Nicolette Beard

Crisis in the Call Center (Part 3): With Coronoavirus It’s Crunch Time

In the digital age, when we discuss business continuity we tend to focus on data security and privacy breaches. Disaster recovery takes on a whole new meaning when preparing for a pandemic. Call centers must assess their resilience in the wake of the coronavirus outbreak.  It...

Crisis in the Call Center (Part 2) – How To Combat High Call Volume...

By definition, a crisis means there’s no time to plan. Even top teams fail to understand what it takes to plan for disruption. That’s why so many businesses were caught flat-footed during this recent coronavirus outbreak. According to McKinsey, “companies that navigate disruptions better often...

Crisis in the Call Center (Part 1) – How To Prepare for Coronavirus

Travel restrictions. Stock market nosedives. Italy on lockdown. The ripple effect of COVID-19, a deadly new strain of coronavirus, has wreaked havoc worldwide. As businesses grapple with the economic impact of this latest health scare, customer call centers are dealing with the people side...

7 Social Media Skills Great Candidates Can’t Fake

Who reading this remembers CompuServe, AOL and the Bulletin Board Systems (BBSs)? These 70s-, 80s- and 90s-era online meeting places allowed users to communicate through a central messaging system and post messages to other users. In many ways, American Online was the Internet before the Internet,...

Digital Disruption and the Rise of the Empowered Customer

“There is no school for customer support or community management.” ~ Richard Wright, CEO, UserVoice, #userconf We’re experiencing a revolution in customer support and service. Cute names pop up every day to clue in the clueless, but the reality is this: If those on the…

Making Mobile a Cornerstone of Your Multi-Device Marketing

Mobile marketing is all about context. A study by Nielsen and Google found that “in the moment” searches are the most popular with 85% of smartphone users looking for local information and 81% following up to take action. But what kind of content makes sense...

Pinterest Wields Marketing Chops

Living in a hot tourist destination, like Southwest Florida, opens up online marketing strategies that are much different than marketing a B2B website. Recently, Pinterest, the latest social media darling, brandished its marketing chops to the travel industry. Jetsetter recently held a travel contest...

SEO Fundamentals: How to SEO Your Website

Off all the definitions for "fundamentals," the one I like best is "down to bedrock." It's not commonly used but, for this SEO fundamentals post, I think it fits. The phrase is defined as meaning "Down to basics or fundamentals; down to the essentials."...

Want Better Search Results? Write Better Page Titles.

One of the hardest things to convey to people outside the search industry is that SEO, in addition to requiring some technical proficiency, also encompasses research and writing skills. Your Page Title will almost always trump any technical ranking factor, unless the page URL...

Social Media Framing

I'm a big fan of the people at Forrester Research and devoured the book, Groundswell: Winning in a World Transformed by Social Technologies, when it was published in 2008. I think they, well, wrote the book, when it came to defining a social media...

Brand Bias & the Thought Police

A search and social opinion piece has been incubating in my mind for several weeks, first instigated by one of my favorite instigators, Aaron Wall. In May 2011, Aaron pointed out yet another Google hypocrisy; Google admitted to brand bias in search results. He also...

Blogs Are the New Black

I've been blogging since 2005 and have been advocating blogging as the single best SEO tactic since 2008 and suffered a lot of push back from clients. Thanks to Brian Solis, who named 2012, The Year of the Blog, I may be vindicated. He generously...

Ins & Outs of Local Business Listings

I started to write this post on local link building and, and when I went to check my link building resources, I became distracted and actually started building links to my own website. It's a common complaint among online marketers and SEOs that we...

Is Your Site Truly Link Worthy?

While the holidays have provided a welcome lull in the number of search marketing conferences vying for our attention, what hasn't lapsed is the day-in-and-day-out "noise" of SEO advice. The best SEO advice anyone can give you is to sell a great product and...

Why Link Building is a Lot Like Golf

To be successful on the Pro Tour requires dedication, skill and the ability to calibrate your shots to the specific hole or golf course. To be a successful link builder requires similar determination, skill and calibration. But with link building, what exactly are you adjusting...

B2B Advertising: Metrics That Matter

I started my career in print advertising selling ad space to national accounts like Stouffer's, General Motors and Lands' End. In those days, the pendulum swung every few years from media buying plans demanding reach to client's wanting to promote to niche markets exclusively....

A Little SEO Knowledge is Scary

A business acquaintance of mine fashions himself as knowledgeable in marketing communications after just two years working as a marketing assistant taking direction from people who knew even less than he. This is the person whose business card features 15 "specialties" including SEO. By...

All You Really Need to Know About Optimizing Your Blog Posts

Blogging used to be a lonely pursuit. Now, blogging has reached a critical mass. All of a sudden, everyone's a publisher. With all these content creators, there's no shortage of blogging advice. I've decided to join the crowd, but only to simplify your life,...

Leveraging Your Digital Assets

Unless a website is frequently updating its pages with new product information or service offerings, it will see its influence, with both readers and search engines, decline over time. I'd like to share ways to generate content that not only will help you maximize...

Link Building Begins at Home

An overlooked "link-building strategy" is your website's own internal links. It seems that once a website is launched, the site owner goes on a mad hunt for links rather than utilizing his own site to improve overall search engine optimization (SEO). If your site has...

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