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Sarah Worsham

Sarah Worsham / May 5, 2009

Splash Pages – Thumbs Up or Down?

splashsergiotudelaNow, I have to agree with Todd Zeigler over at The Bivings Group – normally I hate splash pages, especially as a user.  But as Todd said, they seem to be extremely useful for collecting information (usually emails).  It seems that sometimes you have to be a bit obnoxious for people to actually give you their information.

However, I want to insist that splash pages need to be used for one purpose – and one purpose only – collecting information from site visitors – getting them to sign up for your service, newsletter, whatever.  They should NOT be used for a pretty flash movie or some other annoyance that serves no real purpose other than to annoy everyone.  I don’t care if you spent a lot of money on that supposedly cool introduction.  If you’re not using it for a real purpose, don’t do it.  If you’re going to annoy your visitors, at least do it for an actual purpose – collecting information for a specific reason.

I also have to agree with Todd regarding the implementation of a splash page:

If you are going to deploy a splash page, please, please, please set it up so that a user only sees the page periodically. We usually set it up so that users who do not sign up see the page every two weeks or so. Also, make sure to set it up so that if users have already signed up for your email list they never see the splash page again. These steps will minimize the disruption to users who visit your site frequently.

(photo by sergio tudela)

Technorati tags: splash page, usability, design, business, marketing strategy, marketing

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Sarah Worsham / May 5, 2009

Internet Marketing, Strategy & Technology Links – May 5, 2009

fleur120

  • Why Comcast Has To Worry About Hulu (Silicon Alley Insider)
  • Mashable’s Weekly Social Media & Marketing Event Guide (Mashable)
  • YouTube to Publishers: Don’t Put Your Own Ads Into Those Videos! (ReadWriteWeb)
  • Twitter Starts To Act Like Apple By Making Life Hard For Developers, Shuts Down StatTweets (TechCrunch)
  • 85+ of the Best Twitterers Designers Should Follow (Mashable)
  • Generic Domain Names in Ads Outperform Non-Generic (Marketing Charts)
  • Live Streaming Coming to iPhone? Apple Submits New Spec to IETF (ReadWriteWeb)
  • Continued Growth Expected for Video Ads (Marketing Charts)
  • Time to Update the Old Feedburner Feed Links? (DailyBlogTips)
  • When is PPC Better Than SEO for Public Relations? (Online Marketing Blog)
  • iPhone Outsold By BlackBerry Curve In U.S. Last Quarter (Silicon Alley Insider)
  • Corporate Tweets and the SEC: Sometimes It’s Better To Keep Your Mouth Shut (TechCrunch)
  • 7 Ways to Create Your Own Social Start Page (Mashable)
  • 5 Terrific Twitter Research Tools (Mashable)
  • As It Inflects, Twitter Must Add Value to New Users, Faster (John Battelle’s Searchblog)
  • Twitter’s Tipping Point (GigaOM)
  • Google Aims to Woo the Enterprise With Its Cloud (GigaOM)
  • Marketers: Concede to Customer Control (Internet Evolution)
  • Getting Honest About Social Media Marketing (SEOmoz)
  • Dear Avinash: Web Metrics & Analytics Questions, Facebook Edition (Occam’s Razor by Avinash Kaushik)
  • Chicks Who Click Conference Coming to to Kansas City May 16 (Ad Operations Online)
  • TweetPhoto Aims To Take On TwitPic By Adding More Features. Will It Stick? (TechCrunch)
  • Getting Listed in Google Maps Even More Important (Duct Tape Marketing)
  • Pachube: Building a Platform for Internet-Enabled Environments (ReadWriteWeb)
  • The Sustainability Of Social Media (Social Media Explorer)
  • PPC Myth Week Pt 1: Organic Search Traffic is More Qualified Than Paid (Get Elastic)
  • Big Data: SSD’s, R, and Linked Data Streams (O’Reilly Radar)

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Sarah Worsham / May 4, 2009

Word Associations – Customer Service – What Comes to Mind?

I think we all have different images about what customer service should be.  But what’s the first thing that pops into your head?  I polled twitter to find out:

twittercustservA lot of frustration.  As @TerryBean said, a “dying art”.  @mistygirlph mentioned customer experience.  @damnredhead and I had a longer conversation about how non-verbal communication is often forgotten (hands in the pocket or crossed arms).  I like the images @impossibleman mentions – “standing along side” and “walking them through”.

Customer service is one of those touchpoints that companies often ignore as a cost center – or if they do provide customer service, forcing the employees to follow scripts or processes instead of actually helping customers.  Customer service is a huge part of the experience companies have with customers.  It’s not just about after the product/service is bought.  It’s beforehand, it’s during and it’s after.  Customer service is about experience and reputation.  Customer service impacts all business departments – marketing, PR, accounting, etc.  Being dedicated to customer service and actually providing good customer service are two different things.  But customer service is something that can help companies make it through a tough economy.

I had a conversation with @CharlieCurve on the phone and he mentioned the problems Twitter was having last summer where it was down for days at a time.  People were frustrated but were still fighting for the brand, wanting it to make it – embracing the FailWhale.  If your product or service were to have that kind of problem, how would your customers react?

Technorati tags: customer service, brand, customer experience, business, marketing strategy, marketing

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About Sazbean


Sarah Worsham (Sazbean) is a Webgrrl = Solution Architect + Product Management (Computer Engineer * Geek * Digital Strategist)^MBA. All views are her own.

Business + Technical Product Management

My sweet spot is at the intersection between technology and business. I love to manage and develop products, market them, and deep dive into technical issues when needed. Leveraging strategic and creative thinking to problem solving is when I thrive. I have developed and marketed products for a variety of industries and companies, including manufacturing, eCommerce, retail, software, publishing, media, law, accounting, medical, construction, & marketing.

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