Navigating the ever-evolving landscape of customer expectations is a challenge that I tackle head-on in my latest book, "Customer Experience Unearthed." This book is a deep dive into the customer journey, but with a twist – it’s from the viewpoint of the customers themselves. As consumers, we all seek a seamless and personalized experience, and this book aims to unveil just that. By shedding light on real-life consumer challenges and triumphs, it offers a unique perspective on the customer experience (CX) journey.

Hiring the right people is critical for the success of any organization. According to a study conducted by CareerBuilder, 74% of employers admit to hiring the wrong person for a position, leading to lower productivity, decreased employee morale, and higher costs.

In the marketing world, it's not enough to simply launch a campaign and hope for the best. To succeed, you need to know what works and what doesn't, and the only way to do that is by tracking your results. In this article, we'll explore why tracking is so crucial, what you should be tracking, and how to do it effectively. Whether you're a marketer or a business owner, understanding these key principles will help you maximize your efforts and achieve your goals. So let's dive in and discover the power of tracking!

Public Relations (PR) is a challenge, especially for new or less visible businesses. From writing valuable content to convincing journalists, finding an interesting angle, and avoiding being salesy, PR involves several difficulties. This article explores the difficulties of PR, the benefits it offers, and the importance of tracking and measuring success.

As a team leader or manager, you are responsible for ensuring that your team is working efficiently and effectively towards achieving their goals. However, keeping track of all the tasks and projects your team is working on can be a daunting task. Without a clear view of what has been accomplished and what is yet to come, it can be challenging to assess your team's performance and give feedback accordingly.

As a project manager, keeping track of your team's progress is crucial to delivering projects on time and communicating timelines effectively. But with so many moving parts, it can be overwhelming to stay on top of everything. That's why having a clear view of all the various milestones of your project is essential. In this article, we'll explore the importance of milestone tracking, the tools you need to do it effectively, and how it can make all the difference in project success. Did you know that 77% of high-performing projects use project management processes?

Recruitment interviews can be daunting, especially for unexperienced managers. Finding the right candidate with the right skills, experience, and attitude can be a challenge. But don't worry, I've got you covered! In this article, I'll share my tips on how to prepare and structure your interviews, use the same format for all applicants, set specific evaluation criteria, and more. Plus, I have selected a downloadable template to help you streamline your recruitment process and find the perfect candidate for your team.

In the world of communication, there is an ongoing debate about which technology is the best. There are those who swear by video conferencing, others who prefer messaging, and some who hold onto their phones.

I am humbled to announce my recent nomination for the TOP 100 UNIFIED COMMS INFLUENCERS 2023 by UCX USA, where I have been ranked 19th among some of the biggest names in the UC industry.

As we start a new year, it's essential for businesses to stay on top of the latest marketing trends. 2023 promises to bring new technologies and changes in consumer behavior that will shape the way we market our products and services. In this article, we will discuss some of the key marketing trends to look out for in the coming year, including the diversification of marketing channels, the use of marketing dashboards, the importance of joined-up customer journeys, the return of physical events, and the need to focus on upselling rather than just acquiring new customers.

Ask someone with a simplistic understanding of retail how to win more customers, and they’ll likely present the classic solution of “Lower your prices” — and while there’s some wisdom to that, it nods to a fundamental misunderstanding of how (and why) we make retail decisions. Pricing is just one factor among many, playing a part that’s far from the biggest.

For this article, I invite Harikrishna Kundariya, Director of eSparkBiz Technologies, to share best practices to generate business from LinkedIn campaigns.

Have you noticed that some projects keep slipping away to an always moving deadline? These projects are postponed week after week, month after month until you finally decide to take them off your list. In this article I'll review the reasons why this is happening and what you can do about it.

Are you doing business in China or with the Chinese market? If so, you must know the latest features of WeChat, the leading Social Media platform in China. To explain it, I invited Olivier Verot, Marketing Expert of the Chinese market.

Using the right hashtags on LinkedIn is essential to get the visibility you seek. But which hashtags should you be using when you talk about CX (Customer Experience) or Contact Centers ? Here is the updated list of the most popular LinkedIn hashtags on this topic.

