My FailCon 2010 presentation on how not understanding your customers will kill your company faster than anything else.
Want to better understand your customers? Read this and then sign up for http://www.uservoice.com
There's a Customer Out There with a Bullet for You: Understanding Your CustomersEvan Hamilton
My FailCon 2010 presentation on how not understanding your customers will kill your company faster than anything else.
Want to better understand your customers? Read this and then sign up for http://www.uservoice.com
This document provides an overview of using Facebook for professional purposes. It discusses best practices for creating and managing a Facebook brand page, including welcoming users with a landing page rather than a wall, engaging users, using insights to understand audiences, and considering paid advertising. The document also notes that Facebook pages are for one-to-many communication, while groups are for fewer users and can be private. Students are assigned to create a Facebook page in class and evaluate an existing company page.
We have talked about how much blogging can help businesses of all sizes by creating trust, defining ourselves as experts in our industries and to boost our website’s SEO. One of the hardest parts of having a blog is keeping up with it and regularly coming up with new content. In this webinar we will talk about tools and inspiration for coming up with new blog topics that will keep your blog up to date and attracting more readers, subscribers and customers!
You can view a full recording of this webinar here http://www.hallme.com/webinars/coming-up-with-good-blog-topics-212.php
This document discusses how to optimize local search engine results and leverage location-based mobile apps. It recommends businesses claim and enhance their Google+ Local listings with photos, information, and reviews. It also suggests optimizing for deep granular local content by researching a business's history and local landmarks. The document advises using location-based mobile apps like Apple Maps, Yelp, and Foursquare to provide photos, check-ins, and incentives to engage local customers on their mobile devices. QR codes displayed on-site can also help drive traffic to optimized Google+ Local listings.
The document provides tips for building a large, passionate audience from scratch without existing connections. It discusses analyzing the target audience through tools like Google Ad Planner and Quantcast, creating personas to represent the audience, engaging the audience where they are through different channels like Facebook, email, mobile apps, and being responsive to feedback. Specific tactics for two case studies of BuildingDirect.com and BlackFriday.com are outlined. The key lessons are to deeply understand the audience, meet their needs with relevant content, and leverage multiple channels to continuously grow the network.
This document provides tips for creating an effective internet marketing strategy and website. It recommends picking a niche target market and developing an ideal client profile. Key elements to include are a FAQ page to address common questions, contact information, and ways to enhance the site through audio/video, online scheduling, and autoresponders. The document also suggests optimizing the site for search engines through keyword research, Google Adwords, and blogging. Sample niche websites are listed for reference.
Learn actionable tactics to boost your conversion rates and get more ROI out of existing marketing efforts. Includes checklists for optimized call-to-action buttons, landing page essential elements, templates for requesting client testimonials, and more!
Presented at Interactivity Digital (#ID2013) in South Beach, FL on May 15, 2013.
TabSite & Kuno Creative Webinar on Facebook MarketingMike Gingerich
Marketing with Facebook - How to build your fan page presence, capture "Likes", and engage your community. Includes tips on when to post, what to post, and more.
There's a Customer Out There with a Bullet for You: Understanding Your CustomersEvan Hamilton
My FailCon 2010 presentation on how not understanding your customers will kill your company faster than anything else.
Want to better understand your customers? Read this and then sign up for http://www.uservoice.com
This document provides an overview of using Facebook for professional purposes. It discusses best practices for creating and managing a Facebook brand page, including welcoming users with a landing page rather than a wall, engaging users, using insights to understand audiences, and considering paid advertising. The document also notes that Facebook pages are for one-to-many communication, while groups are for fewer users and can be private. Students are assigned to create a Facebook page in class and evaluate an existing company page.
We have talked about how much blogging can help businesses of all sizes by creating trust, defining ourselves as experts in our industries and to boost our website’s SEO. One of the hardest parts of having a blog is keeping up with it and regularly coming up with new content. In this webinar we will talk about tools and inspiration for coming up with new blog topics that will keep your blog up to date and attracting more readers, subscribers and customers!
You can view a full recording of this webinar here http://www.hallme.com/webinars/coming-up-with-good-blog-topics-212.php
This document discusses how to optimize local search engine results and leverage location-based mobile apps. It recommends businesses claim and enhance their Google+ Local listings with photos, information, and reviews. It also suggests optimizing for deep granular local content by researching a business's history and local landmarks. The document advises using location-based mobile apps like Apple Maps, Yelp, and Foursquare to provide photos, check-ins, and incentives to engage local customers on their mobile devices. QR codes displayed on-site can also help drive traffic to optimized Google+ Local listings.
The document provides tips for building a large, passionate audience from scratch without existing connections. It discusses analyzing the target audience through tools like Google Ad Planner and Quantcast, creating personas to represent the audience, engaging the audience where they are through different channels like Facebook, email, mobile apps, and being responsive to feedback. Specific tactics for two case studies of BuildingDirect.com and BlackFriday.com are outlined. The key lessons are to deeply understand the audience, meet their needs with relevant content, and leverage multiple channels to continuously grow the network.
This document provides tips for creating an effective internet marketing strategy and website. It recommends picking a niche target market and developing an ideal client profile. Key elements to include are a FAQ page to address common questions, contact information, and ways to enhance the site through audio/video, online scheduling, and autoresponders. The document also suggests optimizing the site for search engines through keyword research, Google Adwords, and blogging. Sample niche websites are listed for reference.
