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Web Engagement News & Analysis

Customer Experience Advice from the Experts: Content, Commerce, Community

When defining your Customer Experience Strategy you should take 3 C's into consideration: Content, Community & Commerce. Not sure how to start? Read on for some advice from the experts. 

Poll: What is Your Top Customer Experience Priority?

Your customer experience strategy is likely composed of several initiatives. Perhaps you want to implement a new community or improve your e-commerce experience. Maybe it's your cross-channel integration that needs the most love?

This month we're focused on Customer Experience Management (CXM) practices and tools. To better serve you, we want to know what you care about most.

There is no witch here to cast spell and give you the right answer. And there's no skeleton in the closet that you need to hide -- every organization has different priorities. Our poll is open until October 25th. We'll share the results here before the end of the month.

Context Aware Content Management: The Most Important Pivot In CEM

Web content management has changed. Yes, again. The universe of options for organizations to create, edit, manage and ultimately publish content to their Web platforms has shifted for the second time in a decade.

Customer Experience: Are You Choking Your Tradeshow Data Collection with Tchotchkes?

If I had a £1 coin for every time a tradeshow stand gave me the chance to win an iPad simply by handing over a business card, I would be able to afford an iPad.

Apple iPad, iOS Dominate Mobile Web Traffic

Market research from ComScore suggests that Apple's iOS platform is even more popular than expected. Both Apple's tablet and smartphone platforms dominate in their respective markets, in terms of mobile web access.

Customer Experience: Consistency is a Fair Exchange for Loyalty Online

As we build our learning and body of knowledge around user context in a multi-channel world, we increasingly recognize the intrinsic values of consistency. Productivity, familiarity, effectiveness and success are some of the ways users express satisfaction when they encounter intuitive and repeatable patterns in user experience. And these are the kinds of feelings that make people come back. Of course we aren’t talking about un-changing, never-ending consistency, because that’s boring. We simply do new things in similar ways that bend to take advantage of the unique capabilities and opportunities provided for experiences in each channel.

Sitecore, Ektron, Mid Market Web CMS Vendors Raise Prices, Switch Focus

We've long considered Web CMS vendors like Sitecore and Ektron to be mid-market players. And to some extent they still are. But with the evolution of web content management towards customer experience management has come a shift in the .NET Web CMS vendor landscape. Here's a look at where the players are today.

5 Ways to Make Your e-Commerce Site Customer Experience Focused

More and more people are purchasing good and services online. A recent Forrester Research study was released showing a 5-year U.S. Online Retail Market Forecast -- the numbers are astounding. Needless to say, selling products online is a massive distribution channel for nearly every company, but just having a “shopping cart” is not enough -- your e-Commerce website should be customer experience focused.

Customer Experience: Dig Deeper on the Wants and Needs of Your Customers and Consumers

In reading Customer Experience: Help People Do Things, Don't Keep Them on Webpages by Gerry McGovern, I was reminded how the overall UX community is singularly focused on this well reasoned, but incomplete idea. While the article, and much of the associated UX literature that pervades the content ecosphere, is applicable in task-oriented domains, it lacks broader applicability because it treats the web as one big shopping cart and ignores two big factors.

 

New Social Media Search Tool Combines Sentiment Analysis & Content Discovery

Are You Proliphiq? New Social Media Search Combines Sentiment Analysis & Content DiscoveryWith the anticipation and excitement around Facebook’s Timeline, you might be wondering what other social media networks may provide in response. Look no further than Proliphiq, a new social media search tool that aims to connect the right users to the right content at the right moment.

Issuu Offers Online Publishers Access to Targeted Advertising

Issuu Offers Online Publishers Access to Targeted AdvertisingIssuu, the magazine, catalog and newspaper digital publishing platform has launched Issuu Adpages, a tool that gives publishers the power to leverage their networks by allowing users to quickly distribute original print materials as digital media presentations.
 

A Week in Google: Google Cloud SQL, Hashtags in Plus & a Lack of Ice Cream Sandwiches

This week the Google-verse provided fans with Google Cloud SQL, a Twitter-esque feature in Plus, and better options for UN-sharing. 

Ektron Partners With PR Newswire for Social Media Monitoring & Press Release Publishing

We knew there was some partnership in the works back in late July when Ektron announced the latest version of its web content management/customer experience platform, but now it's official and a little more detailed.

Will Bank of America Learn a Lesson from Netflix?

I am not going to complain about Bank of America’s decision to charge $5 to use their debit card, even though I’m a current card holder of the Alaska Airlines “Award Winning Mileage Plan.” The great thing about living in this country is that we have options. So yes, I will be cancelling my card this week. $5 isn’t a ton of money, but it’s the principle that bugs me.

Webtrends Scores Facebook Engagement with Hoverstats

Care to evaluate the effectiveness of your Facebook posts? Hoverstats, a new tool from Webtrends, allows you to do just that.  

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