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Etsy, Inc., the globally recognized marketplace for unique and creative goods, has recently announced a significant move that could influence not just its operations but also the landscape for small business owners who leverage its platform. The company’s Board of Directors has authorized a new $750 million share repurchase program, signaling confidence in its long-term growth potential. This announcement comes alongside the appointment of Fred Wilson as the Lead Independent Director, as part of an upcoming leadership transition. With nearly $1 billion available for potential share repurchases, Etsy is poised to strengthen its financial position. As Josh Silverman, the outgoing CEO, expressed, “We see significant value in our shares, and we and our Board have confidence in the near-term growth priorities that have been put in place by our incoming Chief Executive Officer, Kruti Patel Goyal.” With about $1.6 billion in cash available, this substantial financial maneuver indicates that the company is looking to invest in itself while continuing to support strategic initiatives to foster growth. For small business owners managing their shops on Etsy, this share buyback plan may have several potential benefits. A robust cash reserve not only allows Etsy to undertake strategic investments in platform development and marketing but also might enhance the overall market confidence around Etsy.com. Improved company valuation can lead to better visibility for its sellers as the platform invests in advancements that could attract even more buyers. Digital marketplaces thrive on user experience, and Etsy’s financial flexibility could facilitate enhancements in features aimed at boosting seller success. If Etsy channels funds into improved tools for sellers—like advanced analytics features, more effective marketing options, or easier inventory management—small business owners could find themselves better equipped to create, market, and sell their products. However, the share repurchase program’s timing will depend on various factors, including stock price and general market conditions. This uncertainty might leave small business owners wondering how fluctuations in Etsy’s share performance could indirectly affect their selling opportunities. As management assesses when to buy back shares, sellers may want to stay informed about any significant changes in company policy or investor sentiment that could affect the platform’s strategic direction. The leadership changes at Etsy also introduce a new management perspective. Fred Wilson’s extensive experience in corporate governance and technology strategy adds a layer of stability as he steps into the role of Lead Independent Director. His prior involvement with Etsy since 2007 positions him as a knowledgeable steward during this transition. He stated, “I’m honored to become Etsy’s Lead Independent Director at this exciting time for the Company.” This could lead to effective decision-making that aligns closely with the interests of the creative entrepreneurs who form the backbone of Etsy’s marketplace. Small business owners, however, should remain cognizant of potential challenges that may arise from these changes. A focus on high-level financial strategies could shift some attention away from seller needs, especially if the company prioritizes shareholder value over seller support. Business owners may want to monitor how leadership decisions manifest in policy changes or resource allocations on the platform. Additionally, while share repurchase initiatives may signal growth, they could come with the caveat of reduced funds for operational improvements. Sellers relying on Etsy’s marketing and promotional support might feel the impact if financial resources are directed toward stock buybacks instead of innovations that directly benefit them. As the new leadership under Goyal takes shape, small business owners should stay engaged with the developments at Etsy and advocate for their needs. With increasing competition in the e-commerce space, having a keen insight into the company’s direction and performance can help sellers adjust their strategies effectively. For many creative entrepreneurs, Etsy represents a vital avenue for growth and outreach. Monitoring key decisions like the recent share repurchase authorization can empower small business owners to adapt to changes, ensuring they leverage the marketplace effectively. For additional details regarding Etsy’s latest announcements, revisit the original press release at Etsy Press Release. Image via Google Gemini This article, "Etsy Unveils $750 Million Share Buyback and New Leadership Changes" was first published on Small Business Trends View the full article

For retirement savers and retirees, the new year brings more than the usual inflation adjustments to retirement contributions. The retirement legislation known as Secure 2.0 will also continue to phase in, and the One Big Beautiful Bill Act will have impacts too. Here’s a roundup of three key changes and some moves to consider. Roth-only catch-up contributions for high-income 401(k) investors Thanks to a provision in the Secure 2.0 retirement legislation, high-income earners (with $150,000 or more in FICA income in the prior year) who are over 50 and investing in 401(k) or other company retirement plans must make catch-up contributions to their plans’ Roth option, rather than traditional tax-deferred contributions, starting this year. For 2026, 401(k) investors under 50 can contribute $24,500 to their company plans, plus $8,000 in catch-up contributions if they’re over 50, for a total of $32,500. In addition, people age 60 to 63 can make “super-catch-up” contributions: $11,250 on top of $24,500. Potential Action Items: Some 401(k) plans may not have a Roth option, so those participants should instead consider making a full IRA contribution in addition to their baseline 401(k) contributions ($24,500).This year, the IRA contribution limit is $8,600 for people over 50and $7,500 for those under 50. If you can invest even more than that, steer the overage to a taxable brokerage account. A separate issue is how 401(k) investors should proceed if their goal is to make traditional tax-deferred contributions rather than Roth. Secure 2.0 forces higher-income older workers into Roth, at least with the catch-up portion of their contributions. In that case, workers can contribute the base 401(k) limit ($24,500) to the traditional tax-deferred option, with catch-up contributions directed to the Roth option. Higher SALT deduction amounts Thanks to OBBBA, taxpayers can now deduct a higher amount of state and local taxes. The SALT deduction cap was increased from $10,000 to $40,000 starting in 2025. It will revert to $10,000 in 2030. Potential Action Items: How is this related to retirement? The amount of SALT that’s deductible phases out for higher-income taxpayers—those with modified adjusted gross incomes over $500,000. High-income earners should consider ways to come in under $500,000 if they’re