Learn actionable tactics to boost your conversion rates and get more ROI out of existing marketing efforts. Includes checklists for optimized call-to-action buttons, landing page essential elements, templates for requesting client testimonials, and more!
Presented at Interactivity Digital (#ID2013) in South Beach, FL on May 15, 2013.
TabSite & Kuno Creative Webinar on Facebook MarketingMike Gingerich
Marketing with Facebook - How to build your fan page presence, capture "Likes", and engage your community. Includes tips on when to post, what to post, and more.
Show, Don't Tell! Using Video to Tell Your StoryHall_
If a picture's worth a thousand words, how good is video? Video is more accessible than ever and no form of marketing has a more dramatic effect on the user. Learn about the types of typical videos and how to market them effectively to capture the interest of leads and drive sales.
You can watch a full recording of this webinar online here http://www.hallme.com/webinars/show-dont-tell-using-video-to-tell-your-story-227.php
Multi channel coordination within inbound marketing - kahenacon 2013 - aaron ...Aaron Friedman
This document contains the presentation slides from Aaron Friedman's talk on multi-channel coordination within inbound marketing. The slides discuss the challenges of getting different departments like IT, legal, and branding teams aligned on marketing strategies. Friedman argues that an integrated approach is needed where SEO professionals collaborate with other teams to build content that drives the right kind of traffic. He provides suggestions for getting other teams on board, such as using tools like Google Docs for transparency, addressing other teams' priorities, and creating a unified marketing strategy.
Best Practices in using Google Analytics, Compete.com, Alexa.com, and SiteTrail.com to do internal analysis as well as competitive assessments. We review the fundamental terms you need to understand and a general framework for measuring your website's success against your business goals
Making the Case for Doing More Video - WistiaFestWil Reynolds
Pitching your company to do more video? Not every company / manager or boss "gets it" so this presentation will help you get that opportunity / buy in.
Marketing Strategies that make money while you sleepWil Reynolds
The power of doing one thing well, allows todays marketer to leverage repeatedly content and startegies that add value. Its hard to do 1 thing well, but when you do, don't try to repeat it! Instead use these tactics to make sure you are getting the most out of it, as these strategies will continue to earn you $$$, while you are sleeping.
The document provides tips for keeping social media simple and effective for businesses. It recommends focusing social media efforts on 1-2 major platforms, like Facebook and Instagram, rather than spreading efforts too thin across many networks. It also stresses the importance of regularly updating profiles and posting engaging content. Reviews and testimonials are highlighted as important for social proof. Business owners are advised to audit their online presence for opportunities to improve branding and responsiveness across devices.
Aaron Friedman - Multi Channel Coordination Within Inbound Marketing - Kahena...Kahena Digital Marketing
This document summarizes Aaron Friedman's presentation on multi-channel coordination within inbound marketing. He discusses the challenges of getting different departments like IT, legal, and branding teams aligned on marketing strategies. Friedman argues for more collaboration between teams using tools like Google Docs. He also stresses the importance of understanding each department's goals and building SEO into overall content strategies. The presentation ends by proposing an integrated marketing strategy that coordinates efforts between various teams like marketing, creative, PR, and SEO to improve results.
How to Inspire Word of Mouth through Customer ServiceLane Becker
The document discusses how companies can use online customer communities to improve customer service, marketing, and product development. It recommends that companies focus on building trust with customers, set clear rules and expectations, respond to customer issues quickly but thoughtfully, make the community accessible to all customers, and encourage personal interactions to humanize the customer experience. The goal is to use customer feedback to enhance products and services while strengthening customer loyalty.
The document discusses best practices for running successful contests on Facebook, including tips to avoid common mistakes. It provides examples of contests that drove significant increases in likes, comments, shares and website traffic. Key recommendations include clearly defining objectives, promoting the contest widely, making it easy for users to enter, and offering a valuable prize to attract the right target audience. Metrics like new fans, entries, votes, comments and unique users are identified as important to measure.
Attract traffic with content and social mediaInfusionsoft
1) The document discusses 9 free ways to drive website traffic such as authoring blogs, commenting on other blogs, participating in discussions forums and tweetchats, using social bookmarking services, engaging in conversations on Facebook and Google+, supporting causes, being active at events, and answering questions.
2) It also provides tips on creating fresh and attractive blog content, ways to promote offline events online through video, blog posts and social media, and recommends WordPress as a popular blogging platform.
3) The document concludes with posing discussion questions to consider key actions for implementing the ideas discussed.
Curious for a Living - PNW Drupal SummitLauren Bacon
Drupal is awesome, modules are cool, and writing beautiful code is an art and a science. But if you’re spending all your time implementing client requests rather than asking questions, then you’re replaceable — and replaceable doesn’t make for much of a business model.
In this talk, I share the key questions you can ask your clients to turn them into loyal, repeat customers — and to make yourself an indispensable, trusted advisor.
You’ll learn how to have more fun at work, create better sites, and improve your bottom line, just by letting yourself get curious.
How can you transform your visitors into happy customers ?
