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Karen Cassel

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VP, Products and Services, Ziff Davis B2B Focus

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Creative and analytical senior executive with an expertise in web media business models, including social networking, ad networks and web publishing. Extensive experience in measurable, pay-for-performance online marketing, including lead generation, viral marketing, brand marketing and search engine marketing. In-depth ...

Creative and analytical senior executive with an expertise in web media business models, including social networking, ad networks and web publishing. Extensive experience in measurable, pay-for-performance online marketing, including lead generation, viral marketing, brand marketing and search engine marketing. In-depth knowledge of customer acquistion for the for-profit post secondary education sector.

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Feb. 7, 2011

Karen Cassel is now following

Feb. 7, 2011

Karen Cassel recommends this answer by Jeff Molander

Are most Groupon merchants losing money?

Yes, according to new research most are losing money. I'll present the reasoning below (a summary of the research) and 4 tips -- how to run a profitable Groupon promotion.
Are Groupon promotions profitable for stores? Do they generate sufficient additional sales to Grouponers at full ... more

Jan. 27, 2011

Karen Cassel recommends this answer by Brett Arp

What are the top three things you would recommend to align sales & marketing?

I always tend to start with understanding how both Sales and Marketing are getting paid. Very often, you will find conflicting goals because each group is compensating their own department in a vacuum on what their boss is saying. Starting with the goals of the ... more

Marketing Alignment

Jan. 26, 2011

Karen Cassel recommends this answer by Eric Britten

Performance Management Best Practices: What are your 3 tips for managing employee performance?

Managing employee performance is one of the most misunderstood and abused processes in organizations today. That's why employees and managers alike dread the process and continue to struggle with how to make it effective and a positive experience.
My three recommendations focus on the performance management ... more

General Management

Human Resources

Employee Performance Management

Jan. 12, 2011

Karen Cassel recommends this answer by Chip Bell

When, if ever, is it OK to argue with a customer?

The customer is not always right...but always the customer. Rarely does arguing build customer loyalty. Before resorting to arguing work very hard to demonstrate to the customer that you completely understand their point of view. Key word is demonstrate, not just saying "I understand." Say, ... more

Customer Service

Angry Customers

Customer Retention

Jan. 12, 2011

Karen Cassel recommends this answer by Mike R

What is your method for dealing with customers who "can't" be served?

To counteract those who simply do not want your aid, I recommend abiding by this simple adage; “Kill them with kindness”.
I have found that people respond more quickly and more honestly when dealing with someone who’s simply nice. The nicer you can be to ... more

Customer Service

Angry Customers

Contact Centers

Jan. 12, 2011

Karen Cassel recommends this answer by Mike Power

What are some ways to deliver effective performance reviews?

I agree with all responses specially Justin and Barry. The conversation should create 2-way dialogue and simply summarize the past year. Focus on coaching and performance development moving forward. i.e., how can you help the employee be even more effective. Below is a list of ... more

Human Resources

Human Resource Management

Performance Review

Jan. 12, 2011

Karen Cassel recommends this answer by Lori Janjigian

How often should a manager do performance reviews?

There's a good conversation right now on Focus about the best ways to deliver performance reviews. Some of the answers address your question. http://www.focus.com/questions/human-resources/what-are-some-ways-deliver-eff...
There should be a constant feedback loop with employees, and if you wait for review time to bring things up, it's too ... more

Human Resources

Employee Retention

Performance Review

Jan. 6, 2011

Karen Cassel recommends this answer by Chris Nordman

What are the most ridiculous things you have seen a job applicant(s) do?

I have interviewed upwards of 200 people over the last 3 years. There is one resume, interview and post interview follow up that stands out as both the most absurd and most talked about experience in my company history. This is one no one will ... more

Human Resources

Career Development

Dec. 19, 2010

Karen Cassel is now following Carlos Hidalgo and 1 other person

Nov. 29, 2010

Karen Cassel is now following

Nov. 29, 2010

Karen Cassel is now following

Nov. 18, 2010

Karen Cassel and 1 other person answered this question

Do you know where I can find SEO Conferences?

Pubcon was held in Las Vegas, November 8-11, 2010. It will be held again in Austin, TX in March 2011. Check out http://www.pubcon.com/?forum=conference for more details. more

Conferences and Events

Nov. 18, 2010

Karen Cassel asked a question

Which companies have done a particularly good job using social networks to build brand awareness?

Social Networking

Following 7 Topics

General Management

Lead Management

Marketing Automation

Social Networking

Following 2 People

Followed by 13 People