close. They might favor contributions to traditional tax-deferred retirement plans rather than Roth or max out their health savings accounts. Qualifying for the higher SALT tax deduction might also argue against strategies that increase income, such as converting traditional IRAs to Roth. Of course, don’t miss the forest for the trees. Strategies like making Roth contributions or converting IRAs might make sense long-term, even if they curtail the deductibility of SALT. Senior deduction Through 2028, people 65and up can take advantage of a new $6,000 deduction. It’s available whether you itemize or not and doubles to $12,000 for married couples filing jointly, assuming both are 65. For non-itemizers, the new deduction would stack on top of standard deductions. Here’s how the deductions look this year: Single filers (standard deduction): $16,100 Single filers over 65: $16,100+ $2,050 + $6,000 = $24,150 Married couples filing jointly (standard deduction): $32,200 Married couples over 65 filing jointly: $32,200 + $1,650×2 + $6,000×2 = $47,500 Higher-income seniors, take note: Income limits apply. The deduction is reduced for single filers with modified adjusted gross incomes over $75,000 and married couples filing jointly with MAGI over $150,000.It goes away entirely for singles with MAGI over $175,000 and married couples filing jointly with MAGI of $250,000 or more. Potential Action Items: Early retirees who have a lot of control over their taxable income levels because they’re not yet receiving Social Security or subject to required minimum distributions may be tempted to try to keep MAGI down to qualify for the full deduction. But it’s wise to balance those aims alongside other worthwhile tactics, such as converting traditional IRA balances to Roth. This article was provided to The Associated Press by Morningstar. For more retirement content, go to https://www.morningstar.com/retirement. ChristineBenz is director of personal finance and retirement planning for Morningstar. —Christine Benz of Morningstar View the full article

We may earn a commission from links on this page. Deal pricing and availability subject to change after time of publication. As we head into 2026, many people are setting fitness goals and signing up for gym memberships. But if you have the space at home, it’s a lot more convenient to get your cardio in with an at-home treadmill and skip the crowds. While this is by no means the most advanced model on the market, the NordicTrack T Series 5 treadmill is an entry-level smart treadmill for walkers and runners, offering reliable performance and a smaller-than-average footprint. Right now, it’s 20% off at $479 (originally $599). NordicTrack T Series 5 0-10MPH Incline Treadmill with 5" Display $479.00 at Amazon $599.00 Save $120.00 Get Deal Get Deal $479.00 at Amazon $599.00 Save $120.00 The NordicTrack T Series runs up to 10 mph at a maximum 10% incline and has a 5-inch LCD display that shows basic stats, but it doesn’t have a big built-in touchscreen (unlike the T-Series 8, which is 30% off right now), so it relies mostly on your phone or tablet, which can be placed on the device shelf. With an iFIT integration, you can follow guided workouts where the treadmill automatically adjusts speed and terrain as trainers coach you through your run. It still works in Manual mode if you don’t have a subscription, but it’s worth noting that part of the price tag goes toward these smart features. At 68 inches long, it has a more compact footprint than many at-home treadmills, which typically run from 72 to 84 inches, making it easier to squeeze into smaller offices, dens, and garages. It’s also a little more lightweight due to its smaller frame and has wheels on one end, making it easier to move around. While its smaller size is a perk for many, it also means a narrower running belt, which may be a downside for runners with a longer stride or anyone who wants more lateral room. With a 2.6 HP motor, it’s a mid-power option. If you’re looking to sprint daily or do a lot of intervals, at 2.6 HP, you may want a higher-powered model. But for walkers and joggers who want a compact machine and incline for conditioning, the NordicTrack T Series 5 treadmill is ideal for space-limited homes and anyone who wants a virtual trainer experience, especially at just $479. However, if you don’t plan to use iFIT and want a wider or longer belt (or a larger display), you may want to go with another model. Our Best Editor-Vetted Tech Deals Right Now Apple AirPods 4 Active Noise Cancelling Wireless Earbuds — $148.99 (List Price $179.00) Apple Watch Series 11 [GPS 46mm] Smartwatch with Jet Black Aluminum Case with Black Sport Band - M/L. Sleep Score, Fitness Tracker, Health Monitoring, Always-On Display, Water Resistant — $329.00 (List Price $429.00) Amazon Fire TV Stick 4K Plus — (List Price $24.99 With Code "FTV4K25") Dell 15 DC15255 (AMD Ryzen 7 7730U, 1TB SSD, 16GB RAM) — $519.99 (List Price $688.99) Samsung Galaxy Tab A9+ 64GB Wi-Fi 11" Tablet (Silver) — $159.99 (List Price $219.99) Google Pixel 10 Pro 128GB Unlocked Phone (Obsidian) — $799.00 (List Price $999.00) Samsung Galaxy Watch 8 — $279.99 (List Price $349.99) Deals are selected by our commerce team View the full article

Here is a recap of what happened in the search forums today...View the full article

Learn how to write effective user stories and download a free user story template to capture goals and guide agile development. The post A Guide on Writing User Stories in Agile Projects + Free Templates appeared first on project-management.com. View the full article

AI search is replacing ranked results with single answers. This guide explains how brands earn retrieval, citations, and user trust. The post State Of AI Search Optimization 2026 appeared first on Search Engine Journal. View the full article

We may earn a commission from links on this page. The USB-C charging port is likely to remain ubiquitous on phones for the foreseeable future—at least until the engineers at Apple figure out how to make the long-rumored portless iPhone—but this little socket is more versatile than you may have realized. Here are four other ways to put your USB-C port to use, no matter what your make and model of phone—from freeing up space on your handset to boosting your on-the-go productivity. It's almost like adding extra superpowers to your handset. Attach external storage Both iOS and Android have integrated file management apps. Credit: Lifehacker You can plug external USB storage devices of almost every description into your phone, just as you can with your laptop or desktop computer. Lifehacker has written before about how this works on an iPhone, and many Android phones offer the same functionality, with the default file browser app also able to see the external drive. You may need an adapter of some description, and you may need to make sure the USB drive is formatted in a particular way (a quick web search for the details for your particular phone model will tell you if this is the case). but often, you can just plug in your drive and the