Using the right hashtags on LinkedIn is essential to get the visibility you seek. But which hashtags should you be using when you talk about job offers and recruitment? Here is the updated list of the most popular LinkedIn hashtags on this topic.

Using the right hashtags on LinkedIn is essential to get the visibility you seek. But which hashtags should you be using when you talk about work from home or remote working? Here is the updated list of the most popular LinkedIn hashtags on this topic.

Social Media is a very competitive world and monitoring what others do is essential. I invited Pooja Shah to share her insights in a guest post.

We live in a fast moving world where innovations make the difference. But how to make sure your innovation meets the success it deserves?

70 percent of the population may suffer from the impostor syndrome - what is it, how do you explain it and how to overcome this phenomena? That's precisely what we review in this article.

For this Guest Article, I invite Rodney Laws, Ecommerce Expert and Editor at Ecommerce Platforms to share his vision on SEO and content marketing helping business growth.

This LinkedIn Guide was written with 24 international experts to bring you the best tips to enhance your profile, improve your posting strategy, help you expand your network and much more!

LinkedIn is the most popular social media platform for professionals. It gives people to ability to recruit, find jobs, engage with other professionals, keep up-to-date with new trends and market information, sell their products or build their personal branding. But what are the tricks to maximize your visibility and results on LinkedIn?

Social Media platforms are great to engage with your customers and get them involved in your company development while allowing them to express their opinion. Unfortunately, these platforms also generate a lot of noise and potentially create bad buzz. How can you reduce such noise while keeping customer engagement?

Email is one of the most traditional types of customer service channels and yet remains a major one still used in multiple situations. But in an evolving world where digital becomes more and more important, call centers become contact centers and a new breed of agents rises: digital agents. Who should then manage emails?

You don't know what you don't know. When you engage with customers, every interaction can have a butterfly effect. Every detail can potentially have an enormous impact on your business. But do you know which opportunities you are missing and what is the cost of it?

Phone customer service has been around for years and had its ups and downs. What does phone support look like in 2019? Should it continue to be part of your overall customer experience strategy or is it doomed already?

There are two major strategies when it comes to dealing with customer enquiries: the ticketing approach and the conversation approach. Both methods have pros and cons, one is more problem centric while the other is more customer centric. Let’s review these strategies to define which best fits your business.

As consumers, we constantly look for better and faster experience. In the early days of the internet, we expected and accepted to wait from a few seconds to a few minutes before our browser would show any content. Today, waiting a couple of seconds for our social feed to load is a frustrating experience. Considering that the signal goes from the phone to the outer space before getting back to the phone, waiting would be a logical thing. But humans don’t work that way: as soon as you have experienced something better, it becomes a benchmark for every future experience.

Harry Gordon Selfridge used to claim that the customer is always right. What is certain is that the company isn’t always right, and when it isn’t, it must explain the situation to its customer. But should it apologize?

Everyone talks about Customer Care, but what should your priorities be? I have created the Customer Care version of Maslow's hierarchy of needs to identify priorities.

I manage 5 Twitter accounts and 5 LinkedIn accounts, for myself and various websites I built over the years. Often, people ask me how I find the time to post so many pieces of content on LinkedIn or Twitter. There's a secret.

I was recently invited to speak at Customer Contact Management Summit in Warsaw on behalf of Dimelo to talk about how to provide an outstanding customer experience through omni-digital customer care. Let's review some of the most important elements of this approach.

This is a summary of my speech at the Client Strategy/E-marketing 2018 Paris Conference with Dimelo and Pierre-Edouard Lieb from Recast.ai (SAP) discussing “how can humans and machines collaborate for better customer relations”.

I was recently invited by the Focus Group to join their London event Customer Experience World for a couple of roundtables about omni-digital customer care and human/machine collaboration to offer outstanding customer experience.

There are many types of questions and answers available when you create an online survey. Sometimes it is difficult to choose the right type of question; this is why we are going to study in further details the kind of questions in this article, with all the pros and cons.

In a digital world evolving rapidly where consumers need things faster, how can telecoms keep up and delight their customers? Invited to talk at Telecoms World Asia on behalf of Dimelo, I presented the major challenges and solutions for an outstanding customer experience. Here is a short summary of the presentation as well as the entire video below.

