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Web Experience News & Analysis

10 Ways to Ruin a Press Release

cat on the headDo something gross at SXSW. Tweet something inappropriate. Put a cat on your head.

Getting attention is easy. But getting the right attention … especially if you represent a company or brand … well, that's quite a different story. So what happens if you're the one responsible for telling your company's story?

We've been sharing tips for years about writing great press releases, optimizing their distribution and maximizing their value with various digital technologies. But sometimes you need something a little more direct — a crack on the head, so to speak. And we don't mean by a cat.

Why a Unified Database is the First Step to Real Time Marketing

Why a Unified Database is the First Step to Real Time MarketingImagine a customer interacting with your mobile app on a smartphone. She completes tasks and unlocks a rewards discount. The next day, sitting at her home desktop, she visits your website, and, voila! -- her rewards points display along with the discount offering. 

Perhaps mobile apps aren’t core to your business. What if a prospect retweeted your blog post and you sent a triggered email a few minutes later thanking him, which invited him to follow you on LinkedIn? Or if someone walked into your store, and within moments received a text message with an offer customized to her past interactions with your company?

The idea here is that you’re delivering cross-channel, behavior driven communications -- all in real time -- that are uniquely relevant to each contact in your database. But delivering this level of tailored customization instantly is easier said than done.

In Defense of the CIO: Why the Role is Important

customer experience, In Defense of the CIO: Why the Role Will Not Fade Away

We've said a lot about the chief information officer this month.

The CIO role will fade away. CIOs should report to CMOs. Innovation escapes CIOs because they don't have the time.

So what do you think, Mr. CIO?

Mr. CIO for us today is Ian Cox, who was a finalist for the British Computer Society’s CIO of the Year award in 2011 and was also ranked among the top 100 UK CIOs for 2012 by CIO Magazine.

Will the role of the CIO fade away?

"The suggestion that the executive functions of the CIO could be subsumed within another C-level role is to misunderstand and grossly undervalue the role of the CIO," the London-based Cox told CMSWire. "In effect it is saying that what a CIO does can easily be done by another C-level role, that being a CIO doesn’t require specialist knowledge or skills in the same way as other senior roles do. This couldn’t be further from the truth."

Programmatic Shaping the Future of TV Ad Buying

simulmedia salon

Programmatic ad buying is efficient, effective and delivers real time behavioral insight. It refers to the use of software to purchase digital advertising, rather than traditional process that include RFPs, human negotiations and manual insertion orders.

In simple terms, it's using machines to buy ads. Now some online ad buyers who are using "programmatic" trading techniques for video are exploring options for using the same digital processes for ads on TV, as I learned at a recent Simulmedia Salon on the future of video advertising.

CMSWire Tweet Jam: Real Time Marketing #CXMChat

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Let's face it, people are impatient. They expect companies to deliver what they want when they want it. But are real time results achievable and will they be the key to delivering on customer expectations? Find out at this month's Tweet Jam!

Agile CXM Won't Be Crafted with a Swiss Army Knife

Did you know that the Swiss Army Knife is over 100 years old? There are more than 100 different models available and more than 34,000 leave the factory every single day. It's one of those multi-use tools that you like to have in your pocket for that moment when you need just the right solution. No wonder MacGyver carried one all the time.

But you wouldn't expect a carpenter to build your house with a Swiss Army Knife, or that an artisan would use one to craft a fine piece of furniture. We have to believe that even MacGyver, given his preferences, would rather have a set of proper tools to defuse bombs if they could only be made portable.

Build Partnerships to Reach 'Markets of One'

In this digital age, customers, citizens and employees all expect to be treated as individuals. They expect highly personalized experiences tailored to their unique needs and powered by systems of engagement that know who they are and how they want information delivered to them. Is this in conflict with the company’s goal for looking for cost efficiencies, secure data and compliance?

Finding the Things We Don't Search For

Search behavior is one window into the customer’s mind. But there are many others.

This Week: SharePoint Cloud Choices + Email Marketing Done Right

Google Analytics Measured
What are you analyzing in Google? Here are 10 things you should be measuring in Google Analytics. 

