how you “appear online” and quantifying it for business management purposes is the first step of a journey in web excellence. The Digital Brand Audit creates a starting “Point A” framework that gives all stakeholders common ground for discussion and decisions as to what “Point B” is for your online properties and how to get there.
As an independent 3rd party audit, to provide as fresh a report as possible, we do reviews from an outside perspective. These reviews are done with just a rudimentary knowledge of your specific business strategy and goals, and without looking or knowing anything about the mechanics of current online marketing efforts. In this manner, we define the difference between what you “intent” is, and what the digital brand ACTUALLY is.
With your Digital Brand Audit, we could review your:
- Website performance (to generate traffic and conversions)
- Google performance
- Social (Re … (Read More)
There is an art and a science to listening to customers. Ultimately, you want to ensure that your company resources (people and $$$) are being focused on things that really matter to customers and increases their loyalty. This is the only way to maximize and sustain your revenue opportunity. Full Customer Experience Management #CEM processes and programs like the ones we use at TCELab to help our clients aren’t a luxury anymore — customer focus is becoming the only way to stay competitive in the modern economy.
Sometimes listening to customers is really not that hard.
Many have started with social media, but aren’t getting the results they’re looking for because they are missing the key component of the total content publishing strategy.
The one critical element of content publishing? Drive traffic to your website. To do this, you gotta get a blog, and drive ALL content through it.
For example, your next Youtube video? Post a blog with the video imbedded in it and then use the blog post URL in your social media channels / conversations. If you simply post your Youtube URL on Facebook (for example), you’ll drive traffic to Youtube, and while that may help your “branding”, it does not expose the viewers to the offers on your website. In my estimation, this is far more important for B2B companies … (Read More)
This is my presentation “Eleven Essentials for Entrepreneurs” posted on Slideshare that I presented during Tech Week in Calgary, Alberta, Canada #abtw2013 at Mount Royal University at a Student Hackathon during the @AccelerateAB conference. #yyc #yyctech Enjoy!… (Read More)
1) Draw traffic to itself with compelling content that’s so awesome (and relevant to your target prospects) that people will share it and Google will recognize it as authoritative so you rank high on SEO results. I categorize the factors that make compelling content into four areas: relevancy of content, technical proficiency, search keyword proficiency, and social reach.
2) Convert traffic to an ongoing relationship (newsletter sign-up, social follow / like, sales lead, sales close). Otherwise known as “engaging the visitor,” I frequently ask my clients “Where’s the Buy button?”
I know there’s LOTS more nuts and bolts to it — hopefully if you keep these two primary goals in mind, it’ll make it easy to understand what to spend your time and $$$ on when revamping your web presence.
With two new partner announcements from the U.K. and Australia, Dr. Bob’s new book “TCE” that outlines the scientific approach that our technology at TCELab supports and good progress on our CLAP (Customer Loyalty Analytics Platform) architecture, TCELab is rocking it. And, we’re ready to rock it for you.
TCELab is a global leader in applying predictive analytics to customer loyalty and big data. The CRD is one of several survey, audit, and linkage analysis services TCELab offers. Ultimately, it’s about truly UNDERSTANDING your big data … and havi … (Read More)
At the A100 AGM last week, we had a chance to take stock in the progress made in the local Alberta tech community. The A100 (www.theA100.org) is “a collective of Alberta’s successful tech executives and entrepreneurs.” Everyone in the association has been involved in some type of business exit and are dedicated to helping Alberta’s next generation of tech startups thrive globally. We are 58 members … (Read More)
Some think the suckage of their website is because of the graphics. Some think it’s because there’s no Facebook icon. Some think it’s because it doesn’t deliver leads. Or, the copy doesn’t reflect what the company really does. There’s no traffic. The logo is not right. The blog isn’t read. The email campaigns don’t work. Your Twitter and LinkedIn followers are low numbers, and haven’t been growing. No one starts the free trial. The colours are wrong.
The Web Sales Funnel
I’ve been doing a lot of work answering this question myself for a variety of companies, and there’s good reason for confusion about website excellence. It’s because it’s confusing. I try to … (Read More)
With gratuitis use of Dr. Bob E Hayes’s Customer Loyalty science and gfx (thanks!) …
Three ways companies make money
There are three ways a company can make money: 1) Gett … (Read More)
A hackathon is an event in which computer programmers and others in the field of software development, like graphic designers, interface designers, marketers and project managers collaborate intensively on software projects. And, intense it was! Over the two weekends, a total of 17 teams came together.
