Where Tech Fails, Humans Can Prevail
When you’re a company that deals in products and/or services, customer service is key to ongoing sustainability. And one key to delivering superlative…
The Positive Side to Bounce Rate
Did you know that a user can complete action on your website with just one click? I recently read an article on MeetContent.com that talked about “The…
Puffery -- The 'Magic' Dragging Down Your Content Effectiveness
Puffery may be behind your magic slogan, but tricking your audience is a recipe for failure. And while being a fan of yourself may be great, too…
Your Best May Not Be Enough - Managing Customer/Corporate Conflict Online
We often talk about how businesses should respond to customers online. We talk about establishing action plans, response protocols, and single-points…
Thriving or Merely Coping? When Good May Not Be Good
There can be a huge difference between a “Yes” and a “Yes.” Context is everything and when you’re reaching out to customers and users for feedback…
Commenting -- Just Because the Bathwater May Get Filthy Doesn't Mean the Process Isn't Worthwhile
See no evil, speak no evil, hear no evil. But maybe miss out on some good. There are those who gleefully say, "don't read the comments," when it comes…
On Facebook You Are What You Liked
Remember that oh-so-ironic like you posted two years ago on Facebook? You may not, but Facebook Graph Search certainly will. As a result, will users…
How to Receive an Accessibility Complaint
In my prior post I discussed the forbearance required of accessibility complainants. I will now cover the other side of the coin: the response I'd…
Building Stronger Student Relationships: Omnichannel Tactics to Boost Engagement and Recruitment
Need to Know Post-secondary institutions are competing for a small, selective group of students, making it essential to highlight their strengths to…