3 steps to a more effective retail Facebook presence
Amidst the many clouds of uncertainty surrounding retail use of social media, a few key strategies are starting to emerge. Three recent studies, including a white paper written by yours truly, have...
View ArticleBeyond the Buy Button: The Huge Additional Value of Retail Websites
Sometimes, I think we focus so intensely on the e-commerce sales of our sites that we miss the overwhelming additional value they bring to our businesses. Retail websites, particularly for...
View ArticleBought Loyalty vs. Earned Loyalty
Acquiring new customers is hard work, but turning them into loyal customers is even harder. The acquisition efforts can usually come almost solely from the Marketing department, but customer retention...
View ArticleYour moment of Venn
My friend Chris Eagle sent me this cartoon recently: Clearly, the cartoonist was frustrated with some recent visits to university websites. But it’s not hard to apply his Venn diagram to many of our...
View ArticleEmployee Satisfaction Leads to Customer Satisfaction (and Big Profits)
“Companies with strong consumer branding outperform Standard & Poor’s index. It’s a lesser known fact that companies with a high rating from both consumers and employees double that return.” –...
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