on site search Archives

Search Failure. You Can’t Stop Talking About It.

Posted on April 5, 2019 by Steve Zakur

Since January I’ve had dozens of discussions with marketing professionals as part of a product roadmap listening tour. My goal is to hear what’s top of mind for thought leaders, understand the pain points, and figure out how to align our product and our marketing messages with what I’m hearing. While most of the conversation focused around our new product thesis: effective visitor journeys and customer experience powered by behavior-based personalized content recommendation, people couldn’t help but talk about search failure.

SearchChat Podcast: Ring in the Year by Putting Data to Work

Posted on January 2, 2019 by Tim Peter

Podcast: Play in new window | Download

Subscribe: Android | RSS

Analytics matter: this is the unavoidable fact of digital marketing, even for those digital marketers that fear it. But are you even measuring the right things? Do you know how to make meaningful improvements?

SearchChat Podcast: AI Goes Back to the Basics

Posted on December 4, 2018 by Tim Peter, Steve Zakur

Podcast: Play in new window | Download

Subscribe: Android | RSS

We at SeachChat frequently talk about how AI and site search produce value for your site. But let’s break that down for a minute. What this is all about at the end of the day is customer experience.

SearchChat Podcast: Budget Season Survival Guide

Posted on November 13, 2018 by Tim Peter, Steve Zakur

Podcast: Play in new window | Download

Subscribe: Android | RSS

Not enough marketers take advantage of the other kind of search — the one on your own website. Few companies budget for it, while budgeting for content without a second thought. We’ve talked about the cost of value before. But when they search, can visitors even find the content they need on your site?

Individuals shaking hands over a laptop and papers.

It’s not your search engine, it’s you(r improvement program)

Posted on July 24, 2018 by Steve Zakur

Back in April I wrote about the two things you can do to improve your site search. Those are two things among many options you have available to you as you seek to keep visitors on your website and help them achieve the task at hand. Of course, one thing you can consider is a search engine replacement. Better technology has an allure. However, it shouldn’t be the place you start.

Different site layouts drawn in watercolor.

How does your search customer experience treat your visitors?

Posted on July 10, 2018 by Steve Zakur1 Comment

This morning I had to log on to United Airlines’ website to request a refund for accommodations from a recent overnight flight delay. Surprisingly there is no form specifically for this type of request on the site. I struggled with a bit of cognitive dissonance on how to fit my request in the standard fields where one might complain about rude service or a poorly maintained restroom.

Needless to say, I didn’t come away from the experience with a favorable opinion of United or its process. This at a time when they should be trying to take a bad situation (my original overnight delay) and turn it into something awesome. It didn’t help that there were errors in their login process as well as an inexplicable refusal to load a 900KB JPG file that was both less than 1MB size limit and one of the approved file types.

Am I less likely to return to united.com because of this bad experience? No, I’ll be back. Fortunately for United, oligopolists can get away with poor service. Can you?

How long will business models based on personal data survive?

Posted on June 4, 2018 by Steve Zakur

I don’t use Snapchat mostly because nobody I know uses it. I’m not the target demographic, apparently. But that doesn’t keep me from talking about how much I dislike the user experience. I know that when I register such complaints I probably sound like a codger who wants his buggy whip back. But even so, I never really “got” why someone would build a platform where content is ephemeral. Isn’t the whole point of social platforms to catalog our lives? Maybe I’m missing something.

The People Element: How SEO and Site Search Come Together

Posted on May 18, 2018 by Steve Zakur

Today we’re talking about a much-neglected aspect of search: how people work together. Recently I was on a Google hangout sponsored by the Search Engine Marketing Professionals Organization (SEMPO). The focus of the conversation was making site search more effective. As you’d expect, when you get a lot of those professionals together, we talked a lot about technology, and tools, and techniques — but didn’t spend a lot of time on one element that I think is really important, and that is the people element. For mid-market and large enterprise companies, that’s often an organizational discussion.