season to you in return (it’s the least I can do, isn’t it?), the “To” box auto-fills itself with things like “customerservice@xxx.com”, no-reply@xxx.com, info@xxx.com and so on. It makes me feel so special, I can’t tell you.  What were you hoping to achieve?

The Holistic View of the Customer Experience

There's a consensus that if you want to be successful on line, you’re going to have to deliver an exceptional customer experience, something that leaves others trailing. Of course, there are many opinions on how to do that.

E-Spirit, for example, has a very particular notion of what customer experience involves. Many other vendors start by talking about technologies or silos. But for Oliver Jaeger, e-Spirit's vice president for global marketing and communications, it means the entire customer cycle from first contact to last sign-off.

While many companies just don’t get it that the whole process needs to be managed, e-Spirit is actively pursuing ways to provide that ultimate experience.

A Holiday Recipe for Successful Email Campaigns

2014-19-December-Baking.jpgThe holidays can be a particular challenge for email marketers as they face increased competition and the risk of over-saturating consumer inboxes with campaigns that may or may not be seen during the holiday crunch-time. If only there could be a reliable recipe for success, something as easy as one-part list hygiene, two-parts testing and “send” in small batches until done.

Is email marketing as easy as this? Well, no, but just like home cooks can feel like master chefs if they follow the instructions and use high quality ingredients, email marketers can greatly improve results if they stick to a tried-and-true recipe.

News Bites: Legal Publish, Paltalk, CommerceHub, Lanyon

The latest in rankings, chatting, meetings and retailing from the Excelsior State, the City of Flowers, D-Town and Maydenheth.

Digital River and Microsoft's Bumpy E-Commerce Road

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It's been an interesting couple of weeks for Digital River. Its deadline to re-sign Microsoft to an extension of the Microsoft Operations Digital Distribution Agreement, which would continue Digital River provision of Microsoft Store’s e-commerce platform beyond March, 2015 came and went on Dec. 1. While only a handful of people might have noticed, the company made a bigger splash on Dec. 8 when it announced an extension of the negotiation timeframe until Dec. 19.

Digital River's stocks rose and fell with the ups and downs of the announcements, dropping almost 25 percent from its close of $25.51 on Friday, Dec. 5, to $19.71 on Monday, Dec. 8. The stock eventually bottomed at $16.58 on Dec. 11, a drop of 35 percent in less than a week. On the power of yesterday's news the stock closed at $24.08, a 45 percent jump from last week’s low.

Q1 Planning: Top Marketing Technology, Social Business Conferences & Events (18-Dec-14)

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don't hesitate to add your event to the list. (You can also view the full calendar here.)

You're Invited: Total Economic Impact of a Workflow Automation Solution

Join CMSWire and Nintex on January 13th for a one-hour webinar to explore a Forrester study on effective workflow automation results.

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Design and Refine Your Digital Business in 2015

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User experience was top of mind on Dec. 5, when nearly 150 business people, designers and technologists came together at Idean’s UX Summit in San Francisco. Two questions that I wanted to explore at the event: 1. How can UX design help digital business and customer experience success? and 2. Should all employees apply some design discipline to contribute?

The summit coincided with the 100 year anniversary of the start of Ernest Shackleton and his crew's epic attempt to traverse the continent of Antarctica. I couldn’t help but make a connection between the Endurance story and the challenges modern enterprise teams face with digital business and customer experience initiatives, often times ill-equipped and/or having to dramatically pivot en route, just to survive.

How Google Analytics Can Make Cross Device Marketing Easier

In an early post on tag management systems, I noted how these systems would provide a great flexibility in measuring customer behavior in the growing information anywhere and anytime environment. Laptops with Wi-Fi access have supplanted desktops in sales popularity, while mobile devices are as essential now as a wallet or purse. Consumers can access retailer information anywhere and anytime.

One driver of the growing need for cross device analysis is webrooming and showrooming, both retail-related activities stemming from holiday shopper activity during past few seasons. Webrooming is the retail customer behavior of researching products and services while in a store. It differs from showrooming, an in-store behavior in which customers compare prices and research features, leading to a purchase online.

