Web chat is a great way to grab people and get them to where they need to be FAST. Instead of a customer having to search for confirmation that you have what they’re looking for, they can ask. Another side of it: never underestimate how little your customers want to talk to you. If they […]
Everyone’s timelines are full. Trying to compete with this noise is incredibly time-consuming and expensive. And – dare I say it – unnecessary. Your social media strategy should recognise your platforms as customer service first, engagement second and vanity project nowhere. Where brand social media has failed Ever-increasing budgets to maintain visibility Vast amounts of […]
‘Focus groups’ is a phrase that makes people nod wisely and worry about the extra thousands you just added to the budget. They can be, and often are, a complete box-ticking waste of time. If done well, they can save you from making an expensive mistake or even form the entire message for selling your […]
Instagram announced last week that it will be increasing most users’ video length limits from one minute to 10 minutes. In bigger news, Insta will also be launching a brand-new video platform for longer content called IGTV. The mission: to steal YouTube’s frantically-popular teen vloggers. What’s the deal with IGTV? IGTV is a bid to […]
I’m a big fan of cognitive biases – how most humans subconsciously make the same assumptions and errors of judgement. They’re little warnings to check yourself and try to avoid the herd mentality we all imagine we don’t share. Mostly though, people don’t have the time or inclination to investigate cognitive biases. Which is good, […]
It might seem like customer service bots are reducing humans to mere meat sacks taking up oxygen but nothing could be further from the truth. 21st century customer service is all about using automation to free up your humans for the important stuff, like customer retention. These days, you need to be everywhere – all […]
Heal the pain point, win the customer. In well-established industries, we can forget that there are new people finding out how things work every day. Yes, people who have taken out a mortgage know how awful the process can be and have accepted it – but first-time buyers don’t and haven’t. There will always be […]
A referral scheme gives you the best chance of getting more customers just like the ones you already have and love the most. Once you’ve reached someone who liked you enough to buy from you, wouldn’t it be great to then infect all their friends with the same love bug? Let’s get into referral schemes. […]
To name your business these days, you have to spend hours trawling through domain names, social media handles and thesauruses. Because everything is TAKEN. Nearly. There are still some gems to be dug up if you’re smart – but finding the brand name you’ll have to live with for years ain’t easy. 5 steps to […]
Minding your own business is no good when your competitors are constantly trying to outshine you. To keep ahead of the pack, you need to be constantly stalking the competition for ideas, warnings and clues to their next move. These are three competitor analysis tools I’ve found useful recently. 1. Moat.com This website is like […]