Author Archive
The Next Step in Email Deliverability
First there were content filters. Followed by the “spam” button. Now major ISPs are looking at a new way to determine whether your message hits inbox.
Engagement.
Et tu Google?
Google announced today that it’s getting into the URL shortening business with its own goo.gl. Why? Google says they are doing it to protect the user. They will make sure the links aren’t pointing to malware or viruses. To me the real reason is obvious. Google will now be able to collect traffic information from beyond google.com or AdWords, helping them better determine which sites are relevant.
To start, the service will only be available within the Google toolbar and Feedburner, but is expected to be available to the public down the road.
Lightburn wins Communicator Award of Excellence
Lightburn has won the 2009 Communicator Award of Excellence for the best website in the Consumer Electronics competition for their work on Flanners.com.
Lightburn was selected by Flanner’s in 2008 to redesign their website in an effort to continue their focus on customer service. The new site features a completely web-based content management system (CMS) developed by Lightburn to allow Flanner’s to control all aspects of their website including an always up-to-date product catalog.
The winning submission can be viewed at flanners.com.
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What's a Tweet?
I’ve had a lot of clients ask me lately about Twitter. What is it and why would I want to use it? Well, I think David Spark’s recent blog post “Sixteen Great Twitter Moments” explains it pretty well.
Also, you can follow the Lightburn on twitter at twitter.com/lightburn
Keeping Customers Happy
Recently I received an email from one of my favorite companies, Netflix. Here is what the email said:
I didn’t even know there was a problem! I hadn’t noticed that my recent batch of DVDs was late, but knowing that Netflix was taking care of it put me at ease before I even became upset.
Our current proof-of-concept site, Cooper Safety Supply, is going to take a page from the Netflix playbook. Occasionally, Cooper runs into issues with items being out of stock. This is a problem because it causes orders not to ship on time. In the past, we would wait for an angry customer to call wondering where their order is. Now, we are going to begin sending them emails (similar to this one) letting them know that there is a problem and we’re working on it.
It is far easier to keep a customer happy when they are never upset to begin with. What a great idea.
© 2012
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