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| Maximize Your Digital-Marketing Mix |
When marketers evaluate all the digital communication channels at their disposal, they're faced with a rich array of choices, including the latest in social-media and mobile marketing. Today's businesses should be using complementary media -- email, social networks, and mobile -- to most effectively connect and communicate with their current and prospective customers.
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[Full Article]
Mar-07-2010 |
| Best Practices in Multichannel Management |
The influx of email, chat, web calls and online self-service has made managing a call center -- and ensuring high customer satisfaction -- more challenging than ever. Here's what leading multichannel call centers have in common.
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[Full Article]
Mar-07-2010 |
| Social Media Sock Puppetry |
For some it is a trap so alluring they cannot resist. Posting a fake comment, providing incentives for a positive blog and making up customer testimonials all seem like a good idea at the time, but these things often end in a fiercely negative backlash. The term of art for such behavior is called social media sock puppetry, a name for inauthentic and deceptive communication from organizations and individuals. Examining why sock puppetry fails provides a clear explanation of how social media can really be effective.
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[Full Article]
Mar-07-2010 |
| Brands to Last: Building a Winning and Enduring Brand |
You've got a great product. Fair price. Solid service. What’s the problem? You need a brand, experts say. Sounds good, but how do you define your brand? And once you do, so what?
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[Full Article]
Mar-07-2010 |
| Why Quality Matters In Data Points |
Key performance indicators (KPIs) have been top of mind for business leaders and corporate strategists for the better part of a decade. When all the numbers are crunched by the server farms inside the data center, this is the information that's extracted and neatly compiled into colorful charts. As it turns out, however, not all of these KPIs are key and some are actually misleading.
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[Full Article]
Mar-07-2010 |
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