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July 18, 2019
smart document management can allow sales reps more time to ensure excellent customer experiences
Technology has so empowered today's customers that they are totally in control of the sales process. This means that the quality of the customer experience is a determining factor in whether a sales organization succeeds or fails. Consider, for instance, that more than half of customers are likely to switch brands if a company doesn't make an effort to personalize communications with them. [More...]

July 18, 2019
amazon sellers can take specific steps to improve their chances of success
We all want to be rich and successful, but if it was easy, we'd all have it. When it comes to Amazon, however, finding success isn't impossible. All it takes is focus and determination. To start, business owners need to alter their thinking and overall goals. Going from $0 to $100,000 in the first 30 days of a new venture sounds great, but it isn't realistic. [More...]

July 16, 2019
shopping online is convenient but the palpable experiences of brick and mortar shopping are lost
I've been spending time this summer barnstorming Barnes & Noble bookstores in New England signing copies of my book on repairing climate change, The Age of Sustainability. These were my first visits to bookstores as a seller, not a customer -- and I previously hadn't visited a store in a while. I wasn't prepared for what I found: The experience was palpable. [More...]

July 10, 2019
investors sink $52 million into signpost's smb marketing automation technology
Cloud marketing company Signpost has raised $52 million in new funding to "increase the scale of our business and invest in our technology," CEO Stuart Wall announced. The company's SaaS platform for SMBs consists of artificial intelligence-based customer relationship management and marketing automation technology powered by automated data collection and cross-channel marketing. [More...]

July 6, 2019
focus on customer relationships before and after amazon sales is necessary to run a successful business
Selling on Amazon can be an extremely profitable business all on its own. Third-party sellers like small business owners and authors on Amazon's marketplace account for 58 percent of gross merchandise volume. This provides a huge opportunity for entrepreneurs to make a massive profit. However, most entrepreneurs stop the process at taking a sale rather than scaling it into something great. [More...]

July 2, 2019
subscriptions can provide a steady stream of revenue as long as a company's churn rate is not too high
The subscription model forms the backbone of the revenue streams of many SaaS companies. In fact, more than 90 percent of software providers expected to migrate to a subscription-based business model by 2022, according a Gartner report. Despite the higher rates of adoption, companies often struggle with keeping subscription customers, leading to high churn rates and lost revenue. [More...]

June 28, 2019
customer baggage handling is a skill that every customer service organization should integrate into its operations
The definition of "baggage" varies depending on whom you ask. For instance, a travel agent or a road-weary businessperson will describe a container used to carry personal belongings on a trip. A therapist might describe emotions from previous relationships that hamper a person's ability to have a healthy relationship in the future. What will a customer service leader say to describe "baggage?" [More...]

June 26, 2019
oracle plans to consolidate its analytics products as part of its shift to cloud
Oracle has announced plans to combine its more than 18 related analytics products under a single banner, Oracle Analytics, making it easier for customers to figure out what they need. It's not unusual for a company to innovate a string of offerings before consolidating them into a single product line, and it's reasonable to assume that vendors that have not done so already will follow suit. [More...]

June 25, 2019
the best tech tools are easy to implement and use and they work for the customer
The most successful brands today are those that have created engaged audiences and an exceptional customer experience. They have managed to humanize the most unsentimental of buying processes, and somehow made it look easy. Providing a world class customer experience is so profitable that Gartner has estimated the CX and CRM software market alone to be worth $48.2 billion and rising steadily. [More...]

June 18, 2019
salesforce announced its new customer data platform or cdp at connections in chicago
Salesforce has a genius way of putting people at ease and opening their minds before any of the company's representatives say a word about product. People who study neuropsychology point to the importance of ensuring that the audience's prefrontal cortexes are wide open and ready to transact ideas. Over the years Salesforce has opened minds by discussing philanthropy and it has worked brilliantly. [More...]

June 18, 2019
walmart's new delivery unlimited subscription plan for groceries could put pressure on amazon's whole foods
Walmart has a new weapon in the grocery delivery wars. Online shoppers can subscribe to a $98-per-year "Delivery Unlimited" plan that aims to siphon customers from Amazon's Whole Foods and Target's home delivery programs. Online grocery shopping is growing steadily as a key revenue generator and customer draw. The food division was critical in boosting Walmart's e-commerce performance in Q1. [More...]

June 17, 2019
effective e-commerce personalization requires integrating the customer experience from shopping to delivery
A personalized shopping experience gives e-commerce sites an edge, and businesses increasingly have been seeking ways to welcome their customers. "Every business should make their customers feel like they are the most important customer in the world," said Rob Maille, head of strategy and customer experience at CommerceCX. "To do that you need to know and anticipate their wants and needs." [More...]

June 15, 2019
retailers should implement globally distributed cloud architectures instead of relying on one cloud service provider
It's easy to understand why so many retail organizations have moved their infrastructure to the cloud. Cloud-based architecture allows provisioning nearly infinite compute instances on-demand in minutes. There is no need for upfront licensing or infrastructure costs, meaning a faster ROI can usually be realized. Best of all are the unmatched agility and scalability of the cloud. [More...]

June 14, 2019
online businesses can take steps to protect customers' data while personalizing their experieince
I sometimes think personalization is the best thing that happened to humankind in terms of marketing. As a consumer, I love getting suggestions on what to buy, especially when it's exactly what I need. Sometimes I feel as though I'm under constant surveillance, however, so I turn on my ad blockers, I surf in private mode, and I report ads that are not relevant to me. [More...]

June 13, 2019
companies that use confusing or deceptive practices won't keep customers for long
Recent events have led to many people learning about a long-understood rhetorical tactic called "Gish galloping." Named after creationist Duane Gish, it means confronting an opponent with a rapid-fire series of arguments -- including half-truths, misrepresentations and outright lies. Confronted with such a BS barrage, the opponent may try to refute each assertion, which is a losing proposition. [More...]

Which type of online advertising is most likely to attract your favorable attention?
Straightforward display ads
Ads based on my interests
Informational articles on products/services
Video ads
Ads designed to grab my attention, e.g. pop-ups, autoplay
None -- I avoid all online ads