Personalizing Customer Interactions Secures Customer Loyalty

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By Oliver Jaeger Back in June I wrote about the importance of creating a great user experience for content creators. One of the areas I touched on was personalization and how that can help separate your website from your competitors. How important is personalization? According to Gartner analyst Gene Alvarez, “By 2018, Gartner predicts, B2B companies with effective personalization on ...

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When the CEO IS the Brand

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By Andrea Obston What do Paula Deen, George Zimmer, Richard Branson, Walt Disney and JK Rowling have in common? All of them are living icons of the brands they created. Through good times and bad (and whether they like it or not) these individuals ARE their companies in the minds of the public. Over the last few years we’ve seen ...

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Mobile loyalty apps: which Australian brands are getting it right?

By David Moth While the alerts are my favourite feature, Qantas hasn’t ignored its frequent flyers. The app allows passengers to manage their bookings, check-in for domestic journeys, and check their flight status. And if you’re worried about checking your emails at the airport, the app also lists the amenities on offer in all of Qantas’ business lounges. Overall I’m ...

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Customer Feedback Fatigue

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By Terry Green Has anyone else fallen for those sweet, seductive words, “Would you like to participate in a short survey at the end of your call today, to help us improve our service?” Or have you by any chance answered a text message enquiring about the service you have received only to be hit by another and another? I ...

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What is Ghostwriting?

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By Inklyo Have you ever wondered how celebrities—surrounded by paparazzi, traveling around the world on tours, and balancing family and relationships—can possibly send out hilarious tweets every five minutes? In most cases, these celebrities can barely spare a minute for social media or website content. Instead, they hire “ghostwriters” — people who produce content under the celebrity’s name. Many celebrities, ...

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Social Business For Real Work #12: Social Business In The Finance Team

By Richard Hughes Part 12 of the Social Business For Real Work series The Challenge Most social business case studies concern edge-of-the-organisation departments such as sales, marketing and customer service. Opportunities for improving communication between and within other departments in the company such as Finance, HR and Legal are often overlooked or ignored. This is largely due to the misconception ...

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How To Make The Business Case For Content Curation

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By Heidi Cohen 5 Ways To Prove To Your Boss You Need Content Curation Have you made the case for content curation within your organization? Don’t think that your firm needs content curation, then look at these content marketing facts and see if you’re ready to reconsider. 93% of B2B businesses use content marketing according to Content Marketing Institute and ...

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