Two Customer Feedback Types You Need To Balance
‘They’ve been so helpful that I’ll definitely come back again’ or ‘the staff was really unhelpful: never again!’ Whether they rant or rave after having had an experience with your business, customer feedback is mostly service-related. However, if you watch them just through that lens, you’ll get a partial view of the picture. Thus you…
How to Use Hashtag Tracking to Optimize Your Social Media Content
Hashtags form an important part of any social media strategy. While brands already leverage them to power up their reach and engagement, it’s also possible to use them to optimize your content. And how can you achieve this? That’s exactly what hashtag tracking can help you with. It helps you understand how your content, and…
How To Choose KPIs For Your Digital Marketing Strategies?
In a world where data is everything, digital marketing has proven to be a great way to produce great campaigns for future use. More traffic means your digital marketing tactics have proven to be effective. So, if you are ranking #1 in a keyword, it means you are doing something right. While it feels good…
Is Your Customer Service Addicted to KPI?
‘Metrics, metrics, metrics’. That’s one of the most common refrains when it comes to measuring the effectiveness of customer service. This golden rush towards the the best one(s) has even increased with the spread of support thru digital channels. What shall we measure? How often? What can we do to improve results? That’s causing a…
3 Common Customer Service Sins To Get Rid Of
Last Monday I had an interesting conversation with Paul, an English colleague of mine. As we are both 100% customer service focussed, we usually talk about this topic. But this time, we did so in a different way, asking each other: ‘what’s the biggest customer service pain point in your local market?’ This simple question…
Vital Instagram Metrics Every Business Should Be Measuring
Have you been working on your Instagram marketing campaigns for a while, but feel unsure if the time you’re spending is resulting in anything valuable? A lot of marketers find themselves in this scenario. The easy metric to track if you’re new to Instagram marketing is follower growth. That’s something everyone can do, and something…
What Are Quality Metrics: How Will They Help You Convert?
In this article, Robert Caruso compares quantity metrics with quality metrics. Certainly one is easier. But it’s the other that will bring you conversions. This is another in our “Great Articles You may have missed” series. Quality v Quantity Metrics In the complex world of digital marketing, it seems that nothing is very easy. The…
The Devastating Cost Of Poor Website Performance
This article from Wade Harman looks at the effects that poor website performance may have on your company’s bottom line. It’s certainly cautionary reading, and is another in our “Great Articles You may have missed” series. Poor Website Performance Has A Cost! In the past few years, consumer trends have shifted in favor of online…
The Must-Have’s of a Social Customer Service Platform
‘Hey Paolo, what’s the best Social Customer Service platform for my business’? This is a question I often get asked that can not be answered with a tweet. In fact, by the time a brand is searching for a ‘digital dashboard’ to interact with different channels with customers, they should have already planned their overall customer…
The Connection Between Emotions & Goals In B2B Buying
By Tony Zambito For most of the past few decades, leading up to the advent of the Internet and digital technologies in the 21st century, there has been an accepted paradigm regarding B2B buying decisions. This paradigm consisted of an unquestioned notion that B2B buying decisions were disciplined, rigorous, process-based, and rational. In essence, a…