Customer Care has an impact, sometimes positive, sometimes negative, on every aspect of your business. Customer satisfaction is influenced by the quality and speed of your replies. In 2018, Customer Care is more digital than ever, but the key remains the empathy. After interviewing 12 Customer Care experts, Anthony Rochand and myself offer you the 21 best recommendations to start 2018 with expert advice.

Facebook Live is an incredible way to directly engage with your audience. Building a following is all about making a genuine connection, and there are few better ways to do that than by talking to them in an unedited and interactive format.

There has been a true acceleration in terms of technology evolution in the past few years. Our vectors of communication have changed: new devices, new technologies, new methods and new results. All these changes directly impact the way your customers expect to interact with your company. You wonder how to remain up-to-date and pick the right digital channels?

Do you really know what a CRM is? What can you do with it? How does it integrate with your teams? How to use it concretely? In this article we study the secrets of CRM and its impact on your company's performance.

Participating in an exhibition represents a large investment in both money and time. This investment goes to waste if you do not send the right people or if they don’t behave as they should. Let’s review together good practices at trade shows.

Every entrepreneur believes to have created a unique product no one ever thought about before. A quick market research usually shows the opposite - regardless how innovative your product is, you most certainly have direct and indirect competitors on your market. Should you worry about it?

Whether you use LinkedIn, Facebook, Twitter, Google+, Instagram, Snapchat or any other social media channel, you must know it: managing such account is time consuming. If you platforms take only little time to handle, it may be that your results are fairly disappointing. Luckily, there are aspects of your Social Media you could automate - let's see which ones and how.

#EventIcons is a major webcast in the US interviewing icons of the event industry all over the world to share their knowledge and experience. In this specific episode, I was invited to discuss trade shows and strategy.

Email remains the communication tool the most used by companies for a good reason: it helps reaching prospects and clients easily according to their own timeline. But do you have a proper strategy in place?

A good content marketing strategy is the key to long term success. But where to start? I was recently invited to talk at a conference organized by the Hong Kong Entrepreneur Club to share my secrets and strategy.

You have built a blog that attracts visitors. All these readers are potential clients. But do you know who they are? Do you know how to contact them? How to convert them? This article will help you capture leads and move them down your sales funnel.

CS isn't the most popular department in any company. It deals with redundant questions and angry clients, spends a lot of time apologizing and answering phone calls. Yet, the secret to a thriving business lies in your ability to put your whole team in customer service.

You have a website, maybe a blog, a bunch of Social Media channels, but so far it hasn't helped you much getting new business. What you need is your online tools to generate leads. How? Keep reading!

Everyone recently talks of content marketing like the new holy grail you should acquire urgently. Yet, content marketing has been around for as long as Google exists, and there is no miracle solution - only good strategies. Let's discuss the right approach for small businesses and startups to get their content strategy right from the start.

There is no doubt that LinkedIn is a great tool for B2B companies. Some use it for advertising purpose, others to attract job candidates, some use it for brand awareness or lead capture. How to build a successful strategy for LinkedIn?

Twitter is an important Social Media selling tool for America and Europe - if you wish to reach these markets, you should definitely consider Twitter. But how to grow your business? This article contains an action plan to grow your social selling potential in no time!

With more and more Social Media and review sharing websites, it becomes a real challenge for B2B marketers to stand out from the crowd. Overview of my presentation at ClickZ Live Hong Kong 2016.

Content strategy is often regarded as a time-consuming and low-result solution. Yet, while other digital strategies such as Social Media or SEM show immediate results, they also lose their power as soon as the budget is cut. Speaking for lalamove at the Digital Marketing & Strategy Innovation Summit in Hong Kong.

Business shows and expo are among the most expensive and time consuming marketing events. How do you insure return on investment?

If you are not using A/B testing yet, it is really time to catch-up! If you are using A/B testing, let's review how you could do it BETTER.

Companies need KPIs and figures to estimate their teams' performance. Consequently, numerous marketing departments end up monitoring metrics that have no reason to be monitored or even boosted. Let's review what really matters for your business.