Both trends signal the need to understand foot traffic that is likely to become web traffic, including traffic from customers researching products in the privacy of a home.

The fact is that it is critical to add an analytics solutions to accurately capture that traffic. And adding a User ID in a Google Analytics script captures the best cross device behavior to enhance a marketing strategy.

Private or Public: Different Stories from Dell, HubSpot

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How's Dell doing after going private a little more than a year ago?

We don't know. It's private. The PC giant took the private route in an historic $24.9 billion buyout last year called the biggest in tech since the Great Recession.

But it's not being all hush-hush, of course. It has plans, we're told, to shake up the big data and analytics markets.

Going private only helps, it claims.

"We can make changes swiftly to parts of our business and, ultimately, that helps our customers," Suresh Vaswani, president of Dell Services, told CMSWire about going private. "We were constrained by financial reporting previously and that has now freed up more time for our customers and to devote to innovating our business."

Using Benchmark Reporting In Google Analytics

Any coach of a sports team at the start of a season will tell you that he wants his team to reach the championship. Reaching that pinnacle means benchmarking your team’s performance.

In the digital marketing world, managers who use Google Analytics are starting to feel a bit more like a sports coach. In September Google introduced a new benchmark reporting feature for its Google Analytics solution.

This benchmark reporting enhances decision making on analytics results.

Janrain Acquires Real Time Social Experience Provider

Janrain, a customer identity management provider, today announced it acquired a real time social curation and engagement provider that brings "an integrated customer identity and customer engagement solution to the market."

Portland, Ore.-based Janrain scooped up Arktan but did not disclose the terms. Gartner has had its eye on Janrain as a cool social marketing shop, and so have investors: it obtained $20 million of funding about two years ago.

Now Janrain is the investor, putting its faith into a product that adds, according to Janrain CEO Larry Drebes, "dozens of new products for customer engagement, and dramatically expands the amount of customer data we collect, store and manage."

Who Will Pay for Your Digital Analytics Program Next Year?

Central marketing or digital organizations are not necessarily funding digital analytics programs anymore. At least this is what I see with our clients and in a sampling of digital analytics programs.

Instead, funds are coming from the potential consumers of the data, reports, dashboards, analyses and recommendations that compose the typical digital analytics program product and service set.

And this has significant implications:

  1. You need to be customer focused…not simply focused on analytics for the sake of analytics
  2. You need to make multiple business cases to continue to do the work you want to do
  3. You need to sell the value that analytics has to business units that may be comfortable with using their existing methods and vendors (wrong as this may seem)
  4. You need to compete for tight budgets against other service competencies in your organization or agencies from the outside

CDOs, CIOs and the Shared Goal of Agile Customer Experience

There’s been quite a bit of discussion lately of the rise of the Chief Digital Officer (CDO). In fact, research firm IDC recently made headlines by predicting the CDO would supplant two-thirds of CIOs at global companies by 2020.

The rationale seems to be that CDOs will deliver the technology driven products and services, as well as leverage their experience in setting strategy, spurring innovation and developing relationships. Other than the pure semantic differences – and an attempt at a controversial headline -- there is an important question buried in this research.

How can marketing and technology — or CDOs and CIOs — work in sync to provide the most agile powerful customer experiences?

Can Facebook Crack Search - Without Bing?

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Facebook has quietly stopped including Microsoft Bing search results on its social networking site, Reuters first confirmed. Instead, the social network has revamped its own search offering with a new tool it claims makes it easier for users to filter and search through comments and other information from friends.

On one hand users might find the change limiting. Now, when they use the search bar they are not taken outside of Facebook for results. On the other, the tool is more robust than previous Facebook offerings — and besides, there is always Google for straightforward search.

That, however, may change again as Facebook ramps up its search tool set. CEO Mark Zuckerberg has said search is a growth initiative for Facebook. And as the company's push into mobile has shown over the last few years, once Facebook identifies a growth sector it goes after it.

Search, though, is a very different animal than mobile.

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