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Digital News & Analysis

Build an Online Community - and Customers Will Come

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Most businesses recognize customer communities can build brand trust, improve support, reduce costs and even enhance marketing efforts and generate new product ideas. That's the conclusion of a new report from Get Satisfaction, an online community platform.

Get Satisfaction surveyed more than 800 professionals in support, marketing and product teams in businesses of all sizes. The not-so-surprising conclusion — given that the company markets a customer engagement platform — is that more businesses recognize social platforms are a good way to engage with brands. 

“Adoption has really started to take off and people understand the value,” said Get Satisfaction CEO Rahul Sachdev. “61 percent of folks have adopted an online community and 58 percent of those adopted it in the last two years.”

How to Build a Content Marketing Program from Scratch

2014-30-September-Start-Up.jpgA lot can change in a year. One year ago, I was the lone attendee from SAP at Content Marketing World 2013. We were looking for a way to create content that would resonate with our target audience and a strategy that would align with our goals.

Starting a successful content marketing initiative is an exciting and sometimes overwhelming undertaking. There are different ways to go about creating a program and the key is finding what will work best for your business.

Discussion Point: What's the Best Way to Rank Software?

customer experience, Discussion Point: What's the Best Vendor Software Ranking Method?

If you're in the software world -- who isn't, right? -- you've heard of the Gartner Magic Quadrant and Forrester Wave reports that rank software vendors.

But they aren't the only ones measuring vendor performance. There are crowdsourcers like these guys and these guys. Other research firms produce reports.

Each ranks software vendors differently. And each never fail to advance industry conversation.

Vendor software rankings come with debate. They even come with lawsuits.

Dave Ramsey: On Winning, Losing and Getting Personal

Connecting with Bill Sobel

What does Seth Godin — who writes the most popular marketing blog in the world — have in common with Dave Ramsey — financial author, radio host, TV personality and motivational speaker? They're two of the three co-hosts of Business Gets Personal, an event this week in New York City.

On Thursday, Ramsey, Godin and Gary Vaynerchuk, founder of Wine Library TV — a daily video blog about wine — will host Business Gets Personal at Lincoln Center in Manhattan. It will offer keynotes, panels and networking opportunities. The subtitle of the event: People, Passion and Perspiration.

Focus on Customer Convenience and Effort, Not Experience or Satisfaction

You’re out of coffee. You have two choices. Ask your neighbor or drive to the local convenience store. Your neighbor, John, is nice but boy does he love to talk. You drive to the convenience store. 

We don’t always want to engage. We don’t always want an experience. Sometimes, we just want to get things done as quickly and easily as possible.

How Google's Universal Analytics Help Segment Customers

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Segmentation is not new in analytics. In fact, it’s not new to marketing. Every product or service is meant for a segment in one way or another.

But the concept of “another way” has grown substantially thanks to digital media – and marketers are still learning how to manage segments well.

Sounds of Silence Hamper CEOs on Social

Maybe they’re stuck in their ways, busy or just plain shy. Whatever the reason, there’s not much tweeting going on at the top.

A new survey shows that Fortune 500 CEOs aren’t using Twitter and nearly 70 percent shun all five major social media networks. And the decision may be costing them.

Look Who's Talking ... And It's Not Americans

Who talked the most during Social Media Week? Don't bet on the US.

Americans accounted for 50 percent fewer of online conversations than the leading country during Social Media Week, which ends today in 11 cities worldwide. 

Who won? India, by a big margin.

Happy Pockets, Happy CXers, Happy Birthday and Happy Pairings

The latest in communicating, freelancing, marketing, certifying, and joining from the Crisp City and The Hub, the Golden City, The Wake, the Grey City, the Mother State, Lil B Town, and The City So Nice They Named It Twice.

Avoid These Common Web CMS Implementation Pitfalls

2014-25-September-Wile-E-Coyote.jpgContent Management Systems (CMS) have evolved tremendously in the last decade, maturing into an impressive list of offerings. As these offerings have grown in complexity, so too has implementation. Selecting the right solution for your company and a digital partner can mitigate these challenges, but once your implementation is underway a few common issues can cause havoc on the project.

Why Apple Pay Will Boost Mobile Payments

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Apple did more than announce its new, bigger iPhone 6 and super sized iPhone 6 Plus and much-anticipated Apple Watch earlier this month.

It also showcased its new mobile payment system, Apple Pay. Though payment via mobile devices using near-field communication (NFC) is not a new concept, Apple went beyond the norm.

Rather than just add an NFC radio to its new phones and watch and call it a day, it engineered a complete payment system and network. It's now ready for launch with its other new products, which is very likely why Apple Pay will succeed where other NFC payment systems have failed.

Stock Photo Agency Adds Social to Search

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Sure a picture is worth a whole lotta words. But how do you find the right picture to use in your marketing?

As anyone who has combed the archives of a stock photo site can attest, it isn't easy. 

But Dreamstime, a stock photography agency based in Brentwood, Tenn., claims it has a solution. It's factoring social media into its search function.

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.

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.

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.

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