Converting Online Conversations to Offline Sales – A New Book for Small Businesses, Out Oct 28

It’s never been easier for small businesses to establish themselves as a reputable business on the web. Leverage social media, search engines, and online reputation in the right way, and your mom and pop shop down the street can outrank the largest big box store in search results, word of mouth, and social influence. I […]

Bringing The Brand And Brand Promise To Life Is A Big Piece Of Customer Experience

Given Apple’s various announcements yesterday, I thought it’d be nice to republish this blog post highlighting Apple’s brand promise. —- When you see a brand logo, what sort of expectations come to mind? Let’s take a look atĀ Apple, a brand that successfully brings the brand promise to life in all incarnations of the experience. When […]

Yes, There Is A Secret Sauce To Success On Facebook For Businesses

No, not ketchup. Nope, not brown mustard either, although I do love brown mustard a lot. YES! The correct answer to the secret sauce question is….(drum roll…)…. Engagement. Businesses who successfully integrate Facebook into their marketing mix give their customers a reason to be there. Most of you can’t slap together a Facebook Fan Page […]

Customer Experience Truth #13 – Even In A 100% Online Business Model, There Are Still Key "Offline" Experiences You Need To Address

Business who are 100% online have a nice list of advantages over off/online businesses – they have full control over the shopping experience. No part time employees to train. No brick and mortar rent to pay. No ability for an angry customer experience to negatively impact other people who happen to be in the same […]

Great List: Web Marketing Facts You Should Know

If you’re in marketing, social media, or just a regular small business trying to figure out where to focus your resources, this is a must-read list from Junta42: Some stats that stand out, especially for small business: 62% of search users click a link on the first page of search engine results. 77% of search […]

Why Are You Performing A Gap Analysis? Everything Is Great!

The first thing I do when I step onto a new project is get a sense of what the real story is. And, as is the case most of the time, the real story is lurking somewhere 15 feet below where you thought you were walking. This real story is where things are a bit […]