phone will figure out what's what. This is a helpful for backing up photos and videos without paying a monthly fee for cloud storage, or simply to free up some storage space on your device. It's also a quick and easy way of getting files onto your phone, whether that's audio or video files you want to play without having to stream them, or books or documents you need to review during a long trip when you won't be able to rely on getting a good signal. Put videos on a bigger screenMany handsets—the latest iPhones and Pixel phones included—can output video over a USB-C connection. One scenario where this is useful is if you're in a hotel room and you want to get a movie up on the room television without having to mess with wifi or streaming protocols. This can be quite fiddly in terms of the cables you need and how they attach to the TV, but if you do some research around your particular phone model and the inputs you want to connect to, you should be able to get it working without too much trouble. Here's Apple's guide for the cables and adapters you need for the iPhone, for example. If you have a Samsung Galaxy device, then it will probably support Samsung DeX. This is a desktop environment (like Windows or macOS) that you can run on an external monitor or TV from your phone, enabling you to not only play videos on the larger display, but also use social media, web browsing, and productivity apps too. Connect a gaming controller The Backbone One is an example of a gaming controller you can attach. Credit: Backbone There are some great mobile games around for iOS and Android, but using touchscreen controls can be awkward: You're just about to blast an alien spaceship out of existence when you tap the wrong part of the display and turn down the brightness instead. It's not ideal, but a dedicated gaming controller can help. Lifehacker has covered some of these controllers in the past, and many can hook up via your phone's USB-C port—giving you a solid and stable connection to the gaming action without any lag. You won't need to charge the controller either if it's hooked up via USB-C, as it'll use the power coming from your phone's battery. One of the best examples of this is the $99.99 Backbone One controller. It works with Android phones and iPhones, and gives you a gaming boost in titles such as Fortnite and Call of Duty. It can also work really well if you're streaming games from your Microsoft or Sony console to your phone over wifi. Attach a mouse and keyboardThere are yet more peripherals you can plug into your smartphone, including two that can harness its versatility as a productivity device: a mouse and a keyboard. This works on a broad range of iPhone and Android handsets—here are the instructions for plugging a wired mouse into a Samsung Galaxy phones, for instance. (You can also connect these peripherals via Bluetooth.) Admittedly you're probably not going to dig out a full size keyboard every time you send a text message, but if you've got a lot of emails or a long report to write while you're on the go, a travel keyboard can be very helpful. If you've got a foldable phone with a larger screen, then you've got yourself a decent portable workstation. It's even possible to connect up a mouse and a keyboard together via a USB-C hub, with maybe a memory card slot as an added bonus. Just keep an eye on power usage: If you're connecting multiple accessories, look for a hub that you can also connect your charger to, so your phone battery isn't constantly running down. View the full article

The U.S. took the unprecedented step Monday of cutting the number of vaccines it recommends for every child — a move that leading medical groups said would undermine protections against a half-dozen diseases. The change is effective immediately, meaning that the U.S. Centers for Disease Control and Prevention will now recommend that all children get vaccinated against 11 diseases. What’s no longer broadly recommended is protection against flu, rotavirus, hepatitis A, hepatitis B, some forms of meningitis or RSV. Instead, protections against those diseases are only recommended for certain groups deemed high risk, or when doctors recommend them in what’s called “shared decision-making.” The President administration officials said the overhaul, a move long sought by Health Secretary Robert F. Kennedy Jr., won’t result in families who want the vaccines losing access to them, and said insurance will continue to pay. But medical experts said the decision creates confusion for parents and could increase preventable diseases. States, not the federal government, have the authority to require vaccinations for schoolchildren. While CDC requirements often influence those state regulations, some states have begun creating their own alliances to counter the The President administration’s guidance on vaccines. The change comes as U.S. vaccination rates have been slipping and the share of children with exemptions has reached an all-time high, according to federal data. At the same time, rates of diseases that can be protected against with vaccines, such as measles and whooping cough, are rising across the country. Review came at the request of President The President The U.S. Department of Health and Human Services said the overhaul was in response to a request from President Donald The President in December. The President asked the agency to review how peer nations approach vaccine recommendations and consider revising U.S. guidance accordingly. HHS said its comparison to 20 peer nations found that the U.S. was an “outlier” in both the number of vaccinations and the number of doses it recommended to all children. Officials with the agency framed the change as a way to increase public trust by recommending only the most important vaccinations for children to receive. “This decision protects children, respects families, and rebuilds trust in public health,” Kennedy said in a statement Monday. The President, reacting to the news on his Truth Social platform, said the new schedule is “far more reasonable” and “finally aligns the United States with other Developed Nations around the World.” Among those left on the recommended-for-everyone list are vaccines against measles, whooping cough, polio, tetanus, chickenpox and human papillomavirus, or HPV. The guidance reduces the number of recommended vaccine doses against HPV from two or three shots depending on age to one for most children. Medical experts said Monday’s changes without what they said was public discussion or a transparent review of the data would put children at risk. “Abandoning recommendations for vaccines that prevent influenza, hepatitis and rotavirus, and changing the recommendation for HPV without a public process to weigh the risks and benefits, will lead to more hospitalizations and preventable deaths among American children,” said Michael Osterholm of the Vaccine Integrity Project, based at the University of Minnesota. Dr. Sean O’Leary of the American Academy of Pediatrics said countries carefully consider vaccine recommendations based