Electronic Direct Marketing isn't science but it isn't random either. The five rules described in the following article should give you sufficient understanding to increase exponentially your EDM results.

Creating a seamless customer experience by merging online and offline strategies isn't an easy task but will bring your brand to a completely different level.

If you worked hard to get leads and prospects, it is a shame to lose them because of an unprofessional-looking quotation. Review of good practices.

A popular trend in the current economy, called a sharing economy or, in other words, a collaborative consumption or, also, a peer economy, has already altered the labor market around the world, for example, the Uber's activity, which is so much talked around these times, influenced that taxi drivers striked in New York, Chicago, San-Francisco, Paris, London. The basic idea of the collaborative consumption is to earn on sharing own possession with strangers. It could, if further develops, greatly change not only the world's economy but people's self esteem.

Organizing a fair is both time and money consuming. If you don't get much return from it, you might be wasting precious resources. With the following 3 tips, you will not waste money on fairs ever again.

If you are not specialized in PR, handling press interviews can be overwhelming. It gets even worse if various people in your company could be interviewed. This article offers tips on how to handle such situation and keep a consistent communication.

Are you underpaid? Do you see yourself in a different position? Talking about salary with your colleagues isn't possible and your boss might not want this conversation. Luckily, some tools exist to help you!

Have you tried How-Old.net yet? If not, most of your contacts certainly have! But what is hidden behind this viral concept? Product development and data collection done smart with Microsoft.

Returning customers and personal recommendation have to be the dream ticket for any business organisation.

In a fragile economic environment, companies exploit all the means of possible communication to distance itself from the competition.

I have recently heard from several people "I am thinking about getting a new degree", hoping it would boost their career. What does a new degree really bring you?

Do you feel a certain comfort in your job? Do you master all tasks you are given? Do you know all there is to know about your position? For the sake of your career, MOVE ON!

Your objective is the growth and the development of your sales in China? Digital marketing can help you to achieve this goal. Here are 5 of digital marketing strategies you must know as a marketer in China

France ended 2014 with nearly 160,000 active commercial sites. This surge of 20% compare to 2013 shows that brands have every reason to stay on top of digital competition. The Federation of Ecommerce and Distance Selling (FEVAD) attests that 2015 will be full of new trends.

You don't become PR specialist overnight. It takes times and experience to learn how to pitch media with nice stories. Here a few guidelines that will make it easier on you.

Everyone talks about SEM and SEO as the miracle solution to online success. But what is it really about and where should I invest my money and efforts?

Looking for a job, for customers, for partners or investors is much easier when your online image is good. Here is a list of the most important elements to keep a good online image.

The days of brick and mortar shops can not be counted, but e-commerce is changing with the evolution of behaviours. Mobile traffic will certainly represent the future.

Your marketing efforts are somehow wasted if you invest lots of time and money in Social Media strategies that aren't linked to the real world. How to be successful with Social Media Strategies? Case study with a few brands.

Have you heard of Sales Funnels? This is the only way you will ever be able to improve your sales by understanding your customers!

If you have no natural talent for public speeches it doesn't mean you can't impress during presentations. The following tricks will turn you into a superman of public communication.

How relying a little more on your clients to carry out your advertising campaigns can help your business. Learn more about word of mouth marketing.

Do you consider yourself innovative? When it comes to marketing, do you stick with the traditional methods or look for new trends? Here is why you should give up advertisement and re-position your budget and efforts.

Websites are no longer static. Content is created and pages move around. Here is how to keep your website up in the rankings.

Big Data involves collecting a large volume of information. As SMEs don't have access to the same amount of data as larger corporations, does it mean SMEs can't make use of Big Data? Here is a case study with Ovolo Hotels.

The importance of social media today in our society helps the survey technique to develop for the first time to a digital dimension and stay on track.

A/B testing isn't about finding the right solution. It is all about find an always better method to improve your results.

You can try everything in terms of SEO and promotion but will never get high Google rankings if you do not focus on getting good page speed.

Whether you launch a website or relaunch an existing one, things might seem easy at first sight but traps are everywhere!

Taking a different path can be exciting while overwhelming. Taking control of your life isn't an easy task: some succeed, some fail, most can't take the risk. Cyril Mazur shares his experience with our community.

