Category Archives: Web/Tech

Unlocking Innovation: What does our Customer Success Tomorrow look like?

It’s hard to explain to everyone in an organization – that their role includes “marketing”. And focussing on constant innovation. Hence the term “Customer Success.”

[Note: Thanks to the interest of our dear readers this post from September 18, 2018 is updated April 7, 2021. During COVID everyone was forced to become more tech friendly. We hope that this revised post will help our dear readers prepare better for a post COVID world}

The Customer Success term is particularly popular in the SaaS (Software as a Service ) industry. SaaS companies need customer renewals. To do so, SaaS companies try to align the organization including programmers, sales , finance to working towards customer success. SaaS companies also have a separate Customer Success function that faces the customer and helps in getting the most out of the SaaS product.

You can’t lie to Google but try to look great on Social Media: Search vs. Display Ads

Social Media has galvanized us to share our best face with the world. Go to any event (e.g. weddings) and you will find everyone taking pictures on their cell phones. This despite the professional photographers trying to do their best and stay relevant in the age of the smart phone. You have a public personaContinue reading “You can’t lie to Google but try to look great on Social Media: Search vs. Display Ads”

Why web advertising for e-Commerce is different from Brand Building

It’s useful to think about paid web advertising (eg.Google AdWords, Facebook advertising) as Brand Building vs. e-Commerce.

[ Note: This post was originally published on December 7, 2016. Due to the great interest of our dear readers the post is updated as of February 27, 2021.}

To recap the sales funnel is seen as Awareness, Consideration, Conversion in Google Search Advertising. The sales funnel before Internet was also known as the AIDA funnel. For simplicity, it’s good to think of the sales funnel as a three stage funnel of awareness,consideration and conversion. See how this three stage funnel is really quite similar to the four stage AIDA funnel and the buyer’s journey.

3 questions to ask and decide how much to spend on Google AdWords

Our readers ask How much do I spend on Google AdWords? An earlier post provided the strategy answer and this post presents three questions to ask for coming to a better decision. Here are the questions to ask: What were your inquiries before AdWords? Before AdWords you were getting inquiries. These inquiries could be fromContinue reading “3 questions to ask and decide how much to spend on Google AdWords”

Why its safe to put out most of your market research as web content

Businesses large and small seem scared of putting out their market research on their websites. Common concerns we have heard are: Our competitors will know how we think about the market Our market insights  are our “secret” – sauce- why share the recipe And the one we like best: Speech is silvery but silence isContinue reading “Why its safe to put out most of your market research as web content”

Five Questions to ask to maximize the impact of your digital marketing spend

Too many marketers don’t seem to consider their internal organizational processes as they devise digital marketing campaigns. The customer journey continues after reaching your website.Here are some quick questions to ask if you want to get more bang for your digital buck :

[ Note: This post was published on March 3, 2016. It is updated on March 8, 2021 with a new image and the idea that you really get customer impact when you consider her entire journey that includes after arriving at your website.]

Don’t organize your website by your organization structure: 5 tips for effective website stuctures

This post was originally published on February 22, 2016. Since then we have great interest from our readers on How to organize a website? We also look at various Google Analytics reports for different types and sizes of organizations and are surprised at how the website structure does not seem to address the interests of stakeholders. This post is updated on March 9, 2021 with a new image and some additional explanation. We hope will help all businesses improve their website organization to try and speak to each category of stakeholders. This should in turn improve the impact of all websites as we come out of the pandemic.

Peak-End Rule and Customer Experience

According to the peak-end rule customers think back on their experience in terms peaks and ending. Thus, if during a service encounter there is a delightful experience and the service experience ends on a positive note the overall recollection is positive. Such a customer is likely to refer customers, like your business on Facebook. It does not matter if there was a peak negative experience (as illustrated in the graphic) that is lower than the peak positive experience

Five Tips to align your Website content to your Annual Report

A recent LinkedIn post discussed how there seems to be significant differences between what the biggest companies say on their websites and what they put out on the annual report. Naturally, the annual report is the more recent management thinking on all matters of the organization. In the pre-Google world one could argue that theContinue reading “Five Tips to align your Website content to your Annual Report”

B2B Marketing: Derived Demand web content can help show that you “get” it

Think about marketing anything B2B – and you’ll find derived demand at work. Your web content should reflect that you “get” what your B2B customer is trying to do for their customers. Derived demand is defined as : demand for a B2B product is derived from the demand that your B2B customer receives from theirContinue reading “B2B Marketing: Derived Demand web content can help show that you “get” it”