What is the Google Home Service Ads Program?

Change has a funny way of sneaking up on you. Especially when you work in an industry with as many moving parts as digital media marketing. When it comes to digital, change is more than just inevitable — it’s a way of life.

5 Local Marketing Strategies for Non-Local Businesses

Do you remember the shame? The feeling of rejection inside you when others decide you’re not good enough? It’s something almost all of us go through. We all want to be part of the group. We all want to fit in.

Trending Sources

Local Search vs. Universal Search: Are You Choosing the Wrong Strategy?

Do you want it? A steady stream of customers and sales from Google? A never-ending supply of leads, customers and sales for your local business? Who wouldn’t want that? It’s yours for the taking, if – you choose the right strategy.

Want Amazing Reviews? Make a Face-to-Face Request

You’ve worked wonders for your customer. Now it’s time to ask for their feedback. Which usually triggers our fears of rejection. Many of us take the easy way out. We send out a quick email asking for a review It’s fast, convenient and free.

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Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

7 Local Search Conferences Worth Attending Before the End of 2017

In the ever-changing world of marketing, one truth remains: knowledge is power. It’s the reason you read articles on this site. The more you know, the stronger your local search strategies will become.

Make Sure Your Brand is Telling the Same Story as Your Reviews

If you hit the regular marketing blogs up semi-regularly over the past few years, you’ve heard the term “brand story”.

How to Flag Questionable Online Reviews on Google, Facebook, and Yelp

Online authority is the backbone of a company’s reputation. A business with an impeccable track record among its customers and community is a strong contender for the position of industry leader and trendsetter. When a business does right by their customers, their reputation improves.

Mapping the Local Online Review Strategy That Every B2B Needs

B2B companies are in trouble. New customers can’t tell you and your competition apart. It’s a component the vast majority of B2B companies struggle with. Then, to magnify the problem, the vast majority of B2B companies have little to no reviews.

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5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Does Your Local Business Need a Website in 2017?

Your website is dead… A growing number of “experts” say it is. These experts suggest that websites, as they exist now, are obsolete and unnecessary. Some are more cautious, stating that a mobile friendly website is enough. Are they right? It’s 2017.

Review-Researching: 3 Examples of Reviews in the Buyer’s Journey

Customers won’t tell you. They know you’d love to know what they’re thinking. To get an inside look at how they make their decisions. But the fact of the matter is, they won’t share. Because they don’t really know.

Your Employee Gets Called Out In a Review. Now What?

Pick one, quick. Your company has just received a negative review. One where the customer says some pretty terrible things about one of your employees. Your employee is an all-star as far as you’re concerned. On the other hand, your customer may be right.

Are You Losing 5 Star Reviews to Hidden Customer Expectations?

Why won’t they do it? Why won’t most customers write a review for your agency? How do you get reviews for your clients? It seems like getting customers to respond is an uphill battle. You’ve under-promised and over delivered.

How to Take Amazing Photos for Your Local Business

Customers are judgmental. In fact, we’re all judgmental, it’s scientifically proven. Contrary to popular belief, being judgmental is necessary. When customers look at your business they make a judgment call, automatically. Yes, No or maybe.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

3 Analogies for Pitching Online Review Marketing and Management

Clients are losers. They’re losing business to competitors, losing because they’re missing reviews, losing because they have negative reviews. The vast majority of clients are struggling to get ahead. They’re constantly losing business.

How to Hire Support Employees that Guarantee Positive Online Reviews

Customers can be tough. Some, once they’ve paid for your product, become demanding and difficult. These customers pick at your support staff, slowly wearing them down. When this happens, conflict is inevitable. Your support staff is your first line of defense.

Tapping into the Loyalty Program for Glowing Online Reviews

Loyalty deserves to be rewarded. Especially when that loyalty is what keeps a business afloat. There are plenty of ways to offer value to customers beyond the sale of products or services, but one of the most popular methods that business owners use is the loyalty program.

Google Creates a Tool to Auto Generate Signage of Your Best Reviews!

Well this is neat! Today, Google released a fun little tool that allows small businesses (with a GMB listing) to auto-generate well designed signage to place outside your store. I bet you know why we here at love this tool… it includes snippets from your positive google reviews!

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Revenge and Reward: Is Your Customer Service Team Likeable?

What do customers think about you? When they think of your customer service what comes to mind? If you’re like most businesses you’re not entirely sure. Some feel the question doesn’t matter. Who cares? As long as customers are spending and satisfied what does that matter?

Here’s what we’ve been working on… Feature Update

We have lots to share from And we assume you already have your grill mitt on and just want to get your weekend started.

How “T-Rex Arms” Help Uncover Rich Customer Insights

Kerry Bodine

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing.

Silos don’t have to hurt your CX, but they often do

Customer Bliss

Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Why Journey Maps?

Kerry Bodine

Journey maps have become one of the most popular tools for understanding and improving customer experiences. Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular?

More evidence that customer experience is about emotions

Customer Bliss

Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries.

Feeling Overwhelmed By Journey Mapping? You’re Not Alone

Kerry Bodine

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third.

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CX 360: How to Align Voice of Employee with Voice of Customer Programs


According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Engagement and Loyalty: How Employees Can Be Your Best Customer Advocates


Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model.

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How To Choose A Persona For Your Journey Map

Kerry Bodine

In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this?

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty


“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it.

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6 Ways to Move from Measuring Scores to Measuring Outcomes


In today’s world, receiving customer experience feedback surveys seems part of almost every transaction. From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Realizing the Value of Executive Alignment Around CX


Creating better executive alignment can skyrocket CX program ROI Is your company still struggling with getting executive buy-in for customer experience initiatives? If so, you’re not alone.

How 6 marketing leaders plan to improve customer experience

Vision Critical

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate.

Align CX to Drive Tangible Business Results


Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

How Mobile is Transforming the Customer Experience


These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?