Be a Rockstar Email Marketer
Gmail's decision to display the unsubscribe feature more prominently should not affect email marketing campaigns.

Make Your Employees Smile
Develop the employees you have, rather than focus all your efforts on recruiting, John Hagel told the crowd this week at the SXSW festival. At the same conference, we explored the maturing API space.

SharePoint's Cloudy Options
When it comes to hosting SharePoint on premises or moving it into the cloud, there is never one right answer.

Is Box All That?
All eyes are on Box as the world waits for the file sync and share startup to reveal its financials in preparation for its pre-IPO road show. 

Thanks for Playing, CIO
Do we need CIOs anymore? One executive says that role will soon morph into others.

Forrester Report: B2B Marketing in the Age of the Customer
Leverage modern competitive advantages to win business and market share.
> Get the Report

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BrightEdge Redefines Content Marketing for the Big Data Age

Sure, the days of Mad Men are long gone, marketers are no longer creating clever content and sending it out into the world, hoping that something will resonate with the customer.

The age of search engine optimization has done much to change that; enterprises now leverage data and analytics to place the right content in front of the right people at the right time in order to get a desired result -- be it brand awareness, engagement or ultimately, a purchase.

How’s that working? If you’re online experiences are anything like mine, there’s room for improvement and that’s putting it mildly. But it’s worth noting that the only thing that bad marketing seems to cost the consumer is the effort needed to ignore something.

CIOs Say There's No Time to Innovate

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Most of the readers coming to our site rank working with a good team ahead of other factors in terms of job satisfaction. Even more so than being paid fairly.

A lot of those readers are CIOs.

So while we know what's making some CIOs happy at work, how are they spending their work days? Constellation Research reports that while CIOs prefer to spend their time on innovation projects, most spend their time trying to reduce the cost of IT delivery.

The findings came in Constellation's annual survey on CIOs -- "The Evolving Role of the CIO in an Era of Digital Disruption" -- released this week. "In the shift toward dominating digital disruption, CIOs can only move as fast as their organization’s DNA will allow while driving transformation," wrote Constellation's R "Ray" Wang, founder and principal analyst.

Predictive Analytics Helps Marketers Get Personal

It wasn’t too long ago that it was considered novel to use web analytics to determine a customer's or prospect's interests and then email them somewhat relevant content after the visit. Marketers could provide a basic level of customization (such as name or account personalization and dynamic interest or product content) based on the segment that visitor fit in.

Then came the ability to send email messages triggered by a known visitor’s actions -- when they abandoned a shopping cart or completed a lead form. These behaviorally targeted messages worked for a while, sometimes generating lifts of more than 20 percent. But the novelty wore off and people stopped opening or responding to email.

8 Ways to Optimize On-Site Search

Customers navigate a website in one of two ways: they browse or they search. In fact, on-site search is the second most visited area of any given website, yet it’s not always at the top of the priority list when it comes to site optimization. Given the prominence of search and the impact it has on revenue, it should be one of the key areas in your testing plan.

This post will address eight ways to optimize on-site search that will help your visitors find what they want and help your bottom line.

Contact Centers Drive the Social CRM Revolution

With more than 2 million Twitter accounts established every day, social media presents a host of new challenges and opportunities in the realm of customer relationship management (CRM). People are tweeting not only about their customer service needs but also the good, bad and ugly of the experience that they receive from companies.

According to evolve24, 70 percent of customer tweets to companies are being ignored -- and the damage can be significant. Gartner estimates that failure to respond via social channels can lead to an up to 15 percent increase in churn rate for existing customers.

Can Big Data Help Nate Silver Reinvent Journalism? #SXSW

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Big data luminary Nate Silver, editor-in-chief of fivethirtyeight.com and special correspondent for ABC News, and Bill Simmons, editor-in-chief of Grantland, led a new track at SXSW in Austin, Texas this year called SX sports. They talked about their experiences in a session titled  "Media and The Personal Brand."

Jon Skipper, president of ESPN, introduced them and articulated his vision for helping the two individuals create something bigger than themselves. He wants Silver and Simmons to help create new forms of journalism by partnering with ESPN.

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