1- Users must care
--> Be unique
--> Define your excitement features
--> Understand your users
2- Users must test
--> Increase trust
--> Reduce fears
--> Trigger an action
3- Users must use
--> Define the final goal
--> Determine the Aha moment
--> Define the mandatory steps
--> Guide users to avoid empty spaces
4- Users must pay
--> Transform free users into premium users
--> Define your prices
--> Display your prices correctly
--> Make payment easier
How to Inspire Word of Mouth through Customer ServiceGet Satisfaction
The document discusses how companies can use online communities to provide customer service and avoid common pitfalls. It recommends that companies (1) focus on understanding customer needs rather than call metrics, (2) view customer service as a marketing opportunity to improve products and gain customer loyalty, and (3) make communities a natural extension of the customer experience rather than a separate silo. Specific tips include breeding trust, setting clear expectations, responding quickly with empathy, making the community inclusive and personal, and using it to proactively resolve issues.
20 Ways to Shaft your Split Tesring : Conversion ConferenceCraig Sullivan
The document discusses common mistakes made in A/B testing and provides advice to avoid false or misleading results. It recommends integrating analytics to properly track and segment test results, running tests for sufficient time periods that include full business cycles to avoid false positives or negatives, and performing thorough quality assurance testing to prevent browser or device-related issues from influencing outcomes. The key is to design hypotheses based on solid customer insights and data rather than guesses, and continue testing until a representative sample is collected rather than stopping early just because a test appears significant.
e-Customer Service - Marketing & Servicing your Education & Training Custome...Vanguard Visions
In this presentation Allison provides direction and suggestions about Marketing & Servicing your Education & Training Customers Online, whether your customers are external clients, internal ‘customers’ or learners who are clients of your training organisation. She will cover having a web presence, understanding the ‘give and get’ of the internet, listening to and communicating with your customers online as well as other key considerations for implementing eCustomer service
This document discusses growth hacking strategies and examples. It defines growth hacking as leveraging non-traditional marketing tactics to unlock exponential growth. Examples discussed include Airbnb integrating with Craigslist, BranchOut using Facebook integration, and LivingSocial growing their Facebook app virally. The document advocates obsessing over data, thinking creatively, being curious, and getting hands-on with product and code. It provides categories of growth hacks like platform integrations, viral growth, and analytics-driven insights.
The document discusses some of the cardinal sins of social media and best practices. It begins by introducing the speakers and what they will cover which includes advocates, critics, and habits to avoid. It notes that advocates should treat supporters well but beware of critics. When dealing with critics, opinions vary and it's best to sometimes do nothing or resolve issues privately. Bad habits to avoid include oversharing personal details and not interacting with others. The document provides tips for resolving complaints, keeping an eye on sentiment, and examples of positive interactions.
Social media has grown rapidly, with Facebook reaching 100 million users in just 9 months. It is now a primary news source and place for social interaction for many users. With over 1 billion Facebook users who are active daily, social media provides businesses a key channel to connect with customers. While once seen just as advertising, social media allows businesses to engage in conversations to build communities and make personal connections that can drive sales and customer loyalty.
Beyond Cold Calling: Bridging Social Selling with Inside Sales for A Winning ...InsideSales.com
Featuring Ken Krogue, President and Founder at InsideSales.com, and Koka Sexton, Social Selling Expert at LinkedIn
Ken Krogue made headlines in 2014 when he declared that cold calling was dead. The writing's on the wall: the sales process has fundamentally changed and buyers are harder to reach than ever before. Many traditional sales organizations still mistakenly believe the quickest and most effective way to set up meetings with prospects is dialing alone. Instead, a better strategy is to leverage social selling on LinkedIn to help speed up the process, warm up the introduction and land the account. Join Ken and LinkedIn's Koka Sexton (recognized by Forbes as one of the world's most influential social selling leaders) for an engaging discussion on how to use LinkedIn to create a winning strategy that will result in more conversations -- and ultimately, more closed deals.
In this webinar, you will learn:
-How to use LinkedIn to create your professional brand, find the right prospects and engage customers
-Best practices for closing deals faster with social signals
-Four simple steps you can do tomorrow to help you win
The document lists 12 reasons why a website may be underperforming, including not having enough user testing, poor mobile optimization, lack of A/B testing, and failing to track phone conversions from online leads. It provides recommendations in each area to improve the user experience and optimize conversions, such as implementing usability testing, developing a mobile-friendly site, setting up A/B tests, and using call tracking tools. The overall message is that testing, optimization, and understanding the user experience are key to improving website performance.
Driving Online Sales - Craig Sullivan, The future of the online marketplace 2...Invest Northern Ireland
Craig Sullivan,Group Customer Experience Manager, Belron
Craig is Group Customer Experience Manager at Belron (Autoglass) looking after 35 international websites using optimisation, web analytics and customer insight techniques to drive engagement and conversion. Craig has over 14 years of experience in the Industry and in the past has worked on projects for high street names such as LOVEFiLM,International, John Lewis Partnership and Waitrose.
The document discusses strategies for consistently creating new content such as blogs, whitepapers, and social media posts. It recommends determining the target audience and goals, choosing appropriate mediums, developing an editorial calendar, and getting ideas from customer questions, industry trends, and existing popular content. The document also stresses reimagining existing content with a new spin rather than direct reposting and ensuring all content is findable and shareable.
Show, Don't Tell! Using Video to Tell Your StoryHall_
If a picture's worth a thousand words, how good is video? Video is more accessible than ever and no form of marketing has a more dramatic effect on the user. Learn about the types of typical videos and how to market them effectively to capture the interest of leads and drive sales.
