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Our Thinking

Thought leadership drives innovation, and underpins our client work. Curious about how we think? Find out below.

Social Media

Online Customer Service

The reasons for poor customer service range from poor hiring, ineffective (or invisible) training, poor attitude, and inadequate resourcing. Most customers don’t really care why – they’ll vote with their feet and leave.

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LinkedIn
Social Media

Streamlining Social Media: Costly or Gone

There is no question that LinkedIn is one of the most powerful networking platforms around. It connects, credentializes, and recruits. It provides a glimpse into the professional lives of those we know, and those we don’t.

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Our Thinking

Setting Yourself up For ROI

How do you determine the ROI on your marketing and sales investments? The standard formula is simple: divide the return, less investment, by the investment. A marketing campaign costs $1000, and reaches out to 1000 prospects. Five per cent of these respond, generating $1000 profit, for an ROI of zero: (1000-1000)/1000. If the profit is $1500, then ROI is 50 per cent, if profit is $500, then the ROI is negative.

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Social Media

5 Social Media Resolutions for 2016

With the New Year around the corner, what proactive resolutions can you make to ensure you’re using Social Media to full advantage? Here are 5 resolutions to consider making for 2016 that will help you leverage Social Media personally and professionally:

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Strategy

How Can An Association Compete With Free?

Are you involved in your professional association? Or do you run one – either as a director, staff, or volunteer? If so, you’re probably concerned with one aspect of Social Media: How do you compete with free?

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customer service graphic
Social Media

Social Media Credibility

Research shows that by far, the two most important determinants of service quality are responsiveness and reliability. If you are not reliable nor responsive, your “brand” quickly reflects this. And you agitate those around you.

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Online Multitasking
Social Media

Online ‘Multi-Snacking’

As intelligent, capable, and busy people, we have trained ourselves to handle… as much as we can handle. We snack on various inputs (emails, texts, the web, TV, people around us, etc.) and use our brainpower to keep it all organized, ready for instant recall… we hope. The younger generation is no better: many will use Facebook at the same time as watching TV and responding to Texts.

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