Recent Posts

Loyal Customers or Advocates?

Too often today the two terms “loyalists” and “advocates” are used interchangeably when referring to valuable customers. In fact they could not be any more different from each other, but there is a spectrum to where customers fall between loyalists and advocates that needs to be understood. Today, customers have many choices and are distracted by messages, promotions, and opportunities to save and drive greater value from their purchases. A brand like Nike hopes that their customers buy all their tennis shoes from Nike but the reality is that a single customer may have Nike, Adidas, and Puma in their closet.

Is Conversion Rate an Antiquated Metric in eCommerce?

Today’s retailers, eTailers, or eCommerce companies are heavily focused on acquiring new customers. Those who are forward thinking have already shifted some of their attention to Retention (think Loyalty), but there is still not enough attention been paid to use of conversion (think high impulse shopping items around the checkout lanes). Within an organization each person will give you a different definition of what is/are conversions(s) for their business. Instead of trying to converge everyone to agree on one definition, we should recognize its different nuances within the buying process.

Best Practices For Collecting and Managing Visual Commerce

Today, shoppers no longer look to celebrities and style magazines for advice on what to buy.  Instead, brands are seeking advice from the shoppers on what they should promote.  According to a recent study conducted by social shopping site, Shopa, one in seven women snap selfies trying on new looks before waiting for an average of two ‘likes’ from friends Read more…

Retailers Take Note: Lyft and Starbucks are Mixing Up the Customer Loyalty World

Lyft and Starbucks are mixing up the customer loyalty world with a new partnership that combines the businesses under the Starbucks customer loyalty program. With the new contract, Starbucks loyalty members will receive points for each Lyft ride they take and Lyft drivers will automatically receive Gold Member status in the program. Other features in the works include a functionality giving Read more…

Facebook Is Dabbling in Online Shops…Again

Everyone is joining the ecommerce game. Facebook is following suit behind Pinterest by testing new Facebook stores, which let companies set up ecommerce shops within their current Facebook pages. Facebook made previous attempts to enter the ecommerce space but has seen relatively little success. Last year they introduced a Buy button similar to Pinterest’s Buyable Pins. In both cases they keep Read more…

The Social Phases of Brand Expansion

In the increasingly competitive world of ecommerce, staying ahead of the customer’s mind can be a challenge. Social media can build bridges between brands and customers through optimization of brand presence and increased understanding of target customers. While 84% of B2B marketers use social media in some form, not all marketers understand or use the best ways to directly impact Read more…

NYSE Outage and More Tech Failures Raise Red Flags

Starting with a computer glitch that grounded United Airline flights for two hours, followed by a software update gone awry that closed the New York Stock Exchange for four hours, and minutes later an outage on the Wall Street Journal’s homepage, Wednesday July 8 saw some serious technology failures that some people are having a hard time chalking up to Read more…

Why Brands Should Value the Facebook News Feed Update

As of this morning Facebook announced three updates to users’ News Feed preferences in order to provide more personalized content.  These updates are available now on iOS and be will available on Android and desktop over the next few weeks.  What many brands may not realize is that this is the prime time to pay attention to how they interact Read more…

It’s a Fine Line: Reputation Management vs Authenticity

Managing your online reputation is important, yet there’s no singular way to ensure that your reputation matches reality. There are plenty of review sites, but not every business or consumer relies on the authenticity of these reviews. Online review juggernaut Yelp has profiles and reviews of over 50 million businesses throughout the world and dominates review searches. One frequent complaint Read more…