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Mobilise the Forces

Mobilise the Forces

Mobilise the Forces

Are you mobile ready?

Chief Executive of Google, Eric Schmidt once said "If you don't have a mobile strategy, you don't have a future strategy", and he practices what he preaches.

Since 2010 Google has embraced a mobile first culture, meaning the technology superpower is primarily focused on mobile.

With the continuing explosion of mobile Internet use - more people now check e-mail on mobile devices than on desktops - make sure you don't miss the boat!


Use Keyboards Shortcuts to Save Time and Pain

Use Keyboards Shortcuts to Save Time and Pain

Use Keyboards Shortcuts to Save Time and Pain

If only I knew about Ctrl + Z!

I have a confession. It took almost 10 years working in the Internet industry before in 2008 I finally studied up on keyboard shortcuts...and I soon realised the cost of this oversight.

Keyboard short cuts now save me lots of time everyday, but the all powerful (Ctrl + Z = undo on most Windows based systems) is my favourite.

Many times when editing content I've mistakenly deleted a paragraph or a page or even the whole document. Before I learned Ctrl + Z my only solution was to have a little cry and re-do the work.

If you use a keyboard and you don't use keyboard shortcuts you're just wasting time.

Apart from Ctrl + Z, for me the 3 other most important keyboard shortcuts are (Ctrl + A = select all) and (Ctrl + C = copy) and (Ctrl + V = paste). If you've got a favourite let us know and we'll be sure to pass it on.


Use Cross-Browser Testing to Your Advantage

Use Cross-Browser Testing to Your Advantage

Use Cross-Browser Testing to Your Advantage

Time is Money...so here's a valuable tactic...

As software developers, we're constantly testing our work, and we advise clients using the iASP™ cms to always check the live changes they make to their websites.

Many platforms on the Internet provide access on an individual user basis...so just because something looks OK to the administrator does not necessarily mean it's OK for all other user levels.

For reasons highlighted in a recent post, it's important to test everything from the perspective of all users, and here's our number one tip for saving time doing this:

Use multiple browsers.

When using a web browser such as Firefox, new windows or tabs always open with your current login status, however, opening a new browser will not. So you can quickly login to the new browser for testing purposes and you can then return to the original browser without having to log back in.

We hope this helps...let us know if it does...or if you've got any other time saving tips drop us a line.


Why do customers leave without saying goodbye?

Why do customers leave without saying goodbye?

Why do customers leave without saying goodbye?

It was fun while it lasted...

I talk to businesses worrying about customers posting negative feedback, but a customer can do something far worse: Leave, without even saying goodbye!

Don't rely on customer feedback to highlight problems...in reality customers are more likely to just move on if they encounter barriers to your offerings.

Case in point: A client recently created a promotion-code based offer on Facebook.

Plenty of followers claimed the offer, but no sales resulted...on investigation the code wasn't set-up properly, but nobody complained...they just didn't buy anything!

Tactic: There is a second powerful lesson here...many online systems behave differently according to login status: be sure to test everything is functioning properly from your customers perspective... on this later...


Five tactics to address negative customer feedback

Five tactics to address negative customer feedback

Five tactics to address negative customer feedback

With the emergence of social media, customers are becoming increasingly savvy about how to effectively focus the spotlight on poor customer service, products and other sub-standard business practices.

In today's competitive environment transparency and integrity are vital, so if you have skeletons in your closet, it's more important than ever to clean up your act.

If a customer exposes a legitimate issue with your customer service, your products or your other business practices (if only I had a dollar for every time that's happened to me over the last 25 years), these five tactics have proven highly effective in my experience:

1: The best and only policy is (and always has been) to respond honestly and quickly.

2: Respond directly to the feedback within the platform it was submitted, even if you plan to action the issue in other ways. For example, respond to comments posted on your Facebook wall with an answer on your Facebook wall, even if you plan to telephone the customer directly.

3: Be sure your response is polite and professional. It's a good idea to frame responses with the mindset that they might appear on the front page of a newspaper...as has happened to some operators who didn't consider this possibility.

4: Don't feel any obligation to be overly specific, but if possible provide a brief explanation of how or why the issue occurred and if relevant how you will address the issue in future, for example:
"We had a power outage that afternoon, which explains why our telephones were off-line. We're consulting with our provider to investigate options to mitigate this in future".

5: Regardless of whether the customer is entitled to any formal compensation under your terms of service or in respect to any warranty, consider how you would want to be responded to if you were in your customers position. Even a token offer of compensation can be a very powerful display of empathy, however, be sure any such offer cannot be misconstrued as patronising.