Service for Its Own Sake

Everyone knows that good customer service is a critical ingredient to business success (excluding your local cable company, whose quasi monopoly enables sadistic abuse of customers with impunity). But client service is often viewed as a chore—as a sort of unappetizing “health food” that has to be tolerated to achieve some other goal: keeping a […]

Facebook’s Interest-Specific Newsfeeds: An Opportunity

This past October, Facebook rolled out its initial testing of interest-specific newsfeeds. Think of the current newsfeed as a newspaper, only with all the articles jumbled together without sections. This feature would now give users the chance to view different sections, or feeds, specific to interests they select. According to CEO Mark Zuckerberg, this new […]

Search Advertising: Still Unglamorous, Still Effective

You’re looking for a new pair of shoes, but you don’t know where to start. For most people, the next step is somewhat natural: Google it. Whether you notice or not, your search query returns two types of results: ads and organic listings. These ads aren’t glamorous, they weren’t designed in a studio, nor will […]

Why A/B Test?

“Every experience consumers have can be made a little bit better,” says Marc Andreessen, founder of Andreessen Horowitz. He’s right, today’s digital atmosphere offers nearly limitless opportunity for the optimization of content and design. Instant analytics from digital experiments allows for more actionable insights and data-driven strategy. Though it can be an arduous task, A/B […]