For what it’s like to be on a team, check out Jason Zeller’s post titled “10 Lessons Learned from My Adventure at Startup Weekend” on TechVibes: http://www.techvibes.com/blog/lessons-learned-startup-weekend-2013-02-12
I was honoured to be a judge at both events and I can tell you that it was far from easy … (Read More)
I’ve been working with Cameron Peters and the team at Trilogy Software through the company’s genesis and go-to-market launches. Hot on the heels of last tax season’s DoxCycle introduction, we announced TaxCycle in April, 2012. Fast forward to beginning of January 2013 as they just recently released TaxCycle T1 Professional Tax Software for Canadian Tax Accountants and Preparers for the first time: (Read More)
“Content is King,” has become the battle cry of a generation of inbound marketers, content publishers, graphic designers and social media gurus. Mr. Gates was wicked right when he said that in 1996. I went searching for his famous article the other day, and it inspired me so wanted to share. Interestingly, Microsoft has taken it down from their archives on their site, but I found it nonetheless. The entire article is below.
As a marketer, I love content. Clever content by companies to market their wares can entertain, educate, and engage. It helps to close sales. It helps to define customer relationships. So, in terms of inbound marketing, content IS king.
But the content to which Bill Gates refers isn’t king. Those that make the content STILL don’t make as much as the broadcasters. Let me explain.
It’s been 17 years since Bill … (Read More)
The CRD Voice of Customer key driver analysis survey product from TCELab helps your SaaS company both accelerate business and focus resources. TCELab is standing at the cross roads of Big Data and Customer Loyalty. The CRD (with key driver analysis) and it’s brother, “Linkage Analysis” are both part of the predictive analytics required to use customer data to as the key to “crossing the chasm” for technology firms, especially SaaS (Software as a Service). One of our 9 products, the CRD: Customer Relationship Diagnostic is a Voice of Customer (VOC) survey that measures 3 dimensions of Customer Loyalty to determine the key drivers that create brand fans & drives growth. The CRD is particularly well to SaaS Software companies due to the monthly nature of the customer loyalty battle.
We get asked about the CRD so much, and the web pages, infosheets and .PDFs don’t see … (Read More)
Canada’s new anti-spam law (CASL) is a step in the right direction towards balancing corporate needs for online marketing and individual privacy.
CASL is part of an overall CRTC 2012-2015 plan to modernize Canada’s communication systems. In addition to the new anti-spam legislation, it includes reviews of radio policy, public alert systems, mandatory telemarketing fees and a whole bunch of other stuff. It’s expected that CASL will go into effect mid-2013 when Bill-C28 is passed into law. There are a lot of nuances to CASL – here’s the official Government of Canada website: http://fightspam.gc.ca.
There are some guidelines in … (Read More)
The U.S. government recently released a Big Data set for Patient Experience (PX) for public and private health care facilities throughout the U.S. PX is collected by a survey known as HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems). At TCELab, we’re interested in all sorts of Big Data; how you can build customer experience metrics that link to operational metrics providing predictive analytics for sustained revenue growth. This health care Big Data set is RICH in insights, if you know where to look.
|Want to engage TCELab to figure out some of your Big Data?Email me: firstname.lastname@example.org.Head on over to the TCELab website for more info abou … (Read More)|
I’ve recently gone through an experience where I needed to quickly find a CPA/Lawyer combination in the State of New Hampshire. I did a Google search for many combinations “CPA Accountant New Hampshire” and the results were like a big hairy ball of listings — so I thought it would make a good blog post as to what accountants can do to be found online. The thoughts around local SEO applies to all professional businesses, not just accountants, so read on.
As I waded through the search results on the first one or two pages of Google results, essentially 12 accounting firms bubbled up. I checked out their websites; one did not have a website, … (Read More)
If the SMS message gets there, that is.
When you press “Send” with a text message, you’ll get a message that says “SMS Text Message Sent.” Notice that you never ever get “SMS Text Message Delivered.” That’s because no one knows for sure!
As easy as it is to send a text message, the systems, technical and political differences between carriers and countries around the world means that SMS messages don’t always get there immediately (latency). Sometimes, they don’t even show up at all! Sometimes the URL’s are stripped. Sometimes the messages don’t show up in their entirety.
A survey of attendees at Mobile World Congress and CTIA’ … (Read More)
In my consulting, I’ve been helping companies create social and digital go-to-market strategies and then putting together teams to reflect the tactical execution of the strategies. As we start building and recruiting great teams around customer centric, data driven leadership, I thought … “what would I ask a CMO if I was hiring them?”
Not all CMO’s are created equal.
The New World Order means a lot more hands-on work in the cloud, so … (Read More)
If you’re in the SaaS business, think ABC. “Always Be Closing,” is the infamous sales motivation line from Alec Baldwin’s in from the movie “Glengarry Glenross.” Everyone who sells things needs to see this vido clip.
Everything we do in a company is about selling. We all know that, right? Expenses such as improvements to service is ultimately about helping to ensure customers stay loyal so they don’t exit to the competitors. Employees are given 4 days off a year to do charity work because it makes them happy, and happy employees make happy customers who tell other people about your company. Understanding how customer loyalty and employee loyal … (Read More)
Enjoy my quick look at “9 Ways To Screw Up QR Codes at Trade Shows [Infographic]” — hope it helps for your next face-to-face event. Here’s a .PDF version: (Read More)