You can watch a full recording of this webinar online here http://www.hallme.com/webinars/show-dont-tell-using-video-to-tell-your-story-227.php
Multi channel coordination within inbound marketing - kahenacon 2013 - aaron ...Aaron Friedman
This document contains the presentation slides from Aaron Friedman's talk on multi-channel coordination within inbound marketing. The slides discuss the challenges of getting different departments like IT, legal, and branding teams aligned on marketing strategies. Friedman argues that an integrated approach is needed where SEO professionals collaborate with other teams to build content that drives the right kind of traffic. He provides suggestions for getting other teams on board, such as using tools like Google Docs for transparency, addressing other teams' priorities, and creating a unified marketing strategy.
Best Practices in using Google Analytics, Compete.com, Alexa.com, and SiteTrail.com to do internal analysis as well as competitive assessments. We review the fundamental terms you need to understand and a general framework for measuring your website's success against your business goals
Making the Case for Doing More Video - WistiaFestWil Reynolds
Pitching your company to do more video? Not every company / manager or boss "gets it" so this presentation will help you get that opportunity / buy in.
Marketing Strategies that make money while you sleepWil Reynolds
The power of doing one thing well, allows todays marketer to leverage repeatedly content and startegies that add value. Its hard to do 1 thing well, but when you do, don't try to repeat it! Instead use these tactics to make sure you are getting the most out of it, as these strategies will continue to earn you $$$, while you are sleeping.
The document provides tips for keeping social media simple and effective for businesses. It recommends focusing social media efforts on 1-2 major platforms, like Facebook and Instagram, rather than spreading efforts too thin across many networks. It also stresses the importance of regularly updating profiles and posting engaging content. Reviews and testimonials are highlighted as important for social proof. Business owners are advised to audit their online presence for opportunities to improve branding and responsiveness across devices.
Aaron Friedman - Multi Channel Coordination Within Inbound Marketing - Kahena...Kahena Digital Marketing
This document summarizes Aaron Friedman's presentation on multi-channel coordination within inbound marketing. He discusses the challenges of getting different departments like IT, legal, and branding teams aligned on marketing strategies. Friedman argues for more collaboration between teams using tools like Google Docs. He also stresses the importance of understanding each department's goals and building SEO into overall content strategies. The presentation ends by proposing an integrated marketing strategy that coordinates efforts between various teams like marketing, creative, PR, and SEO to improve results.
How to Inspire Word of Mouth through Customer ServiceLane Becker
The document discusses how companies can use online customer communities to improve customer service, marketing, and product development. It recommends that companies focus on building trust with customers, set clear rules and expectations, respond to customer issues quickly but thoughtfully, make the community accessible to all customers, and encourage personal interactions to humanize the customer experience. The goal is to use customer feedback to enhance products and services while strengthening customer loyalty.
The document discusses best practices for running successful contests on Facebook, including tips to avoid common mistakes. It provides examples of contests that drove significant increases in likes, comments, shares and website traffic. Key recommendations include clearly defining objectives, promoting the contest widely, making it easy for users to enter, and offering a valuable prize to attract the right target audience. Metrics like new fans, entries, votes, comments and unique users are identified as important to measure.
Attract traffic with content and social mediaInfusionsoft
1) The document discusses 9 free ways to drive website traffic such as authoring blogs, commenting on other blogs, participating in discussions forums and tweetchats, using social bookmarking services, engaging in conversations on Facebook and Google+, supporting causes, being active at events, and answering questions.
2) It also provides tips on creating fresh and attractive blog content, ways to promote offline events online through video, blog posts and social media, and recommends WordPress as a popular blogging platform.
3) The document concludes with posing discussion questions to consider key actions for implementing the ideas discussed.
Curious for a Living - PNW Drupal SummitLauren Bacon
Drupal is awesome, modules are cool, and writing beautiful code is an art and a science. But if you’re spending all your time implementing client requests rather than asking questions, then you’re replaceable — and replaceable doesn’t make for much of a business model.
In this talk, I share the key questions you can ask your clients to turn them into loyal, repeat customers — and to make yourself an indispensable, trusted advisor.
You’ll learn how to have more fun at work, create better sites, and improve your bottom line, just by letting yourself get curious.
How can you transform your visitors into happy customers ?
1- Users must care
--> Be unique
--> Define your excitement features
--> Understand your users
2- Users must test
--> Increase trust
--> Reduce fears
--> Trigger an action
3- Users must use
--> Define the final goal
--> Determine the Aha moment
--> Define the mandatory steps
--> Guide users to avoid empty spaces
4- Users must pay
--> Transform free users into premium users
--> Define your prices
--> Display your prices correctly
--> Make payment easier
How to Inspire Word of Mouth through Customer ServiceGet Satisfaction
The document discusses how companies can use online communities to provide customer service and avoid common pitfalls. It recommends that companies (1) focus on understanding customer needs rather than call metrics, (2) view customer service as a marketing opportunity to improve products and gain customer loyalty, and (3) make communities a natural extension of the customer experience rather than a separate silo. Specific tips include breeding trust, setting clear expectations, responding quickly with empathy, making the community inclusive and personal, and using it to proactively resolve issues.