Trust is the key to positive sales results and can be achieved through content creation.

Each country, each culture, each language has its own specificities. There is no such thing as a global e-marketing strategy.

Choosing between Facebook and LinkedIn might not be an easy choice. You probably know both platforms as a user. Let's try to analyze those two systems in order for you to decide which one to use.

Each experience - good or bad - brings you some knowledge and makes you better. Here is what I have learnt in my first job.

For the past two years, we have been discussing Social Media, SEO, SEM, SEA, company's organization and management structures...

Information has always been a powerful way for engaging the human spirit. Facts, figures and expert analysis have a great power for persuasion. Letting your audience know and see what you want them to see, you get an ability to influence their beliefs and decisions.

Have you noticed an important drop on your Facebook post's reach in the past few weeks? Facebook is changing the rules, and you should carefully consider changing your strategy.

There will be a point in your business development where you will need to decide between developing a system in-house or using an existing system. Here are a few tips to ease this difficult decision.

It is now common for companies to develop Social Media strategies and to hire Social Media Managers in order to boost their online presence. But what can you really expect from Social Media Marketing?

If you have spent countless hours making your website SEO friendly in one language, do not destroy all your efforts by simply translating it in others languages.

It is now becoming common for companies to hire a Social Media Manager. But do you know exactly what you expect him to do?

Landing Pages are the ultimate fusion of SEO and marketing segmentation. Landing Pages enhance the efficiency of your SEM campaigns, Social Media strategies and SEO efforts. But what exactly are Landing Pages and how do they work?

Having a blog is the first step to an efficient content strategy. Unfortunately, many bloggers quickly give up posting disappointed by low response. I would like to share with you technics and tips that have worked for my blog to be successful.

Have you ever found yourself diving into a project even before having thought it through? Project management implies having a clear overview of the requirements and goals before starting any action.

When you arrive on the web development field, everyone around you talks about PageRank and AlexaRank and how important they are for your website's growth. But what are really those ranking, how do they work and most important are they really worth tracking?

SEO aims to improve a website’s indexing on search engines by modifying its code, content and structure. But how to manage a good SEO strategy and how to track its results?

Nowadays most companies move to the Social Media world without considering constructing a strategy. Like for all marketing activities, expecting a return on investment requires establishing a protocol of action.

Have you set rules to regulate the usage of Social Media within your company? Where is the limit between employees' privacy and company's rights?

Most companies track their customers' information using CRM systems. But how do you practically use such information? In this article we will see practical way for making profit with your CRM database.

SEO often sounds like the holy grail of online strategies. While there is nothing sure about SEO, some basics can help you getting better online results.

Surveys and questionnaires are common ways of understanding who your customers are. But do you prepare them enough to insure optimum results and return on investment?

Working smart and being organized in your work is important but all your efforts get wasted if you are unable to protect your confidential information.

What is a pyramid scheme, why is it illegal and how to recognize it? Pyramid schemes are very profitable schemes for those who start them while terribly harmful for their victims. Learn more about this dangerous business strategy.

The explosion of the internet in the past 20 years has radically changed the way companies promote their products. Creating a bridge between your online and offline strategies is essential for gaining efficiency in your promotions.

Most of your daily communications with your visitors and customers is based on emails. When it comes to promotion, information, offers, problems and conflicts solving, the most common method of communication is the electronic mail. But are you sure your customers do actually read your emails?

Nowadays everyone has a Facebook page. Most companies use Facebook as a bond with their consumers. But what am I going to talk about on my Facebook page?

The most successful websites aren't those with best design or products. Those that succeed are those that provide their visitors with a real customer experience. This article reviews some possible ways to improve visitors' experience as a strategy to develop sales.

Managing a brand page on Facebook isn't an easy task. Replying negative posts while growing your fan base can be very challenging. Here are a few tips to manage this effort efficiently.

Organizing a trade show or a consumer fair can sometimes be tricky. This article will give you some clear guideline and useful tips to organize your event as efficiently as possible.

