The power of great CX, What % of searches are local? Antitrust laws & how marketing might change

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Chewy’s provides great CX and it goes viral: When a dog owner’s pet died and they asked Chewy to refund their unused food, the company went above and beyond. In doing so, they demonstrated the incredible viral value of great customer service. A simple customer service act provides bountiful returns.

A look at the top 1000 Google queries on the desktop and what it says about local: Kevin Indig of Shopify looked at the top 1000 searches on Google Desktop. Interestingly at least ⅓ were local in intent and most of those were branded local searches.

John Oliver & Rand Fishkin look at the two antitrust bills that might pass this summer: John Oliver, like many comedians these days, does a better job of explaining the antitrust bills in front of Congress than the news does. And he is more fun to listen to. Rand Fishkin looks at how the bills will dramatically change what we do as marketers.
The Near Memo, with David Mihm, Greg Sterling & Mike Blumenthal, is a weekly conversation about Search, Social, and Commerce: What happened, why it matters, and the implications for local businesses and national brands.

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1. The power of great CX, What % of searches are local? Antitrust laws & how marketing might change (00:00:00)

2. Chewy’s provides great CX and it goes viral (00:00:13)

3. A look at the top 1000 Google queries on the desktop and what it says about local (00:08:33)

4. John Oliver & Rand Fishkin look at the two antitrust bills that might pass this summer (00:17:58)