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Customer Experience News & Analysis

Discussion Point: Will We Still Use Twitter in 10 Years?

discussion-point-1.jpgTechnology tastes change quickly. Things can be hot today, gone tomorrow.

Anybody remember Pointcast? Once the software app of the moment, it was quickly tossed into the rubbish bin of technology history.

That brings us to Twitter, one of the apps du jour. It's amazing how swiftly it has penetrated into the public consciousness. We now see the tweets of public figures scrolling across TV screens during International sporting events.

Founded in 2006,  Twitter has gone public and amassed a $31 billion market cap in less than 10 years.

But will we still tweet 10 years from now? After all, it's just a text message. There's not really any rocket science here. And it's been proven that new social apps such as Instagram and WhatsApp can swoop in and grab the fickle-fancy of teens in a heartbeat.

A decade is an eon in tech terms. When you think of Moore's Law, whereby computer speed and capacity doubles every two years, it makes 10-year old technology look lame.

No app is safe in the zeitgeist of mobile culture.

Google Plus Gasps for Breath, Does Anyone Care?

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There's no mourning in cyberspace, no overt sentimental ramblings on social media — despite yet another move by Google to put its struggling social network out of its misery.

This time, Google is dropping the requirement for all new users to create a Plus account when signing up for a Google network.

Typically when Google chops a product, it triggers a storm of protests. With Plus, though, the blogosphere has been largely silent — a sure reflection of how few people care whether the network fades away.

Kana Blends Analytics Into Its Customer Engagement Suite #Connect2014

Thumbnail image for 2014-10-July-SS-Robert Hoetink.jpgSince Verint bought KANA earlier this year for $514 million, the question has been how the business analytics company would blend KANA's customer experience services into its suite of employee services.

The answer, or at least a big part of it, came today in San Francisco as the new "KANA, a Verint company" introduced a big data solution called Engagement Analytics at the Connect2014 conference.

The new product ties the actions of employees together with the experience of customers across the web, mobile, contact center and other channels in near real time.

Shopzilla Rebrands as Connexity

You probably saw this coming. In June, Shopzilla, the shopping search engine, branded three newly-combined business units as Connexity — the name of the programmatic media buying startup it acquired in February.

Today, the Las Angles-based marketing technology provider took the next logical step and officially rebranded as Connexity.

Company officials said the new name will help highlight the shift of the company from comparison shopping to technology driven marketing solutions that "enable retailers and brands to understand their consumers better, acquire new customers at a lower cost and increase sales based on retail signals."

Shopzilla had been best known for its comparison shopping websites, such as Shopzilla and Bizrate. But CEO Bill Glass said today that the comparison shopping websites "were just the tip of the iceberg."

In a statement, Glass noted, "We have launched a comprehensive set of solutions so marketers can touch consumers at every stage of the path to purchase from awareness, consideration, transaction, right to loyalty. These businesses are now the majority of our revenue and growing at an accelerating rate."

What's the Real Deal with Marketing Content?

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Talk to any marketer today about her demand generation strategy and she’ll regale you with stories of the magical properties of content.

It’s consuming increasing amounts of money, according to a recent study by Starfleet Media. Specifically, marketers now spend 20 to 50 percent of their budgets on content creation — and 25 percent plan to spend even more in 2015. Already, about 7 percent of the survey’s respondents spend more than 75 percent of their marketing budgets on content.

Content is designed to engage buyers. It informs, inspires and illuminates while building brand credibility and preference. Done correctly, it can influence buyers to act in ways that favor the brand.

The aspiration is correct, but the reality doesn’t measure up: content has become a panacea. It’s the new elixir of customer engagement, applied in peanut butter fashion across every possible channel, in every imaginable form.

Why Agile As We Know It Will Disappear

2014-22-September-BackFlip.jpgSomeday, Agile as we know it will disappear. It won’t be because everyone will give up on sprints and story points. It won’t be because some new idea blows it all away. Tomorrow’s Agile will be fundamentally different, because it will be just that -- fundamental.

Week in Review: Does Technology Sap Productivity? + SharePoint's Cloudy Days

iPhone 6 Opps for Marketers
Apple's iPhone 6 is officially on the streets. Here's why digital marketers should drive by.

Content Marketing Chief's Message
Those who don't have a plan -- and revisit it -- won't succeed in content marketing.

Can Yammer Save SharePoint?
Microsoft's social integration future in SharePoint is all about Yammer.

When Technology Hurts Us
Is technology actually sapping our workforce productivity?