on levels of disease in their populations and their health systems. “You can’t just copy and paste public health and that’s what they seem to be doing here,” said O’Leary. “Literally children’s health and children’s lives are at stake.” Most high-income countries recommend vaccinations against a dozen to 15 serious pathogens, according to a recent review by the Vaccine Integrity Project, a group that works to safeguard vaccine use. France today recommends all children get vaccinated against 14 diseases, compared to the 11 that the U.S. now will recommend for every child under the new schedule. Doctors’ groups criticize decision The changes were made by political appointees, without any evidence that the current recommendations were harming children, O’Leary said. The pediatricians’ group has issued its own childhood vaccine schedule that its members are following, and it continues to broadly recommend vaccines that the The President administration demoted. O’Leary singled out the flu vaccine, which the government and leading medical experts have long urged for nearly everyone starting at age 6 months. He said the government is “pretty tone deaf” for ending its recommendation while the country is at the beginning of a severe flu season, and after 280 children died from flu last winter, the most since 2009. Even a disease that parents may not have heard of, rotavirus, could come roaring back if vaccination erodes, he added. That diarrheal disease once hospitalized thousands of children each winter, something that no longer happens. The decision was made without input from an advisory committee that typically consults on the vaccine schedule, said senior officials at HHS. The officials spoke on the condition of anonymity because they weren’t authorized to discuss the changes publicly. The officials added that the new recommendations were a collaborative effort between federal health agencies but wouldn’t specify who was consulted. Scientists at the CDC’s National Center for Immunization and Respiratory Diseases were asked to present to the agency’s political leadership about vaccine schedules in other countries in December, but they were not allowed to give any recommendations and were not aware of any decisions about vaccine schedule changes, said Abby Tighe, executive director of the National Public Health Coalition, an advocacy organization of current and former CDC employees and their supporters. “Changes of this magnitude require careful review, expert and public input, and clear scientific justification. That level of rigor and transparency was not part of this decision,” said Dr. Sandra Fryhofer, of the American Medical Association. “The scientific evidence remains unchanged, and the AMA supports continued access to childhood immunizations recommended by national medical specialty societies.” Kennedy is a longtime vaccine skeptic The move comes as Kennedy, a longtime activist against vaccines, has repeatedly used his authority in government to translate his skepticism about the shots into national guidance. In May, Kennedy announced the CDC would no longer recommend COVID-19 vaccines for healthy children and pregnant women — a move immediately questioned by public health experts who saw no new data to justify the change. In June, Kennedy fired an entire 17-member CDC vaccine advisory committee — later installing several of his own replacements, including multiple vaccine skeptics. Kennedy in November also personally directed the CDC to abandon its position that vaccines do not cause autism, without supplying any new evidence to support the change. Swenson reported from New York. Associated Press writer Mike Stobbe contributed to this report. _ The Associated Press Health and Science Department receives support from the Howard Hughes Medical Institute’s Department of Science Education and the Robert Wood Johnson Foundation. The AP is solely responsible for all content. —Ali Swenson and Lauran Neergaard, Associated Press View the full article

GameStop Corp. is forging ahead with efforts to reduce its physical footprint in the first weeks of 2026. The video game retailer is closing stores in numerous states this month, according to local media reports, and emails and store signage shared by customers on social media, part of its ongoing effort to reduce costs and adapt to changes in shopping habits. The closures are not completely unexpected. In its third-quarter earnings report on December 9, GameStop said it had already closed 590 stores in the United States during the previous fiscal year as part of a “store portfolio optimization review.” In a December filing to the Securities and Exchange Commission (SEC), the retailer reiterated its plan to shutter a “significant number of additional stores” during its 2025 fiscal year. GameStop’s fiscal year ends on January 31, 2026. GameStop reported net income of $77 million on revenue of $821 million for the third quarter, but the latter figure was below a consensus estimate cited by Reuters. The retailer’s shares have sagged since their heyday at the center of the 2021 meme stock frenzy, when retail traders bought shares en masse, causing losses for short sellers who had bet against the stock. Over the last 12 months, GameStop’s stock (NYSE: GME) has declined roughly 36%. Which GameStop stores are closing in 2026? The retailer has not provided a list of stores that are expected to close and did not respond to Fast Company‘s requests for additional details. We’ll update this story as we learn more. GameStop customers have been sharing emails—ostensibly from individual locations—and signage on some stores that indicates imminent closures. The communications have included various closure dates throughout this week and next. Local media outlets have also reported on individual store closings, in locations ranging from Topsham, Maine; to Ann Arbor, Michigan; to Topeka, Kansas, and beyond. At the beginning of last year, GameStop reported 2,325 stores in the United States. This story is developing . . . View the full article

