Tone of Voice

What’s the Best “Tone of Voice” for Email Customer Support?

When you’re dealing with an unhappy customer, it’s not just what you say, but how you say it. This is especially true with channels like email and social media, where you can’t use vocal inflection, facial expression and body language to provide context for your message. You have to rely on word choice and punctuation…continue reading …

attorney online reputation

Reputation Management for Attorneys: Owning Your Online Presence

It’s a hard fact of life. Despite your best efforts or altruistic ambitions, somebody somewhere is going to say something bad about you or your practice online. It’s all too easy for disgruntled clients and unscrupulous competitors to drag your reputation through the digital mud these days, and if you’re not on top of things,…continue reading …

Bichon maltais blanc assis & coquin sur fond blanc

Email Subject Lines: Does Size Matter?

Ever heard the expression correlation does not imply causation? If not, you need to start hanging out with more nerds. Basically, it means that just because two statistics happen to coincide with one another doesn’t mean one caused the other to happen. So, for example, skirt lengths don’t drive the stock market and the increase…continue reading …

Reputation Management

Manage Your Online Reputation [Infographic]

Leaving your online reputation to chance is what we in the marketing industry call a “bad idea.” The fact is, people are much more vocal with their complaints than their praise, and it only takes a handful of dissatisfied customers to paint an unrealistic picture of the way you do business. That’s why your reputation…continue reading …

santa-laptop

Top 20 Most Effective Holiday Subject Line Words [Infographic]

‘Tis the season for holiday email marketing. But with so many emails flooding into everyone’s inboxes, how do you convince your customers that *yours* are worth opening? Well, the folks at VerticalResponse (an email marketing company) analyzed the subject lines of thousands of emails during last year’s holiday season and made a note of the…continue reading …