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The untapped brand advocacy potential of loyalists

Brand advocates are among the most powerful sources of social recommendations, word-of-mouth and sales in this social era. However, businesses ignore or forget many possibilities to enhance brand advocacy tapping into the power of...
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Website features that influence shoppers: 10 indicators and 3 lessons

By learning the psychological, contextual and practical factors that influence shoppers, an online business can position itself to increase sales by meeting customer needs and fulfilling expectations. According to an October 2011 survey by the...
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Customer excellence: your highway to word of mouth

As you probably know, word of mouth is still primarily an offline matter. People mainly talk to each other about products, companies and experiences in ‘real-life’ conversations, as I wrote in a post on...
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