Nowadays, having a website is necessary for most businesses. But there is a gap between a simple webpage and a money-generating website. Whether your website is an informative page or a webshop, the article below will give you an overview of the essential steps to make sure your website will be successful.

Avoiding to give up new year's resolutions before the end of January isn't an easy task. But such challenge can bring value to your daily life.

Developing a product is a long and complicated journey. Summary of the three essential phases of product development.

People detect problems all the time, but very few will say it out loud. Laziness and fear are two major issues impacting the quality of your company services. By detecting problems on time and blowing the whistle, things can go far smoother.

There is nothing more frustrating in life than facing a stubborn careless customer service. If you are yourself taking care of customer service, bear in mind the following rules, they might save or even improve your image.

Gangnam Style is an international buzz. Within three months, this Korean MV received over 600 million viewers from everywhere in the world. A very atypical case study.

Some people are sensitive to odors, others to music and others to touch. Have you ever thought of integrating the five senses in your marketing strategy?

How do you define which task to start with and which one to put aside? The eisenhower box gives you a very easy trick to define the way to treat your various tasks.

Marketing is all about enlightening the positive aspects of a product or service in order to sell it or improve its public image. Ethics is all about respecting non-spoken rules enabling life in society. Can those concepts be compatible?

How to find the perfect name for your product and how this name influences consumers' behavior. Tips and strategies for an efficient branding.

Do you really know who are your customers? Do you have a clear picture of your market? A precise definition of your market is the key to an efficient strategy.

Organizing your tasks efficiently is the first step toward an efficient management. The post-it era is over: enter the 21st century successfully.

If there is one thing in life you can never get back, it is time. There are millions of strategies and theories out there teaching you how to get the best out of the time you spend. Today, let's see together how to waste it efficiently.

What are the real issues when talking about web advertising? How to make ourselves and our work different from the crowd? What is the essence of webmarketing and how to exploit it to create value?

Building an efficient strategy, mastering excel, powerpoint and keynote, developping an attractive presentation is useless if you do not know how to present it properly. How to captivate your audience during a presentation?

You have a website and constantly fight to increase your traffic and attract new visitors. You built a great SEO campaign and keep improving your marketing strategies to reach that goal. But did you think about your content strategy?

As a child, you were gifted with imagination and creativity. Now grown up, you base your judgment on your knowledge and experience. How to think like a child?

Today I offer you, for free, my secret to appear first on all Google results pages and become rich in 24h! With my free solution you will earn at least 6000$ a month... from home!

The three marketing tools presented in this article are truly practical. Understanding the concepts of Product Life Cycle, Death Valley Curve and Marginal Utility can help you anticipating market reactions and develop your marketing strategies' efficiency.

You can use the most advanced marketing concepts, build incredible marketing strategies, be efficient on Social Media, attract visitors from all over the world… if you can't answer customers emails properly, your work is condemned to failure.

Internet promotion can be fast, easy and cheap but requires some knowledge of common rules and practices. Let's look together into the forum strategies for promotion.

For most webmasters, a newsletter is nothing more than a way to advertise. It is used as incessant spam, sent again and again to non-consenting mailboxes. But a newsletter is much more than this - it is a powerful link between a website and its visitor, and it really is an art to know how to make use of it.

Facebook, Twitter, Myspace, Google+... there are more and more social media on the market, but how to know which one suits your needs?

Summary and solutions of the most usual mistakes concerning the customers’ loyalty and their management

The NPS is an efficient way to categorize your customers, recognize real brand promoters and make the best profit with it.

The long tail theory is a very concrete marketing concept that might have huge repercussion on your business once you understand it.

A powerful network is the key to success in most marketing strategies.

I wish you all a happy new year 2012 and a lot of success in your business.

Starting an epidemic might be one of the biggest challenges in marketing, and it takes much more than just a great idea to start spreading.

A coding protocol is the insurance of a productivity increase and a better follow up of projects in your company.

Network marketing is a form of natural marketing which can have a huge impact on your business if you know how to manage it.

Marketing and leading by innovation, case study of Google Maps 6.0 and Das Erste marketing strategies.

For those of you who know about the customer life cycle, you know how difficult it is to find and keep a customer. But not every customer is a good customer, and not every visitor is a good visitor.