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Digital News & Analysis

Connected Enterprises Provide Better Customer Service

Networking your organization -- making it more agile, more enabled and more responsive -- makes a ton of sense from a practical perspective. From an operational perspective, however, it is much more difficult. Microsoft introduced the catch phrase of “working like a network” through a video for its enterprise social offering. But “working like a network” goes beyond just the social channel -- and permeates every department within the entire organization.

So how does an organization transform how they work? How do you put the concept of working like a network into practice? Let’s look at the three key components of “working like a network” that Microsoft mentions, how organizations can support these components and how they will help create alignment across the company to serve your customers.

Netbiscuits Launches Routing Device for Adaptive Mobile Experiences

In a time when mobile devices outnumber PCs, having a mobile-optimized web presence is no longer considered a luxury, but a necessity. Data from ComScore revealed that in January of this year, Americans used smartphone and tablet apps more than PCs to access the Internet -- for the first time in history. Moreover, according to The Diffusion Group, a quarter of all broadband households in the US also own a TV set with internet connectivity, making the ability for a company’s website to adapt its user experience beyond the PC more important than ever before.

Customer Service on Stage: 3 Ways to Avoid Brand Failure [Infographic]

2014-19-August-Stage-Fright.jpgBusiness leaders across the globe have confirmed that, in the midst of stiff competition and growing customer expectations, customer and field service differentiation is key to growing revenue and delivering an excellent customer experience. These are the findings of two new reports and an infographic released by SAP SE and The Service Council (TSC).

The reports, “Service Transformation: The Business Case” (pdf) and “Reviewing Field Service Strategy: Aligning Focus and Execution,” (pdf) provide important insights that executives should consider in redefining customer service and field service strategy. 

Turning Data Into Marketer's Best Friend

2014-19-August-Baseball-Score-Card.jpgFrom business to baseball, data is having its moment in the sun. Data provides marketers information that can be used to execute targeted campaigns that can drive revenue. The marketer now more than ever has the ability to deliver personalized experiences across digital channels, and help customers build relationships with their brand.

Samsung Pushes Open IoT with SmartThings Buy

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Samsung has just made a play for a bigger stake in the Internet of Things. It plans to buy SmartThings’ open platform for monitoring, controlling and automating homes from a single device.

The deal, which was announced late last week, will see Samsung buying SmartThings — reportedly for the relative pittance of $200 million — which will then operated as an independent entity under its founder and CEO, Alex Hawkinson.

A Career in Marketing? Sure Beats Being a Doctor or Engineer

It's easy to second guess your career choices. How often have you wondered what your life would be like now if you'd have listened to your parents, teachers -- or your own intuition -- and embarked on Path A rather than Plan B?

So there's reassuring news today for everyone who bypassed oh so many possible careers to instead become a marketer. In a blog post provocatively titled Pass on Math and Science to Embrace the Power of Marketing, Marcie MacLellan, a writer for the London School of Marketing, explains:

In many cases, we are pushed toward stable, rewarding and lucrative career options such as doctors or engineers. But what if you do not possess the ability or desire to crunch numbers? What if your passion lies in more creative pursuits?"

In that case, she suggests, "there are some sectors that will never stop growing no matter how the world evolves -- and marketing is one of them."

The Internet of Things Could Empower People with Disabilities

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Ubiquitous sensors are one of the driving ideas behind the Internet of Things.

The ideas is that we will put on and wear more and more sensors until they become pervasive — enabling everything we interact with on a daily basis to have the potential to offer us greater insight or context for our activities.

It's not hard to see how many of the devices already available are impacting our lives, even in small ways. There are thermostats that can learn from our habits and even be controlled remotely through our phones, window shutters that adjust automatically, depending on how much sunlight is coming through and objects fitted with RFID devices, which let us know when they pass through checkpoints.

All of these devices make life a little easier. But one segment of the population could potentially benefit even more than the rest from IoT technologies: People with disabilities — not just at home, but at the office and everywhere in-between.

