The future. Unloved by Gen Y and Z, it’s hard to imagine the mainstream survival of the tablet. When the tablet first appeared, 6 years ago, most industry pundits laughed it off under the general premise of: It’s hard to see anybody who needs a laptop buying an iPad, and I can’t see people using […]
Running a WordPress Agency. A quick peek at our CEO’s iPhone As a team of two dozen digital nomads, we’re firmly in the “mobile-first” camp. Here’s what our CEO, Martin Dower relies on to keep him organised, and sane. I’ve been remote-first since the 1990’s and mobile-first for almost a decade. I have used, abused […]
Peerless WordPress Support. 328 WordPress Support Tickets, 12 hrs Response, 100% Client Satisfaction. Summer’s here: Fewer tickets, slower initial interaction but still top of the world for client satisfaction We got to 90% of all tickets inside 24 hours with over half picked up inside the magic first-hour. The overall ticket volume has dropped 20% […]
Agency Management 101. The greatest achievement any business can shoot for is longevity – and to achieve that you need to work with excellent, sustainable and profitable clients. Despite what you might think, there are no “bad clients”, just poor relations. One man’s nightmare client is another’s dreamboat. The agency world is full of horror […]
Read More… from Client & Agency Harmony: Three things to test
Staying in front. As we begin our third Internet decade, is it seemingly getting harder to keep pace? Often referred to as “disruption”, the sheer pace of change in everything from software to transportation is starting to stress folks out over the age of 35. It’s easy to see why it’s confusing when the world’s […]
Read More… from The Salmon of Doubt: And how to avoid being a luddite
Peerless WordPress Support. For the last five years we’ve openly published our support performance and client satisfaction. It’s how *we* measure how good our WordPress support service is. We support a mixture of mid-sized clients and they all get broadly the same level of service – and they’re all supported through our Zendesk-based helpdesk. We […]
Read More… from WordPress Support: The first 6 months of 2016
Being an agency In a financial world driven by hyper-speed software automation, it seems not everyone sees the benefits We live in a world where computer systems now do much of the drudgery of manual admin. So why do we persist in keeping suppliers waiting for invoices to be settled? There was a good reason […]
Read More… from Why suppliers should be paid in 7 days, not 70 days!
Peerless WordPress Support. 413 WordPress Support Tickets, 7.3 hrs Response, 100% Client Satisfaction. A near identical month to May in terms of workload, but with an improved response time. We managed to respond to 92% of all support tickets inside 24 hrs, with over 40% picked up within the first hour. So far this year, […]
The Workplace Re-Imagined. You might be busy, but are you usefully productive? Many office-based staff are living-out a pointless existence, working 40 hours a week in a pointless 9 to 9 routine. It seems as if we are still labouring under a pre-21st century pretense of how work is done! But, in a world increasingly […]
A mobile world When was the last time you downloaded a new app onto your smartphone or tablet? In mid-2008, Apple created the “App Store” as a third-party app development and distribution network. But is it now game-over? The idea was simple, and unusual, for Apple – they had started shipping millions of smart hardware […]
Peerless WordPress Support. One thousand support interactions, four hundred WordPress support tickets and one hundred percent client satisfaction. That’s pretty good numbers and we’re rightly proud of them. So far this year, we’ve dealt with almost 3,000 support tickets with an average response time of well under a day. […]
Social Media as an agency communication channel. Since we joined Twitter in 2009 we’ve acquired 20,000+ followers and sent out 5,000+ Tweets. Wow! Quite clearly, its a significant communications channel for Connected. And here’s how we use it; this is our crib sheet. And in the beginning It was a wet, dark December afternoon in […]
Read More… from Hitting 20k followers on Twitter: A milestone
Peerless WordPress Support. 554 WordPress Support Tickets, 9.6 hrs Response, 100% Client Satisfaction. Despite being another month of over 500 support tickets, on balance it was a stress-free and steady month. Almost half of the tickets were picked up inside an hour and a whopping 88% were dealt with in under 24 hours. We are […]
Being a 20 Year Old Digital Agency, by Martin Dower, Founder & CEO. A 20 year old digital agency is kinda rare in an industry that only appeared in the 1990s. We’re frequently asked how we’ve done it, how we’ve prospered over 3 decades. I know we’ve influenced the business models, ideas and cultures used […]
Peerless WordPress Support. Five Hundred WordPress Support Tickets : 100% Client Satisfaction. Despite the performance in March being *very* similar to February, it never gets boring reporting another perfect month. Whilst we don’t claim to get everything right every time (we are human), its the way in which we fix our mistakes and openly communicate […]
Quality Content Planning The explosion in content marketing is not reflected in increasing information quality or value. Content for the sake of it seems to be taking over the Internet, often driven by the head-banging, derivative mantra of “content is king”. Except it isn’t. People, and the web at large (and ergo Google) craves high […]
WordPress Support. We pride ourselves on the quality and consistency of support we offer our WordPress clients. But sometimes it can go terribly wrong (on the face of it). We’ve run a dedicated WordPress support service for over 3 years now – we’ve learned a lot and during that time on of the most useful […]
Read More… from Statistics, rogues and support: A lesson in reporting
Company Communications. 15 years of learning condensed into 10 minutes. We’ve been using persistent communication systems for 15 years. We’ve learned a lot about how to and how not to use these systems. No doubt you’ve heard of Slack, you may even have used it. If you work in the digital space we cannot fail […]
Read More… from How to use persistent communication (Slack et al) properly
Peerless WordPress Support. Another 600+ support ticket month. In the first two months of 2016, we’ve received nearly 1,300 support tickets. This compares with less than 500 in the same period last year. 100% Client Satisfaction We’ve managed the neat task of more than doubling the number of WordPress tickets in the last year and […]
Peerless WordPress Support. Busiest month, massive DDoS attack, 2 new teamies. January saw our busiest month with 656 tickets solved at 100% client satisfaction and with 1399 support interactions. This is in stark contrast to 275 tickets in the same period last year. WTF? Well, late on NY eve there was a massive, sustained DDoS […]
