Your customers don’t always know what’s best for them (as Henry Ford said “If I had asked people what they wanted, they would have said faster horses.“) but they do know how to leave your brand behind if they can’t find the smooth interaction they need when they are ready to do...
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Writing content for customers at multiple skill levels can feel a bit like teaching a class full of learners from every grade—depending on experience and skill, you have to craft high-quality, reusable content that won’t condescend to one end of the spectrum, or overwhelm the other. Reusable...
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1. Good design matters. People like visually appealing things. Young companies like Well Crafted and Nest are paying attention to this and building great design into every decision they make, from software selection to Website colors. Good design is good branding.
2. The growth of...
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As they crafted the Declaration of Independence and the Constitution, I doubt that our forefathers could have guessed at the reach their words would have in the lives of their descendants. I often wonder what Jefferson, or Shakespeare, or my hero John Adams would think of how we have absorbed...
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With the advent of social media, customers have become the voice of the brand. With all communication, professionals need to think of the customer as having a seat at the boardroom table. Whether your focus is marketing, advertising, corporate communications or public relations, any business...
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Trends tend to go through a "settling in" stage, and the revolution in social is no exception. Such a great movement will have its frustrations. Keep your wits about you; in time you will find what works best for you and your brand. Everybody using social media today is finding their...
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Your last Employee of the Month award went to a customer service rep who spent hours looking through call logs and scribbled notes to reconstruct a case history. Then she stayed late to do Web searches and email colleagues for answers. Finally she was able to cobble together a resolution at the...
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The customer has changed. Their expectations shape your strategies. Their needs govern your roadmap. They speak, you listen (or eavesdrop). The quality of their experience is the most important goal of your business.
It's not enough just to tune in to what customers are saying to you and...
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This week is Small Business Week 2012, and business and academic leaders will be working together across the Internet and with in-person events to help small businesses compete more effectively, find customers, and grow their businesses.
Desk.com and Do.com — two small companies that have...
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