3 Lessons from Truly Customer-Centric Companies

Collecting customer feedback is the obvious first step in providing optimal customer experiences. But it’s only the first step. Nothing is accomplished unless that feedback drives some kind of action. Too often feedback is collected, aggregated into a database of responses, analyzed over time, reports are generated, and eventually a presentation is made recommending changes. By then the customers who provided the feedback have determined that nothing is being done with their input and they’ve

TrueReview: Collect Reviews Easily And Grow Your Business’ Reputation and Visibility

This morning I was meeting with a client that has multiple locations for their business. While their organic visibility was horrible for their site, their placement in the Google Map pack section was fantastic. It’s a nuance that many businesses don’t fully understand. Regional search engine results pages have 3 main sections: Paid Search – denoted by small text that states Ad, the ads are typically prominent at the top of the page. These spots

Brand Perception is a Key to Successful Marketing

When I first visited Chicago with my parents years ago, we did the obligatory visit to the Sears Tower (now known as the Willis Tower). Walking the blocks to the building and looking up – you begin to think about what a wonder of engineering it is. It’s 4.56 million gross square feet, 110 stories high, took 3 years to build and used enough concrete to make an eight-lane, five-mile-long highway. Then you get in

Medallia: Experience Management To Detect, Identify, Predict, and Correct Issues in Your Customers’ Experiences

Customers and employees are producing millions of signals critical to your business: how they feel, what they like, why this product and not that, where they’re spending money, what could be better… Or what would make them happier, spend more, and be more loyal. These signals are flooding into your organization in Live Time. Medallia captures all these signals and makes sense of them. So you can understand every experience along every journey. Medallia’s artificial

5 Data Disconnects and Bad Marketing Assumptions

We recently ran a user experience test of our site, and the results were split. The audience loved our content but were irritated by our advertising – especially where it was sliding in or popping up. While the testing validated the layout of our site, ease of navigation, and quality of our content – it also pointed to something that annoyed our overall audience. This disconnect is something that virtually every marketer has to balance,