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The Fastest Browser/Website of Them All

Not all online marketers may need to have a nuanced grasp of the underlying web apparatus and tools that support their craft. But they do know this: Page speed is, without a doubt, an   [...]
Posted: Tuesday, August 9th 2011

The Art and Science of the Online Apology

Companies have learned over the decades that customers can be mollified for just about any sin it might commit - except perhaps outright negligence - with a forthright apology. This rule still holds true for online communications and channels, in fact, doubly so. Indeed, as such channels proliferate and the conversation between companies and customers becomes every more interactive, so must the apology. An Email Unsubscribe Mishap Leads to Multiple Calls Backs  [...]
Posted: Wednesday, July 27th 2011

Applying Neuroscience Marketing to the Online World

The science of neuroscience marketing can be either fascinating (if you are a brand) or slightly creepy (if you are a consumer at whom these efforts are focused). Rarely, though, are they seen as relevant to digital marketing. It is understandable: most of the sexy research or case studies are very much focused on actual consumer goods. But, in fact, there are a number of related studies that - while perhaps not formally considered neuroscience marketing - can still be applied to digital marke  [...]
Posted: Thursday, July 21st 2011

Top Tips: Google's Webmaster/ Analytics Pilot | InKnowledge's Modular Plug-in | Microsoft Advertising Intelligence | Shooting business videos

Participate in Google's Webmaster/ Analytics Pilot Google is launching a limited pilot program that integrates data and tools from Webmaster Tools and Analytics. Join it if you are able, writes Rob Young at Search Engine Land, even though the cross-service tools for the pilot progra  [...]
Posted: Wednesday, June 8th 2011

Copywriting, Daily Deals and AB Testing All of It

There are many questions surrounding the ultimate fate of Groupon’s IPO – except this: whatever the valuation winds up being, the group buying market has become a formidable local ad category, almost over night. An IPO, especially a successful one, will mean even more entrants into the market. And that will mean more choices, more channels and more opportunities to tweak the wording of a parti  [...]
Posted: Friday, June 3rd 2011

Delta Applies Technology to Travelers' Nightmare Scenario

You are at the airport excited about your trip. Then, the dreaded ax falls: no your flight is not delayed, although in the current context that wouldn’t be such as bad development. Rather, the flight is overbooked and the airline is calling for volunteers to take another, later flight. No volunteers? No problem, the airline selects its own. The result? A late flight - with several somewhat grumpy travelers plus one or two who are absolutely furious at the inconvenience. Delta   [...]
Posted: Friday, January 14th 2011

A Soup to Nuts Guide to Website Design and Multivariate Testing

A simple tweak to a form or an email document or landing page can reap a company millions a year in additional revenue. Expedia learned that when it identified the reason why so many customers who clicked the "buy now" button did not complete the transaction. That reason, it turned out, was an optional field on the form under 'Name', for 'Company'," Expedia's VP of global analytics and optimization Joe Megibow told the Premier Business Leadership Series conference in Las Vegas last week. (  [...]
Posted: Wednesday, November 3rd 2010

4 Online Marketing Survey Tactics That Break Through the Noise

Over the past decade or so marketing surveys have greatly expanded their reach by tapping online consumers. Now, though, the ever-growing number of these requests has caused a backlash. Simply put: people are getting tired of being queried by every service provider, not to mention unfamiliar companies, as they navigate online. "Instead of one request, people are getting 20 to 30 requests to fill out surveys," says Pamela Kennett-Hensel, a marketing professor at the University of New Orleans K  [...]
Posted: Tuesday, September 7th 2010

The Golden Road (to Unlimited Branding)

While 1960s countercultural jam band pioneers The Grateful Dead do not have an image associated with the traditional business world, they do have much to teach marketers, writes Copyblogger.  [...]
Posted: Thursday, August 12th 2010

Pepco Follows Social Media Playbook in Power Outage

This past weekend more than 301,000 customers in Maryland and the District of Columbia lost power after unusually harsh thunderstorms hit the area. The storm, which clocked in at 90 miles an hour in some parts of the area, was over within 20 minutes. The power outage, though, lasted for days with service not restored for many until Thursday. Customers quickly became disgruntled with the utility, posting their ire on Twitter and in the blogosphere. Unlike other PR crises - last winter for exam  [...]
Posted: Thursday, July 29th 2010

Industry Buzz & News: 6/23/10

Publishing: Gourmet, dead as a magazine, returns as an app. Social Media: Are marketers training John Q. Public to whine on the web? Dell, others don't   [...]
Posted: Wednesday, June 23rd 2010

Customers Gone Wild: How Not to React to Online Complaints

AT&T Wireless Giorgio G.  had a few complaints about his iPhone wireless service - complaints he expressed directly to CEO Randall Stephenson via email. Twice. After the second email, Giorgio received a phone message from AT&T thanking him for his feedback and then warning him that a cease and desist letter may be sent to him if he contacts Stephenson again. If you haven’t read about what happened next then you can probably guess: Giorgio posted the voice mail message along with his origin  [...]
Posted: Friday, June 4th 2010