Box the ECM Killer?
Box may be writing Enterprise Content Management's obituary

Cloudy Times for SharePoint
Movement to the SharePoint cloud was all the buzz at the SPTechCon -- and so were SharePoint risks.

Turbo Charge Your Marketing Efforts with Big Data
How leading marketers are using Big Data to boost conversions & drive profitability.
Download the Guide

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Wrapping Up Hubspot's #INBOUND14

HubSpot's INBOUND 2014 conference wrapped up yesterday in Boston, ending a week of events punctuated by higher-than-anticipated attendance and the company’s announcement that it would be launching a new sales platform. It includes a free CRM and what the company calls a “sales acceleration product” called Sidekick.

It's Time for Sales to Embrace Content Marketing

2014-19-September-Hugs.jpgEffective content marketing can revolutionize the way we sell. The Corporate Executive Board (CEB) reported that 53 percent of organizations select and stay with a vendor based on sales experience over factors such as product features or price. Customer loyalty is driven by the sales experience, yet sales leaders continue to arm sales teams with the same content portals and tools as they have for years. Buying has evolved, but selling has not. It’s time for a change and content marketing can help sales get there.

Want to Understand Your Customers? Talk to Seth Godin

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Seth Godin writes the most popular marketing blog in the world — and he gets customer experience.

As he once noted,  "The complaining customer doesn't want a refund. He wants a connection, an apology and some understanding. He wants to know why you made him feel stupid or ripped off or disrespected, and why it's not going to happen again." 

And he knows that an apology means more than a mumbled "sorry." It has to include both compassion and contrition, he wrote recently:

We're sorry that your flight was cancelled. This must have truly messed up your day, sir." That's a statement of compassion. "Cancelling a flight that a valued customer trusted us to fly is not the way we like to do business. We messed up." That's what contrition sounds like. We were wrong and we learned from it. The disappointing thing is that most people and organizations that take the time to apologize intentionally express neither compassion nor contrition."

Godin is the founder of Squidoo.com, a fast-growing recommendation website, and the author of 17 bestselling books. He is responsible for many words in the marketer's vocabulary, including permission marketing, ideaviruses, purple cows, the dip and sneezers.

Combine what has been called his "irrepressible speaking style" with his "no-holds-barred blog" and you can understand how he has developed a worldwide following. 

News Bites: Platforms and Clouds, Phones and Ohms

The latest in training, security, integrating, golfing and expanding from the home of the Apple Blossom Festival, Deadwood City and Silicon Wadi, Gator Country and Cantabrigia, the Land of Poets and Philosophers and Fog City.

How to Tune Up Your Tweets #INBOUND14

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Fair to say Twitter has a pretty good audience with its 271 million active monthly users who collectively send out a billion tweets every two days.

As you might suspect, research shows that tapping into Twitter really helps to drive your business.

According to Twitter statistics
• 73 percent of users feel better about an SMB after following its account and reading its Tweets
• 60 percent of users who follow SMBs have purchased something because of Twitter

But not all tweets are created equal. 

Keeping Up with Customers in a Cross Channel World

2014-18-September-Running.jpgA decade ago, it would have been safe to assume that you were reading this through an internet browser. Gathering data on your reading habits was fairly straightforward in those days because your browser yielded information that was relatively complete, especially when you consider the rather small universe of digital media then.

Times have changed. Today, the browser is just one of many places where customer behaviors and interactions can be captured. As the universe of channels, touch points, and devices expands, so has the browser’s importance begun to shrink. Brand marketers who won the battle for the browser were the biggest winners in the past. Today, and in the future, the successful brand marketers will be those who move beyond the browser and follow their customers into a cross channel world.

Use Human Data to Provide True B2B Personalization

2014-18-September-Crowds.jpgAn enormous shift is occurring in how B2B customers think about engagement and relationships. Customers expect marketers to achieve relevance by providing personalized communications based on their individual preferences, rather than continuing with irrelevant “spray and pray” marketing blasts. It’s this new way of thinking that’s unlocking the true potential of human data.

Alibaba: The Web IPO Heard Round the World

2014-18-September-Monopoly-Money.jpgThe global Internet and finance community is transfixed by the Initial Public Offering (IPO) of Alibaba Group Holdings, the  Chinese e-commerce giant that is expected to go public on Friday at a market capitalization in excess of $160 billion. This is likely to be the largest IPO of all time, raising up to $25 billion in capital for the company and giving a market capitalization larger than eBay (market cap, $64B) and possibly Amazon.com ($150B).

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