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Digital News & Analysis

Men Want Products, Women Want Help and No One Wants to Wait

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No one has time for patience when it comes to customer service. But beyond that universal truth, there are significant gender differences between men and women when it comes to customer service.

According to a new survey from Kana, a provider of customer service solutions, both sexes are frustrated by wait times and slow response.

Beyond that, men are most annoyed by out-of-stock inventory, unknowledgeable or incompetent employees, lack of assistance and the bad attitude of customer service representatives. Women rate their frustrations, in order, as lack of assistance, bad attitudes, out of stock inventory and unknowledgeable or incompetent employees.

Buyers Want Technical, Accurate Content

The good news: 88 percent of business buyers believe that online content has played a major to moderate role in vendor selection. The bad news: Only 9 percent of buyers trust vendor websites. 

Less Can Be More for Email Marketing

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Did you ever know someone who was over keen? Who didn’t respect your space? Maybe they had something valid to say, but in the end you just had too much and tried to avoid them somehow?

As marketers, we have to be careful not to fall into this category with our email campaigns. It’s a fine line between staying top of mind with your reader and, well, bugging them. Quite simply if you “blast” them with too many newsletters, your image will suffer and eventually they’ll probably either unsubscribe or hit spam.

Pinterest Boosts Offerings for Marketing Tech Firms

Continuing its effort to turn its platform into a revenue generating service, Pinterest is enhancing its API platform to give marketing companies more insight. 

TechCrunch reported today that Pinterest is preparing to announce a new initiative that will allow businesses to gain a better understanding of Pinterest trends, along with the improved API platform. The new service is currently offered to a limited number of marketing technology firms, including Salesforce, HootSuite, Spredfast, Percolate, Piqora, Curalate and Tailwind.

The API is Pinterest's first effort to allow third parties to build over its services. The company will continue to offer its free analytics service.

By giving companies a more comprehensive understanding of Pinterest trends -- which images are most popular, which are driving the most traffic and which have been shared, or "repinned," the most -- Pinterest thinks companies could design more effective marketing campaigns and facilitate greater customer engagement.

Want Subscribers? Recognize Who Owns the Channel

2014-23-May-Social-Channels.jpgAccording to a recent study from EdgeRank Checker that analyzed 50,000 posts from 1,000 brand Facebook pages, Facebook’s organic reach has been on the steady decline over the past two years. Marketers should realize that this decline is not only natural, but unavoidable. While user growth -- the goal of every social network -- will increase the amount of social status updates, the total amount of time people have to view this content will not.

To remain successful, marketers have to understand the implications of social media data ownership and monetization. Brands have spent a lot of money building their "likes" so they could harness Facebook as a channel within an overall marketing efforts.

Long Live the Marketing Funnel

2014-23-May-Marketing-Funnel.jpgContrary to what you might have heard, rumors about the marketing funnel’s demise are greatly exaggerated.

The funnel is alive and well. And it should be leveraged extensively by marketers. It provides a consistent and universally understood (and somewhat accepted) framework. The funnel does come in a variety of shapes and sizes and colors -- with different twists and turns. Despite this variety, few marketers really leverage this powerful model.

This Week: SAP Boosts Marketing Toolkit + We Smell a Windows RAT

SAP Adds Marketing Muscles
SAP acquired behavioral marketing specialist SeeWhy this week. But is the marketing cloud battleground set?

Stormy B2B Selling
Anyone looking to sell IT technology B2B has it pretty hard these days

Mobile Enterprise Like Rome
While important strides are being made, we are still years away from realizing the full potential of the mobile enterprise.

Collaboration ROI Fool's Gold
Collaboration ROI miners who dig for fool’s gold and find it think they have hit the jackpot — only to find out later that it is worth nothing

Beware the Windows RAT
The latest warning from the FBI bears a strange resemblance to a trailer for a poltergeist experience. 

Big Gains for Big Data
Hadoop, Hadoop distros and the technologies and analytics around big data keep getting more widespread and more pragmatic to use.

The Definitive Guide to Content Migration (download free)
Intel migrated 300,000 web pages in only 8 weeks by automating their content migration.
Learn how they did it

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Busted: 5 Common Myths Of Customer Service

2014-22-May-Big-Fella.jpgThere are dozens of misconceptions about working in customer service commonly assumed by businesses. Whether a fresh young start-up or established conglomerate, mistakes like limited thinking or an overemphasis on one particular aspect of a customer strategy has the potential to weaken a business from the inside. And it’s amazing how many companies continue to make the same mistakes, resting on the appeal of their renowned brand name whilst they fail to address gaps in their service structure.