Many people think the world is going to end in 2026. Man people think the world is going to end every year—maybe because the Bible said so, or The Simpsons said so—but this 2026-doomsday prediction seems to have a scientific basis. In a 1960 issue of Science magazine, Austrian scientist and polymath Heinz von Foerster detailed what he called the “Doomsday Equation,” a model he used to calculate the last day of civilization on earth. According to von Foerster (and probably Homer Simpson), The End is coming on Friday, November 13, 2026. Who is Heinz von Foerster?Foerster was not a crank. A pioneer in computer science, artificial intelligence, physics, biophysics, and other academic disciplines, von Foerster worked with the Pentagon, and was named a Guggenheim fellow twice—so he was a respected academic, and kind of a big deal. His Doomsday paper is very real. Here’s a link to it in the November 1960 issue of Science and a screenshot: Credit: Science Magazine The Doomsday Equation looked at 2,000 years of historical data about how fast the earth’s population grew–-there were 2.7 billion people in 1960—and extrapolated a continually accelerating rate of growth. According to von Foerster, Humanity’s ability to overcome natural checks on population would result in hyperbolic growth—faster-than-exponential—an accelerating curve of population growth which would reach “infinite” on November 13 of this year, at which point there would be no space left on the planet for any more people to be. “Our great-great-grandchildren will not starve to death,” Von Forester said. “They will be squeezed to death.” Preparing for the endSo should we pack it in and prepare for the End Times and death by suffocation? Actually the opposite. Von Foerster’s Doomsday Equation was meant to illustrate the problem of overpopulation, but he wasn’t being entirely serious with the specifics of his prediction; the math works out, but the conclusion is tongue-in-cheek. So yes, he was joking—November 13, 2026 will fall on Friday (scary), and it also happens to be Heinz von Foerster's 115th birthday—but he was joking to make a point. In the early 1960s, the population was growing at an alarming rate. The annual growth rate had climbed from roughly 1.7% to 1.9% throughout the 1950s, and by 1963, it had grown to 2.3%. So what happened? It turned out Von Foerster had a lot in common with fellow scientist Disco Stu of the Can’t Stop the Learnin’ Disco Academies: Ironically, 1960–1963 was the peak of global growth rates. Von Foerster’s (perhaps sardonic) solution was a control mechanism for population—a “peoplo-stat” where governments would carefully monitor and control the rate of people being born. But thankfully, we didn’t need eugenics-lite to solve the problem—like the best problems, it solved itself. The "population bomb" is a dud Credit: macrotrends.net The rate of world population growth began slowing, as you can see from this chart from macrotrends.net. and the much feared “population bomb” of the 1960s fizzled out. Increased urbanization meant that people had one child to send to an exclusive nursery school instead of having 10 children to work as farmhands. Better medical care means more children live, so there’s no need to make “spares.” The end result: Population growth slowed through the decades to around 1% in the 2010s. At present, according to the UN, more than half of all countries have negative population growth rates. If these trends continue, the world population will peak in the mid-2080s at around 10.3 billion people and then begin a slow decline. The bottom line on Doomsday 2026November 13, 2026, will come and go, and chances are very good that you will not starve to death, get hit by an asteroid, or suddenly be crushed under the weight of all these damn people (unless you’re on a subway at rush hour). As for overpopulation: The problem isn't that there are too many of us, but too few. We don’t really know what it will mean for the worldwide rate of reproduction to go negative, but it’s likely to mean a lot of 90-year-olds hobbling around and everyone younger trying to figure out how to care for them. But, like the best problems, it’s far enough in the future that someone else will have to deal with it. View the full article

The new year is here, which means it’s time to deliver your end-of-year (EOY) PPC report. But an EOY report isn’t just a longer version of your monthly performance check-in. It’s typically read by a different audience – often leadership teams who don’t see your regular reporting – and it needs to tell a different story. Done well, your year-end report sets the tone for 2026, earns buy-in for your strategy, and positions you as a strategic partner rather than just a campaign manager. Done poorly, it creates confusion and undermines confidence in your work. Here’s how to build an EOY PPC report that speaks to leadership and sets your work up for success in the year ahead. 1. Identify your audience and their priorities You wouldn’t launch a new campaign without clearly defined goals and audiences. Don’t do it with your EOY report, either. Different stakeholders evaluate performance through very different lenses. For example, among the clients I’m preparing reports for this year are: A leadership team I’ve never met (despite working with this client for eight years) that wants a maximum five-page report at a very high level. A data-driven CEO who wants a clear narrative connecting PPC spend, decisions, and outcomes. A new director who wants context on the competitive landscape, performance, and specific opportunities for next year. If I were to use a carbon-copy EOY report template for all of them, I’d have at best one happy leadership team and two confused or frustrated teams. I don’t care for those odds. Instead, I’m customizing each report to match the readers and their specific needs. If you don’t know the recipients (and if you’re at an agency, there’s a good chance you don’t), ask your primary contact questions like: Who will be receiving the report? What do they care about most? What’s top of mind for them heading into next year? What decisions will they be making based on this report? The answers should directly inform the report’s structure, depth, metrics, and length. When your audience is clearly defined upfront, the final report is far more likely to drive clarity, alignment, and confidence. 2. Create an easy-to-read executive summary Your executive summary has one job – help leadership quickly understand how PPC performed across key metrics. Think of it as the “at a glance” page that sets the context for everything that follows. If you studied communications formally, you probably learned to write executive summaries last, even though they appear first. Since you’re pulling data rather than crafting prose, flip that approach. Build this section first to guide the flow of what comes next. Lead with the KPIs that matter most Start with the metrics your audience actually cares about – the ones that were established as priorities at the beginning of the engagement or year. This will usually include revenue, leads, and conversions, but your mileage may vary. If your leadership team obsesses over market share or engagement, lead with those instead. Include meaningful benchmarks Unless your leadership team is dialed into PPC goals and performance, you need to give them benchmarks so they have a comparison tool. Use at least one of these three key benchmarks: Year-over-year performance: How did this year stack up against last year? Performance against target: Did we hit the goals we set out to achieve? Industry benchmarks: How do we compare to competitors or industry averages? In the example below, I’m showing revenue, ROAS, and cost for the year, with both percentage changes and raw numbers from the previous year. This format does the heavy lifting for busy executives. At a quick glance, they know what happened and whether it’s good news. More importantly, it sets the stage for invisible CTAs and the deeper analysis that follows. 