Industry Buzz & News: 5/24/10

Social Media: FarmVille creator Zynga moves into real-world branding. Twitter cuts cord on third-party ad networks. Yahoo allies with Nokia on maps. Can location-based services   [...]
Posted: Monday, May 24th 2010

7 Mistakes Email Marketers Should Avoid

Travel and hospitality companies make a key mistake when targeting leads with email campaigns, according to a new report by StrongMail: they don't use subscriber preferences or behaviors to target offers in their pre- and post-stay emails. The report, "Connected Marketing for Travel Providers," was authored by email marketing analyst and Relevancy Group CEO David Daniels after surveying email marketers from mid  [...]
Posted: Monday, May 17th 2010

Hotels Go On Offensive Against Negative Reviews

Hotels are taking a particularly aggressive stance against anonymous reviews found on such sites as Yelp or Trip Advisor by actively trying to connect the data dots to identify the author. Once the hotel has identifying information in hand it might thank the poster for the good review - perhaps with a gift basket. In the case of a negative review, it might send an email asking for either a reconsideration or a chance to readdress what was wrong with the person’s stay,   [...]
Posted: Monday, May 17th 2010

Research Focuses on Unseen Online Ties

Companies and universities are stepping up research to determine how online users connect with each other - outside of the obvious linkages on social networks. These efforts are reminiscent of Google's Buzz, a much maligned social network that the search engine rolled out earlier this year that automatically generated a social network based on algorithms that examined who people most often contacted via email. Despite the outcry - not to mention subsequent lawsuits - several companies are s  [...]
Posted: Friday, May 14th 2010

Inbound Marketing Costs Less

Marketers who spend more than 50% of their lead generation budget on inbound marketing channels report a significantly lower cost per sales lead than those who spend 50% or more their budgets on outbound marketing channels, according to the "State of Inbound Marketing Report" [pdf] from internet marketing firm Hubspot. Average Cost Pe  [...]
Posted: Friday, April 30th 2010

‘Must Have’ and ‘Easy to Eat’ Displays Work Best

  [...]
Posted: Tuesday, April 27th 2010

Social Media Aids Customer Acquisition

  [...]
Posted: Tuesday, April 27th 2010

When Should Firms Sue Customers for SocNet Comments (Answer: Almost Never)

Given how quickly comments, videos, Yelp recommendations and blog posts can go viral, it is easy to understand why a company might be tempted to threaten legal action against a customer who has taken his or her complaint online. Especially a local firm whose feels its reputation in its market might be at risk. But generally speaking - unless the customer is outright lying - the First Amendment provides cover for such commentary. And then there is this: the customer could well to use the threa  [...]
Posted: Friday, April 16th 2010

Digital Agencies That Aren't So Digital

Digital agencies may talk the talk when it comes to online marketing, but preliminary findings of a survey suggest that they do not follow what they preach. Andrew Ballenthin, president of Sol Solutions, recently conducted a sample review of integrated marketing agencies to see where they were at in their own application of social media as part of their digital media services. One hundred websites were analyzed and within that group 5  [...]
Posted: Wednesday, April 14th 2010

Greenpeace Attacks Nestle via Facebook. Some Tips If It Happens to You

Nestle found itself on the defensive after an attack lodged by Greenpeace first on YouTube and then on its Facebook page. The source of the environmental activist’s ire was over Nestle’s palm oil sourcing activities - activities that Greenpeace says palm hurts the habitats of endangered species, specifically Orangutans. Nestle, which has weathered its share of corporate crises and protests over the decades, handled this one poorly, in large part because the company was caught off guard by th  [...]
Posted: Tuesday, March 23rd 2010

When Else to Send that Email

Convention wisdom says that email marketers should not bombard recipients with messages - rather, they should be contacted after a plan has been developed with specific reasons or offers in mind. For the most part that is true - nothing irritates consumers more than a blizzard of email marketing messages that are poorly tailored to boot. There are exceptions to breaking ranks though - that is, times when an email should be sent outside of the normal monthly or biweekly routine. W  [...]
Posted: Tuesday, March 23rd 2010

eBay Launches Rainforest Preservation Marketing Efforts

eBay has launched two green initiatives to position itself as a conservationist in the eyes of consumers. The online marketplace has unveiled a new green shopping hub that will help consumers find millions of green products, and launched its eBay Green Team Challenge that commits the online giant to save up to a quarter of a million acres of rainforest for consumers who reuse,   [...]
Posted: Thursday, March 11th 2010

Facebookers Donate to Haiti

More than one-third of Facebook users in the US, UK and Australia have donated money and/or goods to relief efforts aimed at the January 12, 2010 earthquake which struck Haiti, according to a joint survey conducted by Facebook and The Nielsen Company. Money Leads the Way Donations of money were by far the most popular type of aid  [...]
Posted: Tuesday, January 26th 2010