Do you have a creeping feeling that you will never get an adequate return on your Social Media investment? If so, you're probably right. To improve digital ROI requires three key ingredients: the first reduces costs, and the second and third improve return. Improve program efficiency: Swap out experimentation and [More]
How often do you research a product online, and then purchase it at the store? Or, check out the product at the store, and then use the internet to make the purchase? If so, you're not alone. These newer consumer behaviors are both the new reality for retailers - and [More]
How do you determine the ROI on your marketing and sales investments? The standard formula is simple: divide the return, less investment, by the investment. A marketing campaign costs $1000, and reaches out to 1000 prospects. Five per cent of these respond, generating $1000 profit, for an ROI of zero: [More]
Picture this scene from a few decades ago: you're working in your office, and your assistant bursts in, with an important announcement: You've received... a FAX! The correspondence was critically important - and you were too. Then a few years later, the FAX was replaced by AOL's chirpy voice, announcing [More]
Maybe you also have seen this TV commercial. After a service encounter, an attractive executive faces the camera, smiles and says, "It's all about me." If someone said this type of comment to you, what would you think? If everyone had this type of attitude, we wouldn't have volunteers, mentors, [More]
How do you spend the first 20 minutes at the office each day? If you were in the 1970's, you would spend the time reading the newspaper, then organizing your inbox (the box on your desk), and finally looking at your calendar before "starting" your day. In the 1980's, you [More]
Frameworks and models are a great way to unpack a challenge, and often provide clues as to how it might be solved. Here are three that I have written about extensively in my books... but never together. Model One: One of the most powerful real-world networking techniques is called "give-to-get". [More]
Think back to when you last bought a book - did you check the reviews on Amazon? When you last booked a hotel - did you check the hotel rankings? There is an incredible conversation happening on the social web, and for the first time in history, there is transparency: [More]
Ever feel slighted, ignored, disenfranchised, "sold to", taken for granted, or just plain commoditized? For many prospects, these feelings are what prevent a sale from taking place. They prevent repeat sales, prevent referrals, and encourage negative word-of-mouth. Clearly, great customer service - supported by great training and great management - [More]
Unless you are a turtle, you know that "the cloud" is not referring to weather, but to deploying tech online. And if you believe the ad copy, just about any problem can be solved merely by "putting it on the cloud". Can this really be true? Is the hype even [More]
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