Author Archives: Andy McDonald

What’s driving digital engagement?

The digital marketplace should be maturing by now. Consumers have been online since the mid-nineties and using social media since the mid-noughties, but it appears that many brands still don’t understand the kind of online experience their customer expects. This … Continue reading

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The six quickest ways to lose your customers

We have mentioned on this blog that it costs far more to gain a new customer than to just retain an existing one. In fact, according to this article the difference in cost to your organisation is that it is … Continue reading

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LinkedIn is 10 today!

LinkedIn is ten years old today. Happy birthday to what has become the biggest and busiest business-networking site on the Internet. Let’s take a moment to just consider how different the web was just a decade ago. Most people were … Continue reading

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Smartphone units to go past a billion in 2013

Welcome to 2013. There is an enormous amount of change ahead of us this year in the world of customer service and I’m particularly interested in the innovation we can expect to see. Social media has been a strong focus … Continue reading

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IT in the cloud – how will it change life at work?

Think for a moment about the software and IT systems you use in your personal life. Not the Excel spreadsheets you plan the budget on, or the creaking database used inside the company for planning appointments, but the systems you … Continue reading

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Could social gaming destroy your network?

There are still a lot of companies banning access to social networks in the office. Despite claims by supporters that social networks lead to increased efficiency through information sharing, many companies still place crude blocks on the most popular sites … Continue reading

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When will Google + Take Off?

Google+ is the most recent addition to the group of important social networks you may need to consider working with personally and for use in the enterprise environment. Pronounced, and sometimes written as Google Plus, it was launched in June … Continue reading

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