client success program Archives

Posted on Jun 20, 2013 by Lesley Hays

We lost 50% of our positive Facebook comments by focussing on negative conversations

From the weekly Success Insights series: Lessons from our Client Success Programs

This week, we have an important lesson on the value of positive community engagement!

We heavily monitor a retail sector client’s Facebook page, but recently our two social media guides needed a holiday*. So while our guides were away, we had to minimise the responsive work we could do in order to handle the out of hours monitoring. This meant we significantly reduced our engagement with the community and focussed on “fighting fires” rather than taking the time to encourage and get involved in positive conversations.…

Posted on May 14, 2013 by Lesley Hays

Is your web developer running these 2 easy tests?

Upgrade Chrome, Firefox, Safari and more at BrowseHappy.com

From the weekly Success Insights series: Lessons from our Client Success Programs

Last week, I said that browser testing didn’t finish with your website launch and promised a follow-up explaining how to manage ongoing testing. So here it is!

1. Check new releases monthly

Quickly run your website through the latest version of the major browsers. The following is the order of importance to check based on likelihood of bugs and popularity, and you might even ignore Safari or Opera based on the list of browsers you made last week.…

Posted on May 6, 2013 by Lesley Hays

How to test for 99% of your website visitors by finding your top 8 browsers

From the weekly Success Insights series: Lessons from our Client Success Programs

Hopefully, your website was tested in lots of different browsers while it was being built, but now you probably only look at it in the one you use all the time. You aren’t regularly seeing what all your visitors are seeing and could be missing bugs or opportunities to use new technology!

Popular browsers like Chrome and Firefox are updated all the time in the background and a little double-checking now and then will pick up small issues and give you a chance to implement the latest best practices. …

Posted on Apr 30, 2013 by Lesley Hays

The Scorecard: How to record your Web Strategy Goals

Customer Centre metrics in a Google Analytics dashboard

From the weekly Success Insights series: Lessons from our Client Success Programs

A few weeks ago, I explained how we define and review a Web Strategy with goals and metrics. Now, I thought I’d give a simple example of how this concept works in practice.

An example of a Web Strategy Scorecard goal

Goal 3: Retain and improve relationships with existing customers

Support, service and communicate with existing customers through social media and the website.

Metric	Target	Tracked
“Customer Centre” visitors	50 per week	Google Analytics _{(www.clientwebsite.com)}
Downloads of customer information (forms, brochures etc.)	200 per week	Google Analytics _{(www.clientwebsite.com)}

This way of recording the goal and metrics shows:

The basic business goal
A description of how online activities can help meet this goal
Two clear metrics to track, directly related to the goal
The targets that will show that this goal is being met
Exactly where to find each figure so we know how to set up our reporting systems and so anyone else can use this Scorecard later.

Posted on Apr 22, 2013 by Lesley Hays

How we’re developing the Flexible Packaged Deal

From the weekly Success Insights series: Lessons from our Client Success Programs

Everyone has experienced the locked-in contract they regretted later. It’s inevitable: your needs change over time or you discover that what looked right on paper isn’t as useful or practical as you thought.

We’ve always made a point of being flexible with our clients and when we started our Client Success Programs, our attitude was the same. But we’re discovering that striking a balance between a predictable scope and client-focused flexibility can be really hard!

Over the last 6 months, we’ve learnt some pretty valuable lessons about this from our Client Success Programs.…

Posted on Apr 16, 2013 by Lesley Hays

How to improve a call to action

From the weekly Success Insights series: Lessons from our Client Success Programs

Sometimes you just know that an element of your web strategy should be working better than it is. But if you think the conversion on something should be higher, don’t be afraid to try and try again with new ideas!

In our case, one of our clients has a main call to action form that’s converting a lot lower than it should and it’s taking a lot of experimentation to improve it. There aren’t a lot of parts to the call to action, so it’s hard to know what to experiment with, but we base our decisions on a few key questions.…

Posted on Apr 8, 2013 by Lesley Hays

3 Steps to Define Your Web Strategy Success

Did you know that Bluewire Media has a special Client Success Program and that the vast majority of our clients are on one? Did you know that this means we’re in touch with these clients all the time and are constantly working on hitting their Web Strategy goals?

Well we do and we are!

Every week, we have a team meeting where we update each other on our clients, present our results and ask for help or suggestions. In these meetings we get to discuss what we’ve learnt, where we’ve gone wrong, what we’ve done amazingly well and how much closer our clients are to their goals.…