Go Digital - In 6 Easy Steps

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Finally, someone has stood up and said it. Digital business is not about IT,  applications, software, the cloud or even — as much as it pains us to say it — information management.

Digital business is a mindset. A different way of thinking about business. It includes all the above elements, but it is more than the sum of those parts. According to new research from Gartner, digital business is the new enterprise lingua franca, with digital expertise spread across the entire organization.

NICE Systems Wants to Hear Your Voice

Sometimes, proving who you are can be difficult. To make phone authentication easier, customer interaction management provider NICE Systems has unveiled its real-time authentication solution that requires only your voice.

The system's Seamless Passive Enrollment process creates a voice print from previous callings, so that users do not have to set up their own voice profiles.

"If a customer has called before, they can be automatically authenticated using their voice the very next time they call," NICE Enterprise Group Yochai Rozenblat said in a statement.

Carsten Wierwille: Improving CX Through Better Design

Connecting with Bill SobelCarsten Wierwille is the kind of guy who tweets that his autocorrect turns "happiness" into a "happy mess" — and that the early bird gets caught by the bird.

He sees things a bit differently, as he should: he's vice president and general manager at frog, a global product strategy and design firm.

He manages frog's operation in the US, aligning creative passion with client goals. He has more than 15 years of experience in digital design, technology and innovation strategy, and has worked extensively with clients in a variety of industries including automotive, financial services, telecommunications and media.

Rubicon Project Automates the Digital Ad Marketplace

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In the fragmented ad-tech market, Rubicon Project is focused on the sellers. The company’s cloud-based platform automates sales of digital ads for more than 700 publishers and applications, including 40 percent of the ComScore 100.

The company boasts that its ad exchange reaches 97 percent of Internet users and claims that no digital display platform in the US has a wider reach.

On the buyer side, ad agencies, ad networks, more than 300 demand-side platforms (DSPs) and more than 100,000 brands use Rubicon Project’s solutions to simplify the management of their digital ad spending — covering everything from order flows to campaign tracking and audience analytics.

So what's the outlook for this company?

HP Autonomy Adds Muscle to its Marketing Platform

HP Optimost Visual Test_ lead.jpgHP continues to build its portfolio today with the launch of Optimost Visual Test (OVT), a new self service A/B/n testing product that builds on the technology it acquired when it bought Autonomy. The technology aims to help marketers identify new opportunities more quickly. 

The introduction of OVT follows last October's launch of HP Autonomy’s new Digital Marketing Hub (DMH). OVR is, in fact, tightly integrated with DMH and adds considerable muscle to the marketing platform. 

FBI Warns: Check Your Windows PC for a RAT

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The latest warning from the FBI bears a strange resemblance to a trailer for a poltergeist experience. Does your mouse cursor move erratically with no input from you? Does your web camera light unexpectedly turn on? Does your monitor turn off -- for no apparent reason?

In reality, the warning is about Blackshades, a remote access tool malware that affects Microsoft Windows based operating systems.

According to the FBI, the malicious remote administration tool (RAT) has been used to steal passwords and banking credentials, hack into social media accounts and access documents, photos and other computer files. The program can also record all keystrokes, activate webcams to spy on victims, “hold a computer for ransom” and use the computer in distributed denial of service (DDoS) attacks.

The malware gained notoriety in a "sextortion" case involving a teen beauty queen last summer.

B2B Marketing Needs Durable Systems of Engagement

2014-19-May-No-Sales.jpgAnyone looking to sell IT technology business-to-business (B2B) has it pretty hard these days. Decision-making processes have become more complex and more people have a say.

A recent Text100 study reported (registration required) that on average, six people (in Germany, seven) with very different functions are involved with purchasing decisions. Two-thirds of the companies surveyed said that once the decision had been made, the purchase still had to be signed off by the board. At the information gathering stage, decision-makers use numerous offline and online channels to do their research. This stage now lasts longer and more resources go into preparing and justifying decisions.

The study, which surveyed 1,900 people from around the world, asked questions about the influences that affect B2B decision-makers as they consider purchasing IT solutions.

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