Friday Fun Day: Insider's Guide to Facebook Image Sizes

2014-15-August-Oven-Roast.jpgFacebook may generate a lot of hate. But it generates even more interest — especially from marketers who struggle daily to keep up with its ever changing guidelines on how and what to do everything from encourage page "likes" to keep customers engaged.

So it was with great interest that I stumbled upon a blog by Emily Goodrich. She's a technical writer at Heyo, a Blacksburg, Va.-based startup that wants to help small-business owners gain followers on sites like Facebook and Twitter and convert those followers into email captures and sales. 

Goodrich shared a marketing essential: a Facebook image size cheatsheet.

So You Think You Know WordPress

2014-15-August-My-Name-Is.jpgYou’re ready to develop your website. You're looking for a web CMS that’s secure, cost-effective, easy to maintain and customizable for your business. You wouldn’t consider WordPress, right?

This stigma has plagued WordPress, especially when compared to other available tools like Joomla and Drupal.

News Bites: Blasting Off, Driving Out, Targeting, Reading

The latest in targeting, web design and marketing from the Big Apple, the Codfish State, across the pond and Mater Urbium.

Sprinklr Increases Social Media Reach with TBG Buy

Social media management firm Sprinklr announced today that it has bought TBG Digital, a company that considers itself a pioneer of corporate advertising on Facebook and Twitter. The move is designed to amplify Sprinklr’s reach across social media and will add an estimated 100 new employees to its 400-person global roster, according to a written release published by Sprinklr.  

Don't Close Your Brick-and-Mortar Stores Yet

Thumbnail image for 2014-14-august-cracking-nuts.jpgCracking the e-commerce nut isn't as easy as people who actually crack nuts for a living clearly understand.

In fact, two new studies demonstrate that brands and marketers still face significant obstacles to adoption, especially on mobile. But the biggest challenge may be behavioral. As we recently explained, more than 90 percent of retail sales still occur in physical stores.

Why are so many consumers reluctant to buy online, despite the rapid growth of e-commerce? Ripen eCommerce, a Princeton, N.J.-based agency providing marketing, creative, development and technology services to e-commerce clients, thinks understanding consumers' path to purchase is the first step online retailers should take to capture a greater portion of the $3.2 trillion US retail industry.

Make Your Global Email Marketing Hit the Target [Infographic]

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Are some common mistakes turning your global email marketing into a world-class mess?

A recent survey by a Waltham, Mass.-based Lionbridge Technologies of more than 570 people from 25 countries found many global email marketing efforts are falling flat. The reason: companies aren’t tailoring their messages for the unique global audiences they are trying to attract, don’t use a mobile-friendly format and are clinging to antiquated tracking methods.

Some may even be running afoul of local opt-in or privacy laws.

How the Internet of Things Drives Customer Engagement

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Now that we've accepted the idea of the Internet of Things (IoT), researchers are starting to look at when, where, how, why and who will use it. They're also looking into potential risks.

Recent research from IDC, for example, shows that retailers are leading the charge to the IoT in the quest for better customer experiences.

According to IDC, retailers see the IoT as a way to improve customer experiences. Specifically, they are using it to pull consumers into one of their channels, where they will entice them with products that have been contextualized and personalized for the customers’ gratification.

Discussion Point: How Big are Data Security Threats?

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You may have heard that some cyber criminals in Russia recently stole more than a billion user IDs and passwords -- yes, that's billion with a "B."  

In the past year, online security and data theft has been making international headlines, as evidenced by huge security breaches at retailers like Target and Neiman Marcus.

How bad is it? With our lives becoming more digitally entwined, it makes sense that potential security threats are more visible. Think about how many times a day you exchange digital information using either an Internet connection or a mobile device.

Despite the security hysteria, experts say there are simple ways to take steps to tighten up your Internet security -- whether for your own personal or business use. CMSWire reached out to a collection of Internet security experts to find what's going on.

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