For many organizations, the website is one of the most important channels to reach and captivate customers throughout their buying journey. And because today’s web visitors are increasingly savvy, empowered, and mobile, in order to succeed companies must ensure that each site visitor has a website experience that is not only engaging, but is also conversational and personal.
And nowhere is this more the case than in how visitors search for—and discover—the content and products a site has to offer. Indeed, intuitive and efficient search capabilities directly impact key website performance metrics, including repeat visitors, page views per visitor, conversion rate, cart size, and CSAT. Read more and comment »
Through your own professional experiences, you know that just because workers have access to a corporate intranet does not necessarily mean they will use it. On the contrary, knowledge workers often have many of their own ways to organize and store information, as well as connect and collaborate with others: on their computer, in the cloud, on a mobile device, in social communities and other media, etc. This is due largely to developments such as “the consumerization of IT” and the Bring Your Own Device movement, which have accelerated the number of these tools and solutions that knowledge workers use in both their professional and personal lives.
Often, intranets–regardless of the platform they’re built on–do not align with how workers today consume and share knowledge because they can’t unify collective knowledge from many disparate ecosystems. This often results in frustration, low adoption, or even complete abandonment of the intranet as a knowledge repository altogether. A 2013 Worldwide Intranet Challenge survey even suggests that 90% of staff don’t regularly contribute to their corporate intranet, and 50% never do. Read more and comment »
You may not realize it, but you’re probably overlooking one feature of your company’s website that has the potential to most dramatically improve site performance. And yet research indicates that many companies neglect to focus on it. It’s search—revealed in a recent report as the biggest reason for visitor dissatisfaction. In the case of e-commerce sites, search even outranked factors such as the ordering process, site speed, and security.
Site search may be a function relegated to your I.T. department, and even there it might not be given much consideration. So why care about search at all? Because it takes on the all-important task of informing site visitors with the content that speaks to them in a personal way. It is also a driver for key site performance metrics such as conversions, as well as number of repeat visitors, page views, and average cart size. So who should be responsible for such an important feature? Read more and comment »
When thinking about the relationship between our organization’s customer service operations and the conversations taking place about our company on social media channels, it’s hard to overstate how truly connected they are. In our social-media savvy world, so many conversations about brands take place independent of the companies themselves, within channels and networks over which they have no control. Customers are more empowered than ever to use social platforms like Twitter, Facebook, and Linkedin to voice their opinions, compare products and experiences with peers, seek help, and so on. For many companies, these are exciting and nerve-wracking times.
Will companies ever really be able to control these conversations? Not so much. Should companies recognize the incredible potential value of this grass roots conversation and commit resources to ensure they are proactively engaging in these conversations? Absolutely. Read more and comment »