20 Ways to Shaft your Split Tesring : Conversion ConferenceCraig Sullivan
The document discusses common mistakes made in A/B testing and provides advice to avoid false or misleading results. It recommends integrating analytics to properly track and segment test results, running tests for sufficient time periods that include full business cycles to avoid false positives or negatives, and performing thorough quality assurance testing to prevent browser or device-related issues from influencing outcomes. The key is to design hypotheses based on solid customer insights and data rather than guesses, and continue testing until a representative sample is collected rather than stopping early just because a test appears significant.
e-Customer Service - Marketing & Servicing your Education & Training Custome...Vanguard Visions
In this presentation Allison provides direction and suggestions about Marketing & Servicing your Education & Training Customers Online, whether your customers are external clients, internal ‘customers’ or learners who are clients of your training organisation. She will cover having a web presence, understanding the ‘give and get’ of the internet, listening to and communicating with your customers online as well as other key considerations for implementing eCustomer service
This document discusses growth hacking strategies and examples. It defines growth hacking as leveraging non-traditional marketing tactics to unlock exponential growth. Examples discussed include Airbnb integrating with Craigslist, BranchOut using Facebook integration, and LivingSocial growing their Facebook app virally. The document advocates obsessing over data, thinking creatively, being curious, and getting hands-on with product and code. It provides categories of growth hacks like platform integrations, viral growth, and analytics-driven insights.
The document discusses some of the cardinal sins of social media and best practices. It begins by introducing the speakers and what they will cover which includes advocates, critics, and habits to avoid. It notes that advocates should treat supporters well but beware of critics. When dealing with critics, opinions vary and it's best to sometimes do nothing or resolve issues privately. Bad habits to avoid include oversharing personal details and not interacting with others. The document provides tips for resolving complaints, keeping an eye on sentiment, and examples of positive interactions.
Social media has grown rapidly, with Facebook reaching 100 million users in just 9 months. It is now a primary news source and place for social interaction for many users. With over 1 billion Facebook users who are active daily, social media provides businesses a key channel to connect with customers. While once seen just as advertising, social media allows businesses to engage in conversations to build communities and make personal connections that can drive sales and customer loyalty.
Beyond Cold Calling: Bridging Social Selling with Inside Sales for A Winning ...InsideSales.com
Featuring Ken Krogue, President and Founder at InsideSales.com, and Koka Sexton, Social Selling Expert at LinkedIn
Ken Krogue made headlines in 2014 when he declared that cold calling was dead. The writing's on the wall: the sales process has fundamentally changed and buyers are harder to reach than ever before. Many traditional sales organizations still mistakenly believe the quickest and most effective way to set up meetings with prospects is dialing alone. Instead, a better strategy is to leverage social selling on LinkedIn to help speed up the process, warm up the introduction and land the account. Join Ken and LinkedIn's Koka Sexton (recognized by Forbes as one of the world's most influential social selling leaders) for an engaging discussion on how to use LinkedIn to create a winning strategy that will result in more conversations -- and ultimately, more closed deals.
In this webinar, you will learn:
-How to use LinkedIn to create your professional brand, find the right prospects and engage customers
-Best practices for closing deals faster with social signals
-Four simple steps you can do tomorrow to help you win
The document lists 12 reasons why a website may be underperforming, including not having enough user testing, poor mobile optimization, lack of A/B testing, and failing to track phone conversions from online leads. It provides recommendations in each area to improve the user experience and optimize conversions, such as implementing usability testing, developing a mobile-friendly site, setting up A/B tests, and using call tracking tools. The overall message is that testing, optimization, and understanding the user experience are key to improving website performance.
Driving Online Sales - Craig Sullivan, The future of the online marketplace 2...Invest Northern Ireland
Craig Sullivan,Group Customer Experience Manager, Belron
Craig is Group Customer Experience Manager at Belron (Autoglass) looking after 35 international websites using optimisation, web analytics and customer insight techniques to drive engagement and conversion. Craig has over 14 years of experience in the Industry and in the past has worked on projects for high street names such as LOVEFiLM,International, John Lewis Partnership and Waitrose.
The document discusses strategies for consistently creating new content such as blogs, whitepapers, and social media posts. It recommends determining the target audience and goals, choosing appropriate mediums, developing an editorial calendar, and getting ideas from customer questions, industry trends, and existing popular content. The document also stresses reimagining existing content with a new spin rather than direct reposting and ensuring all content is findable and shareable.
Leveraging Social Media Inside the OrganizationConnie Crosby
Word of mouth about good organizations starts inside those organizations. Turn employees into brand ambassadors by keeping them as satisfied workers, and leverage their influence. Social media tools, if employed to align with the organization's goals or strategies, can help achieve success. Includes best practices for employee social media policies.
Presented for Acuity Forums October 2009 in Toronto.
20 top AB testing mistakes and how to avoid themCraig Sullivan
This document discusses best practices for A/B testing. It provides guidance on several common mistakes made in A/B testing, including not testing for long enough, putting too much faith in confidence values, and self-stopping tests prematurely. The key recommendations are to test for at least two business cycles or purchase cycles, whichever is longer, continue testing until the predetermined end date regardless of early results, and make decisions based on error bar separation and sample sizes rather than confidence values. Testing best practices like collecting a large enough sample size and running whole cycle tests are emphasized to avoid false positives and draw reliable conclusions from A/B tests.