3. Break down performance details In the following section, you’ll move from “what happened” to “why it happened and what we learned.” The executive summary told your reader whether the year was successful. Now you need to show them the engine under the hood. The level of detail will depend on the format. A five-page executive report may only have room for a few pivotal moments, while a more comprehensive report can get into the weeds. In either case, selectivity is critical. You can’t — and shouldn’t — document every metric, test, or optimization from the year. Instead, focus on insights that either explain the results in your executive summary or point directly to opportunities for the year ahead. Here are some categories to get you started. What performed best Show them the winners: your best-converting creative, highest-revenue products, or most efficient channels. Leadership loves to see what’s working, and it can point to where to double down. How resources were allocated Break down spend distribution across campaign types, the split between brand and non-brand, or platform-specific investments like Google versus Bing. Leadership wants to know if you’re putting money where it matters most, and this section answers that question. What you tested and learned Highlight new initiatives, strategic experiments, or incrementality tests. Did you test a new platform? Try a different targeting approach? These insights show you aren’t just managing campaigns, you’re advancing the strategy. Trends that shaped the year Include year-over-year comparisons, seasonal patterns, and performance trends over time. If Q3 saw unusual momentum or holiday performance differed from previous years, explain why. Performance through the funnel Show how users moved through your conversion funnel and where the biggest opportunities or bottlenecks exist. Tracking and conversion changes Changing what is counted as a conversion will affect just about everything else. If you made tracking or conversion definition changes during the year, call them out here. Leadership needs to understand if a metric shift reflects actual performance or a measurement change. Keep this section platform-specific and substantive. Each insight should clearly tie back to the executive summary. Use visuals (charts, trend lines, and comparison tables) to make complex data easier to interpret. And resist the temptation to include everything you track. If a metric doesn’t explain results, answer a question from leadership, or inform future strategy, leave it out. Get the newsletter search marketers rely on. See terms. 4. Evaluate external factors You’ve already explained what happened in the account and why performance moved the way it did. Now you need to zoom out and show leadership what else was happening. What external forces shaped your results, for better or worse? This is where you separate execution from environment. Without this context, strong strategic work can look mediocre in a difficult year, or weak decisions can hide behind tailwinds. Leadership needs to understand what you controlled versus what you were responding to. Think of it this way: performance details add context to your KPIs. External factors add context to your performance. Digital marketing factors What influenced performance that was external to paid search execution, but internal to the broader marketing ecosystem? Non-PPC marketing initiatives: Product launches, pricing changes, promotions, website redesigns, or messaging shifts can all impact conversion rates and search behavior – positively or negatively. Non-PPC channel performance: Performance in organic search, email, social, affiliates, or offline channels can meaningfully influence paid search results. It also provides a clearer picture of market factors beyond paid channels. Platform and policy changes: Google Ads feature rollouts, automation shifts, policy enforcement, or reporting changes often affect performance in ways that aren’t immediately visible in metrics alone. Competitive dynamics: New entrants, aggressive bidding, creative shifts, or changes in competitor behavior can alter auction pressure and efficiency over time. Macro-economic factors What forces outside the marketing organization shaped demand, behavior, and constraints? A useful way to structure this analysis is with a lightweight PESTEL lens, adapted for a marketing context. Political: Gov actions and policy shifts (e.g., tariffs, shutdowns). Economic: Market conditions (e.g., inflation, spending slowdowns). Social: Behavior and lifestyle trends (e.g., travel, demographics). Technological: Platform/tech changes (e.g., AI, privacy updates). Environmental: Weather and seasonality (e.g., storms, climate shifts). Legal: Regulations and compliance (e.g., privacy laws, labor rules). You don’t need to address every category. The goal is to highlight the factors that materially influenced performance and decisions during the year. In a volatile year like this one, it can even make sense to highlight big events that didn’t have an impact on performance, just to assuage any worries. Doing this helps stakeholders understand what factors contributed to performance. ​ And just as important, it positions you as someone who sees beyond the interface to meaningful business implications. 5. Answer the ‘what’s next?’ question Leadership wants to know what to expect for next year. They’re not necessarily expecting a crystal ball, but they do want confidence that there’s a plan, even if the path changes. The reality is that most paid search strategy isn’t mapped a year in advance. Platforms change, competitors react, budgets shift, and new constraints appear with little warning. What matters isn’t having every answer upfront, it’s having a clear way to decide what to do next when conditions change. This section of your EOY report is your opportunity to show that decision-making framework, and get your audience excited to work with you on what’s to come. Next steps and recommendations These are the initiatives you’re committed to pursuing; the strategic moves grounded in last year’s data: Applied learnings: How insights from the past year are shaping priorities, structure, and decision-making going forward. Identified opportunities: Areas where data consistently pointed to upside: channels, audiences, products, or tactics that warrant attention. Known risks: Challenges leadership should expect, along with how you’re monitoring or mitigating them. Resource clarity: What additional budget, tools, or support would enable — and what remains constrained without them. Be concrete: “With X additional budget, we can test Y based on Z insight from last year.” These recommendations should feel inevitable; the logical next steps given what happened last year. Testing pipeline Then there’s the other category: things you’re watching, interested in, or ready to jump on if circumstances align. These scratch leadership’s itch for innovation and cutting-edge solutions without overcommitting: New platform features you’ll test when they’re released. Emerging platforms or initiatives worth monitoring. Competitive