Are You TALKING to Your Customers?

About two months ago, while building a scope of work for a project, a client asked why they needed in-depth interviews with their customers as part of the research deliverables. “We have a pretty clear vision for how our website needs to be updated. We have great relationships with our members so they send us feedback, and we’ve got years...

What Non-Developers Need to Know About WordPress CMS Administration

Not long ago, my seventy-two year old step mom told me she’d developed, and was managing, my father’s business website. A retired romance languages professor, she’d done the research, used a templated site builder, and learned the basics of CMS (Content Management System) administration. Why am I telling you this?  If a retired romance languages professor can teach herself basic...

Authenticity in the Face of COVID-19

Instead of another “how to deal with this situation that no one knows how to deal with” post flooding your feed, this is a post about not always having the answers. But having the bravery to keep showing up and talking — and the confidence in self to trust your honed instincts. For the first time since perhaps since 9/11,...

email testing

The ABCs of A/B Testing

In my last job, I spent most of my days talking about email. Discussions about strategy and execution for Welcome Campaigns, Win-backs, Newsletters… you name it. A topic that came up frequently, no matter the type of email campaign, was A/B testing. In fact, clients’ interest in A/B testing was sometimes so high, the question of “What should we be...

The best email philosophy: What’s good for them is good for you

I’ve got a professional history with email. Which means I've got a history of seeing people roll their eyes when I talk about it. Email gets a bad rap because companies aren’t doing enough to ensure their content is useful and interesting to the subscriber. Companies can easily go overboard, blinded by the cost-effectiveness of email, and start to send...