The document summarizes the Future of Web Apps conference which covered topics around designing, developing, planning and running successful web applications. It discussed presentations from companies like Google, Facebook, Digg and others on topics such as iterative design, encouraging user participation, scaling development teams, and creating engaging content. The conference emphasized testing ideas with users, focusing on success, and being passionate about creating your own content.
Power Prospecting and Renewing International Real Estate Referrals Using Soci...Doug Devitre
One of the most powerful tools for connecting with prospects from other countries can be social media! Find prospects, clients, past connections and referral opportunities on the web using the power of social media. Create profiles that build your authority in your niche, script dialogues on common conversations online and craft an online community of raving fans using common social networks such as LinkedIn, Facebook, Twitter, and YouTube. Explode your communication on to other blogs and websites using RSS, status updates, and widgets. Dominate the online discussion boards while spending no money and limited time.
This presentation will benefit members of the CIPS (Certified International Property Specialist) designees who are also member of the National Association of REALTORS.
Similar to There's a Customer Out There with a Bullet for You: Understanding Your Customers (20)
Bridging the Gap: Improving Communication Between Product Development and Sup...UserVoice
The document discusses ways that Wistia has tried to improve communication between their product, development, and support teams. It introduces the concepts of All Hands Support (AHS) days, where individuals spend a day in the support inbox, and Dev On Point (DOP) weeks, where engineers spend a focused week on high-priority support issues. DOP has helped improve Wistia's infrastructure and communication across teams by prioritizing the most important fixes and making customer focus a shared metric. The overall goal is to better bridge gaps between teams and put customers at the center.
Richard White's keynote presentation kicking off the fall UserVoice summit with growth stats, new feature announcements and a glimpse into the future of UserVoice. #marketingspeak
Pricing for Conversion - Data on SaaS strategies at UserVoice - UnSexy 2012UserVoice
Richard White discusses UserVoice's experience with different pricing and monetization strategies over time. They initially launched as a free public beta in May 2008 and saw 39% month-over-month account growth. In Act II, announcing paid plans in addition to the free option led to a 50% increase in account growth but no change in active users, as lower quality leads stopped signing up. Under the freemium model, they launched with 5 pricing tiers differentiated by features but saw few upgrades. In Act III starting in May 2011, they switched to per-seat pricing rather than flat monthly rates, which increased downgrades, upgrades, and total accounts by over 200%. The presentation provides examples of strategies that were successful like discounts
An entrepreneurship tale - From lowly dev to funded founder and the missteps ...UserVoice
Richard White is the founder and CEO of a market leading customer feedback and support solution company. He graduated from State school and worked as a developer before moving 3000 miles and starting 3 failed startups. He then created UserVoice after prototyping the idea in December 2007 and launching in April 2008. The company has now raised over $2 million in funding rounds and has 90,000+ organizations as customers with tens of millions of registered users.
UserConf NYC Welcome & Keynote - The (Coming) Golden Era of ProductsUserVoice
This document discusses the future of customer service and support. It notes that there will be more emphasis on user self-service, subscription-based revenue models, and providing social media levels of customer care across all channels. Companies will need to focus more on customer retention rather than acquisition and will need chief customer officers to oversee excellent customer experiences across all touchpoints. The future will require proactive support, more self-service options, using analytics to drive meaningful engagement, and empowering frontline staff to solve customer issues.
SITS13 - The customer revolution & why you should careUserVoice
I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I’ll discuss how this revolution started, why we think it’s destined to succeed, and what your world looks like on the other side of it.
So come find out what’s going on in the neighboring kingdom of online customer service. Because with the consumerization of IT, it may be coming to a service desk near you sooner than you think.
The keynote presentation from UserConf 2012. Richard White, CEO of UserVoice.com, talks about how business on the web has changed...and why taking care of customers is the only way you can succeed anymore.
Check out the video of this talk on YouTube: http://www.youtube.com/watch?v=qKapwfmpvew
Learn more about UserConf at http://www.userconf.co
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
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Digital Marketing with a Focus on Sustainabilitysssourabhsharma
Digital Marketing best practices including influencer marketing, content creators, and omnichannel marketing for Sustainable Brands at the Sustainable Cosmetics Summit 2024 in New York
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...Neil Horowitz
On episode 272 of the Digital and Social Media Sports Podcast, Neil chatted with Brian Fitzsimmons, Director of Licensing and Business Development for Barstool Sports.
What follows is a collection of snippets from the podcast. To hear the full interview and more, check out the podcast on all podcast platforms and at www.dsmsports.net
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
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How to Implement a Strategy: Transform Your Strategy with BSC Designer's Comp...Aleksey Savkin
The Strategy Implementation System offers a structured approach to translating stakeholder needs into actionable strategies using high-level and low-level scorecards. It involves stakeholder analysis, strategy decomposition, adoption of strategic frameworks like Balanced Scorecard or OKR, and alignment of goals, initiatives, and KPIs.
Key Components:
- Stakeholder Analysis
- Strategy Decomposition
- Adoption of Business Frameworks
- Goal Setting
- Initiatives and Action Plans
- KPIs and Performance Metrics
- Learning and Adaptation
- Alignment and Cascading of Scorecards
Benefits:
- Systematic strategy formulation and execution.
- Framework flexibility and automation.
