The Mobile Search Moments report looks at why and when people use smartphones to search, the actions that result from these searches and how marketers can capitalise on every moment of the process. Participants in the study were asked to log their mobile searches over a two week period in... Continue reading

The Top Five Customer Engagement and Business Articles I shared this week Continue reading

This will be Golden Gate BPO’s second year in attendance at the Response Expo in San Diego, as we have grown our call center sales and service on behalf of the direct response marketing and DRTV industry significantly since the beginning of 2011. Response Expo is a phenomenal event for... Continue reading

If you’ve ever seen an infomercial you can appreciate that ‘lightbulb’ moment when you say to yourself ‘I don’t even like pancakes but now that I can buy a pan that flips them for me, I’m going to’. Hence solving a problem you didn’t even realize you had. Recently I... Continue reading

Since attending the Think Performance event at Google in October, I've been thinking about the Zero Moment of Truth (ZMOT) and how it applies to B2B sales and marketing. Most of the session I attended was focused on B2C. The ZMOT is the moment when the consumer starts researching a... Continue reading

For the past 8 years I have worked from home. It is an ideal situation for me as I am easily distracted, tend to babble, suffer from uncontrollable fits of laughter, and generally behave like a 12 year-old when stuck in an office environment. Working from home keeps those distractions... Continue reading

(As this applies to any company or product, I’ve changed the company name to Felix & Oscar) It’s a great purse. Leather, roomy, fantastic zippers. Even men compliment me on it. The thing is, I inevitably end up telling a negative story about this purse and Felix & Oscar isn’t... Continue reading

At some point after midnight I woke up to the sound of my neighbors having a party. Someone had turned 50 and a celebration was in order. Unfortunately for me I wasn’t able to fall back to sleep. Instead I went into the living room, grabbed my iPad and turned... Continue reading

In an ideal world everything could be produced and provided by US workers. Unfortunately it’s just not realistic. How much more are you willing to pay for your fruit, your cell phone, your clothing? Continue reading

When you are preparing to implement a new customer support solution for your company, it is important to consider the entire customer engagement and not just the technology and staffing details. It does no good to consider a solution that provides a substandard customer experience. The consequences could be devastating. Continue reading

Here is a list of upcoming events in Customer Engagement: March 18-21 LeadsCon - Las Vegas Mirage http://www.leadscon.com April 1-4 Response Expo - San Diego Bayfront Hilton http://www.responseexpo.com April 8-10 Total Customer Experience Leaders Summit - Boston, MA http://www.iirusa.com/totalcustomer/homepage.xml April 9-10 Ad:Tech - San Francisco Moscone Center http://na.ad-tech.com/sf/ April 28... Continue reading

If you operate or work in a contact center you should have systems in place to handle an outage. We all know they happen. Find a contact center partner and implement a disaster recovery plan. Continue reading

Implementing a Lead Management CRM will not only permit you to automate the dialing process it will also place those leads into a nurturing campaign Continue reading

Using a lead management system specifically tailored to personalized content creation will allow you to realize the highest return on investment and permit your sales and marketing teams to focus on what they do best. Continue reading

Using a lead management system specifically tailored to personalized content creation will allow you to realize the highest return on investment and permit your sales and marketing teams to focus on what they do best. Continue reading

When you are preparing to implement a new customer support solution for your company, it is important to consider the entire customer engagement and not just the technology and staffing details. Continue reading