tactics you’ve identified but need more validation. Opportunistic tests if budget or priorities shift. Frame these as “if/then” scenarios or “things we’re monitoring” rather than firm commitments. Leadership gets to feel like you’re on top of industry trends without expecting guarantees. A final pass through a leadership lens You’ve covered a lot of ground. This final pass is about tightening credibility and making sure this work pays dividends in the coming years, not just this one. Give your report a final pass Before sending, review the report the way leadership will: Source your data clearly: Label where each chart’s data came from and when it was pulled. This prevents follow-up questions and builds trust. Address negatives head-on: Leadership expects challenges. What erodes confidence isn’t bad news, it’s unexplained bad news. Show what didn’t work, why, and what you did about it. Pressure-test against the brief: Review your stakeholders’ original requests. Did you actually answer their questions? Ask a colleague (or AI) for a second set of eyes. Make next year easier Now that you’ve done the heavy lifting, leverage this work going forward: Turn your EOY report into a client-specific template: A single format won’t work across all clients, but once you find a structure that resonates with a given audience, reuse it year over year. Incorporate feedback and refresh the data, but keep the core framework consistent. Track big issues as they happen: Document key events as you progress through the year. Keep a running list, outside of emails and reports. Even the biggest issues today will be hard to accurately remember in 12 months without this. Year-end reports take real effort. Make sure yours actually resonates. Follow these steps to strengthen stakeholder relationships and position yourself as a strategic partner for 2026 and beyond. View the full article

Improving customer care is essential for any business aiming to build loyalty and improve satisfaction. By practicing active listening, you can better understand your customers’ needs, leading to more effective solutions. Furthermore, developing empathy allows you to connect with clients on a personal level, whereas clear communication minimizes misunderstandings. If you focus on personalizing interactions and consistently seeking feedback, you’ll uncover valuable insights. These strategies can greatly improve your customer care approach, so let’s explore them in detail. Key Takeaways Actively listen to customers by summarizing their concerns and asking clarifying questions to enhance understanding and build trust. Develop empathy by using positive language and acknowledging customer emotions to foster better interactions. Personalize customer experiences by utilizing data to tailor interactions and recognize loyalty with special gestures. Continuously improve technical skills and product knowledge through training and up-to-date resources to provide accurate assistance. Regularly seek and act on customer feedback to refine services, ensuring consistent communication across all channels to enhance satisfaction. Practice Active Listening When you practice active listening, you’re not just hearing words; you’re fully engaging with the customer to understand their needs. This approach cultivates a deeper connection and is crucial for providing the best customer service experience. Studies reveal that 70% of customers feel more valued when they believe their concerns are genuinely heard. By concentrating, responding, and remembering what the customer says, you can accurately identify their needs and offer customized solutions. Techniques like summarizing statements and asking clarifying questions improve active listening, making interactions more efficient. Furthermore, role-playing exercises during training can help you further develop these skills, enabling you to handle challenging situations effectively and finally enhancing customer care in your organization. Develop Empathy Developing empathy in customer service is vital for creating a positive experience, as it enables representatives to acknowledge and understand customer emotions. When agents practice empathy, they can reduce frustration, especially since 76% of consumers stop doing business after one bad experience. Implementing role-playing scenarios during training helps agents respond appropriately, using phrases like, “I can see why this is frustrating for you.” This practice encourages a supportive environment for problem-solving, leading to higher customer satisfaction and loyalty. In addition, responding with empathy can calm difficult interactions, as 90% of customers appreciate quick replies. Training agents to recognize and validate feelings builds trust, catering to the 71% of customers who expect personalized interactions reflecting their unique experiences. Use Positive Language Using positive language in customer interactions is crucial for building trusting connections and enhancing problem resolution. By framing your responses with constructive alternatives, like saying “Here’s what we can do” instead of “We can’t do that,” you promote a more positive atmosphere. This approach not just encourages better interactions but additionally supports customer loyalty, making it a valuable skill for any customer service representative. Build Trusting Connections Positive language plays a crucial role in building trusting connections with customers, as it reframes interactions to emphasize solutions rather than problems. When you say, “Here’s what we can do,” instead of “We can’t do that,” you create a more positive experience. This approach can greatly improve customer satisfaction and reduce frustration by up to 70%, promoting loyalty and encouraging repeat business. To equip your team, consider implementing a “positive alternatives” cheat sheet that helps transform negative statements into constructive responses. By using empathetic and supportive language, you not only de-escalate conflicts but also nurture a welcoming atmosphere, eventually improving the overall customer experience. Trust is built through consistency in communication, so practice positivity consistently. Enhance Problem Resolution When customers face issues, the way you respond can greatly influence their perception of your service. Using positive language focuses on solutions rather than limitations, creating a constructive atmosphere. For instance, saying, “Here’s what we can do” instead of “We can’t do that” not only boosts customer satisfaction but also encourages engagement. Research shows that a positive tone can increase customer loyalty by 20%, as customers feel appreciated and understood. Training your representatives to adopt this approach improves their confidence and effectiveness in resolving problems. Implementing a “positive alternatives” cheat sheet can guide agents in converting negative statements into empowering responses, ultimately raising the overall customer experience and nurturing lasting relationships. Foster Positive Interactions Encouraging positive interactions