- Enhanced alignment and strategic focus across the organization.
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
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Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
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Zodiac Signs and Food Preferences_ What Your Sign Says About Your Tastemy Pandit
Know what your zodiac sign says about your taste in food! Explore how the 12 zodiac signs influence your culinary preferences with insights from MyPandit. Dive into astrology and flavors!
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...my Pandit
Explore the fascinating world of the Gemini Zodiac Sign. Discover the unique personality traits, key dates, and horoscope insights of Gemini individuals. Learn how their sociable, communicative nature and boundless curiosity make them the dynamic explorers of the zodiac. Dive into the duality of the Gemini sign and understand their intellectual and adventurous spirit.
7. Listening Failures
Customers said: 30-second load times suck
Friendster focused on: VOIP
Data: http://www.nytimes.com/2006/10/15/business/yourmoney/15friend.html
8. Listening Failures
Customers said: 30-second load times suck
Friendster focused on: VOIP
Result: $30MM to ???
Data: http://www.nytimes.com/2006/10/15/business/yourmoney/15friend.html
11. Listening Failures
Customers said: We don’t want more work
Wasabe focused on: Effort-heavy features
Data: http://blog.precipice.org/why-wesabe-lost-to-mint
12. Listening Failures
Customers said: We don’t want more work
Wasabe focused on: Effort-heavy features
Result: Mint $170MM, Wesabe $0
Data: http://blog.precipice.org/why-wesabe-lost-to-mint
18. Failure to Understand
Photo: http://www.flickr.com/photos/like_the_grand_canyon/4649102556/ Data: http://en.wikipedia.org/wiki/New_Coke
19. Failure to Understand
• $4MM research
Photo: http://www.flickr.com/photos/like_the_grand_canyon/4649102556/ Data: http://en.wikipedia.org/wiki/New_Coke
20. Failure to Understand
• $4MM research
• 200k blind taste
tests
Photo: http://www.flickr.com/photos/like_the_grand_canyon/4649102556/ Data: http://en.wikipedia.org/wiki/New_Coke
21. Failure to Understand
• $4MM research
• 200k blind taste
tests
• 55% liked new taste
Photo: http://www.flickr.com/photos/like_the_grand_canyon/4649102556/ Data: http://en.wikipedia.org/wiki/New_Coke
22. Failure to Understand
• $4MM research
• 200k blind taste
tests
• 55% liked new taste
• 40k letters
Photo: http://www.flickr.com/photos/like_the_grand_canyon/4649102556/ Data: http://en.wikipedia.org/wiki/New_Coke
23. Failure to Understand
• $4MM research
• 200k blind taste
tests
• 55% liked new taste
• 40k letters
• 6,000 calls/day
24. Failure to Understand
• $4MM research
• 200k blind taste
tests
• 55% liked new taste
• 40k letters
• 6,000 calls/day
• Off shelf in 79 days
25. Failure to Understand
• $4MM research
• 200k blind taste
tests
• 55% liked new taste
• 40k letters
• 6,000 calls/day
• Off shelf in 79 days
• Was brand, not taste
26. Failure to Understand
• $4MM research
•200k blind taste tests
•55% liked new taste
• 40k letters
• 6,000 calls/day
• Off shelf in 79 days
• Didn’t understand
brand importance
Photo: http://www.flickr.com/photos/like_the_grand_canyon/4649102556/ Data: http://en.wikipedia.org/wiki/New_Coke
30. Failure to Understand
• 500 votes for
OpenID integration
• Customers disliked it
• We finally
understood that the
issue was signing up
for a new account
31. Failure to Understand
• 500 votes for
OpenID integration
• Customers disliked it
• We finally
understood that the
issue was signing up
for a new account
• Built simpler sign-in
32. Failure to Understand
• 500 votes for
OpenID integration
• Customers disliked it
• We finally
understood that the
issue was signing up
for a new account
• Built simpler sign-in
• 7x increase in
conversions
34. Success Through Understanding
Photo : http://www.flickr.com/photos/tychay/513991272/in/photostream/ Data: Personal interview
• “A stupid idea”
35. Success Through Understanding
• “A stupid idea”
• 6 months building a
camera
Photo : http://www.flickr.com/photos/tychay/513991272/in/photostream/ Data: Personal interview
36. Success Through Understanding
• “A stupid idea”
• 6 months building a
camera
• Traffic “went off a cliff”
after 6 weeks
Photo : http://www.flickr.com/photos/tychay/513991272/in/photostream/ Data: Personal interview
37. Success Through Understanding
• “A stupid idea”
• 6 months building a
camera
• Traffic “went off a cliff”
after 6 weeks
• People said: “I want to
broadcast”
Photo : http://www.flickr.com/photos/tychay/513991272/in/photostream/ Data: Personal interview
38. Success Through Understanding
• “A stupid idea”
• 6 months building a
camera
• Traffic “went off a cliff”
after 6 weeks
• People said: “I want to
broadcast”
• Now 3MM visitors/month
Photo : http://www.flickr.com/photos/tychay/513991272/in/photostream/ Data: Personal interview
44. Best Practices
Photo : http://www.flickr.com/photos/28096801@N05/4581041971/in/photostream/
• Avoid the vocal
minority
45. Best Practices
