It’s one of the phrases that have risen to the top of many a business agenda. A rapidly growing amount of companies and executives are talking about it, to be sure. And its place on businesses’ lists of investment priorities is higher than ever.  What is Customer Experience Management? Customer Experience Management (CEM or CXM)…

Given the realities of today’s customer-led market and real-time customer feedback, it’s more critical than ever for brands to track, monitor, and listen to what customers are saying online. It’s not always easy, however, to get a handle on what they’re saying — and where they’re saying it. With so many platforms and channels to…

how-to-respond-to-a-negative-review

“No business is immune to a negative online review.” Even those with a 5-star reputation receive the occasional scathing comment from a customer-turned-critic (or a bitter ex-employee-turned-hater.) On review platforms like Yelp, TripAdvisor, Google, and Facebook, such comments can stand out like a bad apple that spoils the bunch. How to Respond to a Negative…

There’s a growing amount of training courses and certifications for the modern-day marketer. Not only do they help give professionals the career boost (and credibility) they’re looking for; these courses and certifications can also bring real benefits to organizations across a wide range of industries, especially at a time when the whole marketing discipline is…

“Online Reviews? Researchers Give Them a Low Rating” “Soothing Ruffled Guests: Hotels Meet Threat of Bad Reviews” These are just two of the many headlines generated over negative connotations surrounding online reviews during the last two years. However, no matter the way in which you think of online consumer reviews, they are an essential part…

mobile-index

There is a very simple explanation behind Google’s recent announcement to split its desktop and mobile index. Today, most people are searching Google using a mobile device. On this relatively new medium, people are searching for answers to their queries on small screens with limited cellular data. At the same time, searchers have higher expectations…

Getting your business listed on local search platforms and online maps services is the new getting listed on yellow pages and telephone directories. By listing your business in places where consumers are looking for you, you can improve your local search rankings, drive more store visits and sales, and increase your traffic and revenue. For…