Finding True Love in a Website Redesign

[fa icon="calendar'] May 10, 2016 7:00:12 PM / by Jeff Thomas posted in Web Design, User Experience, Growth-Driven Design

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Could I get a showing of hands, please? How many of you LOVE redesigning your website? Anyone?... There are reasons why so many of us hate even the idea of redesigning our website. Traditional website redesigns take an enormous amount of time, energy, and money, they are usually implemented late, involve budget overruns, and most often produce lack-luster results over the long haul. If that's the case with your most recent website redesign efforts, read on... because we believe there is a better way.

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Convinced by Kind Words: 8 Tactics for Using Customer Testimonials

[fa icon="calendar'] Mar 15, 2016 8:49:30 PM / by Jeff Thomas posted in Customer Centric, Branded Content, User Experience, Storytelling, Touchpoints

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The best salesperson your company has doesn’t even work for your company. That’s because your average human is a little cynical when it comes to salespeople, and is significantly more open to input from other consumers. While we’ve blogged in the past about the challenges associated with customer testimonials (most involving questions of authenticity), freely given, honestly reported comments can still be very powerful.

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Your Website Visitors are Bailing? Here’s Why.

[fa icon="calendar'] Feb 10, 2016 9:45:41 PM / by Jeff Thomas posted in Inbound Customer Experience, Amazing Customer Experiences, Web Design, User Experience

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Laura is shopping online for a new mountain bike. She arrives at a company’s website and is immediately wowed by what she sees. The page design, the crystal clear photos of beautiful bikes, the clever copy. She’s hooked. And she spends almost 30 minutes browsing the site. Brad’s looking for a bike, too. He goes to the website of a different company and is immediately irritated. The homepage is ugly, it takes 15 seconds to load, and the product descriptions are confusing. He’s disappointed. And he spends exactly 22 seconds browsing the site. Company A just sold a $900 mountain bike. Company B just lost another potential customer.

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Blondes, Brunettes, Redheads, and the Customer Experience

[fa icon="calendar'] Sep 12, 2015 2:09:00 PM / by Jeff Thomas posted in Content Marketing, Inbound Customer Experience, Amazing Customer Experiences, Buyer Personas, User Experience

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From the time I was old enough to look out a car window, my dad was playfully saying "Check out that blonde, son!" which of course "delighted" my mom to no end. In fact, that might have been my first introduction to the concept of shopping. It took me a "few" more years to realize that it wasn't I that was in control of the situation, i.e. it ultimately became clear that it was I that needed to have something to offer. But by then I had been indoctrinated to the theories related to blonde, brunette, and redhead personas. (Okay, I may not have been familiar with the term personas at that time, but stick with me.)

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What's the Craziest Thing You've Ever Done?

[fa icon="calendar'] Sep 8, 2015 9:22:00 PM / by Jeff Thomas posted in Blogging, User Experience

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I've done a lot of crazy things in my life. Most of them are not appropriate to blog about, but rather are things I should be repenting for! Some though, are the fodder of stories I've told countless times, tales that always seem to catch people's interest. For example, there's the time I drove a street sweeper across the country. Yep! A street sweeper.

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Making the Most of Mobile: Tips for Optimized Content

[fa icon="calendar'] Sep 4, 2015 1:52:00 PM / by Jeff Thomas posted in Content Marketing, Marketing Today, User Experience

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As consumers of marketing content, we know that reading is an entirely different experience on a mobile device versus a desktop. As creators of marketing content, we often forget that very important fact. Keep the concepts below in mind as you create material for viewing on mobile devices.

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"Inbound Customer Experience" vs. "User Experience"

[fa icon="calendar'] Aug 24, 2015 10:06:00 AM / by Jeff Thomas posted in Inbound Customer Experience, User Experience

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An inbound customer experience is the quality of interaction a customer or prospective customer has with your brand online. It includes the overall impression and the degree to which your branding and messaging engages your visitor and the value he/she received from the experience. All of this is significantly impacted by the degree to which the buyer persona is understood and catered to, the overall usability of the website, the quality and relevance of the content, and how well the website and landing pages have been optimized. The quality of interaction your customer experiences is affected by how well technology has been utilized to captivate interest, solve problems, make life easier, and differentiate you from the competition. But most importantly, it's about CUSTOMERS.

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Content IS User Experience (UX)

[fa icon="calendar'] Aug 19, 2015 2:12:00 PM / by Jeff Thomas posted in Content Marketing, Inbound Customer Experience, Buyer Personas, User Experience

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It is almost frightening how little time, attention, and budget are given to website content planning, strategy, and production. While design is certainly important, it is NOT the most important part of the UX. Content, on the other hand, IS!

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