Photo : http://www.flickr.com/photos/28096801@N05/4581041971/in/photostream/
• Avoid the vocal
minority
• Not representative
46. Best Practices
Photo : http://www.flickr.com/photos/28096801@N05/4581041971/in/photostream/
• Avoid the vocal
minority
• Not representative
•May not be your best
or stickiest customers
47. Best Practices
Photo : http://www.flickr.com/photos/28096801@N05/4581041971/in/photostream/
• Avoid the vocal
minority
• Not representative
•May not be your best
or stickiest customers
Solution: Limit votes so everyone is at the same volume
48. Best Practices
• Avoid the J-Curve
Photo & Data: http://buildingreputation.com/writings/2009/08/ratings_bias_effects.html & http://youtube-global.blogspot.com/2009/09/five-
stars-dominate-ratings.html
49. Best Practices
• Avoid the J-Curve
• Y! properties:
average 4.5 out of 5
stars
Photo & Data: http://buildingreputation.com/writings/2009/08/ratings_bias_effects.html & http://youtube-global.blogspot.com/2009/09/five-
stars-dominate-ratings.html
50. Best Practices
• Avoid the J-Curve
• Y! properties:
average 4.5 out of 5
stars
• YouTube tried
like/dislike, still had
the J-curve
Photo & Data: http://buildingreputation.com/writings/2009/08/ratings_bias_effects.html & http://youtube-global.blogspot.com/2009/09/five-
stars-dominate-ratings.html
51. Best Practices
• Avoid the J-Curve
• Y! properties:
average 4.5 out of 5
stars
• YouTube tried
like/dislike, still had
the J-curve
• (Almost) nobody
rates badly
Photo & Data: http://buildingreputation.com/writings/2009/08/ratings_bias_effects.html & http://youtube-global.blogspot.com/2009/09/five-
stars-dominate-ratings.html
52. Best Practices
• Avoid the J-Curve
• Y! properties:
average 4.5 out of 5
stars
• YouTube tried
like/dislike, still had
the J-curve
• (Almost) nobody
rates badly
Solution: Only allow up votes, don’t default to top ideas
Photo & Data: http://buildingreputation.com/writings/2009/08/ratings_bias_effects.html & http://youtube-global.blogspot.com/2009/09/five-
stars-dominate-ratings.html
60. The Importance of Saying No
• Don’t forget your
vision
Data: UserVoice internal & http://mixergy.com/stack-exchange-joel-spolsky-interview/#transcript
61. The Importance of Saying No
• Don’t forget your
vision
• StackOverflow had a
clear vision
Data: UserVoice internal & http://mixergy.com/stack-exchange-joel-spolsky-interview/#transcript
62. The Importance of Saying No
• Don’t forget your
vision
• StackOverflow had a
clear vision
• Completed 30% of
ideas, declined 62%
Data: UserVoice internal & http://mixergy.com/stack-exchange-joel-spolsky-interview/#transcript
63. The Importance of Saying No
• Don’t forget your
vision
• StackOverflow had a
clear vision
• Completed 30% of
ideas, declined 62%
• 0 to 6.5MM
monthlies in 2 years
Data: UserVoice internal & http://mixergy.com/stack-exchange-joel-spolsky-interview/#transcript
64. The Importance of Saying No
• Don’t forget your
vision
• StackOverflow had a
clear vision
• Completed 30% of
ideas, declined 62%
• 0 to 6.5MM
monthlies in 2 years
• “educating
customers”
Data: UserVoice internal & http://mixergy.com/stack-exchange-joel-spolsky-interview/#transcript
65. The Importance of Saying No
• StackExchange let
anyone create a
StackOverflow
Data: http://mixergy.com/stack-exchange-joel-spolsky-interview/#transcript
66. The Importance of Saying No
• StackExchange let
anyone create a
StackOverflow
• For every 1
successful site, there
were 20 sites with 3
users
Data: http://mixergy.com/stack-exchange-joel-spolsky-interview/#transcript
67. The Importance of Saying No
• StackExchange let
anyone create a
StackOverflow
• For every 1
successful site, there
were 20 sites with 3
users
• The vision was
missing
Data: http://mixergy.com/stack-exchange-joel-spolsky-interview/#transcript
68. The Importance of Saying No
• StackExchange let
anyone create a
StackOverflow
• For every 1
successful site, there
were 20 sites with 3
users
• The vision was
missing
• New sites have to
prove themselves
before launching now
Data: http://mixergy.com/stack-exchange-joel-spolsky-interview/#transcript
71. Conclusion
You have the tools to win:
1. Actively solicit feedback
2. Avoid the vocal minority and the J-curve
72. Conclusion
You have the tools to win:
1. Actively solicit feedback
2. Avoid the vocal minority and the J-curve
3. Spend the time understand what people
are really saying
You’re smart. We all know you can fail from lack of listeningWasabe – Spending tracker - Wesabe had a higher goal, but people didn’t want the work of balancing a checkbook - Mint acquired for $170M,Wasabe shut down
You’re smart. We all know you can fail from lack of listeningGoogle Wave – huge Google focus, hailed as the next big thing, nobody understood how it worked – shut down barely a year after launchSo you know to listen, but do you know to understand?
You’re smart. We all know you can fail from lack of listeningGoogle Wave – huge Google focus, hailed as the next big thing, nobody understood how it worked – shut down barely a year after launchSo you know to listen, but do you know to understand?