in customer service is crucial for improving the overall experience. Using positive language can transform these interactions, focusing on solutions rather than problems. When you say phrases like “I can help you with that” or “Here’s what we can do,” you convey a willingness to assist, promoting collaboration with the customer. Research shows that representatives who use positive language greatly improve customer satisfaction, which can lead to increased loyalty and repeat business. To maintain this approach, consider implementing a “positive alternatives” cheat sheet to help team members quickly find constructive phrases. This method not only reduces customer frustration but also enhances conflict resolution, making customers feel valued and understood throughout their experience. Improve Technical Skills To improve your technical skills, start by enhancing your product knowledge, as this will enable you to provide accurate and efficient support to customers. Make sure to utilize support tools like CRM systems effectively, which can help you access customer data quickly and personalize interactions. Furthermore, commit to continuous skill development through formal training, online resources, and feedback from peers to keep pace with evolving technologies in customer service. Enhance Product Knowledge Enhancing product knowledge is vital for customer service representatives, as it directly impacts their ability to assist customers effectively. When you have thorough knowledge of your products, you can provide accurate and confident responses, which cultivates trust and satisfaction. Regularly updating an internal FAQ or a searchable knowledge base allows you to quickly access critical information, making your responses timely and relevant. Conducting refresher training sessions whenever products or policies change guarantees you stay informed and ready to address inquiries. Empowering yourself with in-depth knowledge enables you to make informed recommendations, enhancing the overall customer experience. Finally, engaging in continuous learning opportunities, like workshops or online courses, sharpens your technical skills, leading to higher service quality and reduced customer frustration. Utilize Support Tools Having a strong foundation in product knowledge sets the stage for utilizing support tools effectively in customer service. Investing in ongoing technical training enables you to resolve issues more efficiently, boosting customer satisfaction. A thorough internal FAQ or knowledge base gives quick access to crucial information, reducing response times. Implementing customer relationship management (CRM) tools allows you to access customer history, enabling personalized interactions. Regular refresher training on new technologies keeps your skills sharp, improving performance metrics. Furthermore, data analytics tools help you spot customer trends and proactively address potential issues. Support Tool Benefits Implementation Tips Internal FAQ Quick information access Regularly update content Salesforce Personalized service Train staff on features Data Analytics Tools Identify trends Analyze data regularly Continuous Skill Development As customer interactions increasingly rely on automated systems, it’s vital for representatives to continuously develop their technical skills to navigate various technologies confidently. With 85% of interactions expected to be automated by 2025, ongoing training is critical. Consider implementing the following strategies to improve technical proficiency: Provide access to an internal FAQ or searchable knowledge base, empowering agents to resolve inquiries efficiently. Schedule regular refresher sessions on product features and policies to keep representatives informed and reduce misinformation. Incorporate hands-on training and simulations during onboarding to improve new hires’ technical abilities and boost retention. Utilizing customer relationship management (CRM) tools effectively can likewise streamline processes, enabling agents to focus on delivering quality service, ultimately improving the customer experience. Communicate Clearly Clear communication is essential in customer care, as it greatly reduces the likelihood of misunderstandings. Studies show that 70% of customers appreciate straightforward responses, so using simple, jargon-free language is critical. In fact, 65% of customers feel confused when service representatives use technical terms. At the end of interactions, summarizing solutions in plain language boosts trust, with 80% of customers preferring clarity over complexity. Providing real-time updates, like hold times during service interactions, promotes transparency and can reduce frustration by 50%. Furthermore, establishing a consistent communication style across all channels makes it 60% easier for customers to navigate their inquiries effectively. Personalize Customer Interactions Personalizing customer interactions is crucial for enhancing satisfaction and loyalty, especially as consumers increasingly expect customized experiences from brands. By effectively utilizing customer data, you can address individual preferences, resulting in more engaging interactions. Consider acknowledging customer loyalty through personalized gestures like thank-you notes or special offers, which can greatly boost retention. Furthermore, implementing AI-driven tools enables you to gain real-time insights into customer history and preferences, leading to informed responses. This approach not only promotes a sense of recognition but also increases the likelihood of positive word-of-mouth referrals. Utilize customer data to tailor interactions. Acknowledge loyalty with personalized gestures. Implement AI tools for real-time insights. Seek and Act on Customer Feedback Comprehending customer feedback is a crucial part of improving your service and overall customer experience. Regularly solicit feedback through surveys and follow-up calls to gather insights about customer interactions. Use customer satisfaction surveys (CSAT) to measure service effectiveness; remember, 76% of consumers may stop doing business after a single bad experience. Analyze the feedback to identify trends and common issues, allowing you to implement changes that elevate satisfaction. Establish accessible channels for feedback, such as phone surveys, email surveys, or website forms. Finally, communicate any improvements made based on customer feedback to reinforce the value you place on their opinions and strengthen your relationships. Taking these steps demonstrates your commitment to quality service and responsiveness to customer needs. Frequently Asked Questions What Are the 5 C’s of Customer Service? The 5 C’s of customer service are clarity, consistency, credibility, compassion, and customization. Clarity guarantees you communicate simply, avoiding jargon, so customers understand you. Consistency involves delivering the same quality of service across all channels, guaranteeing reliability. Credibility requires you to demonstrate knowledge about products, cultivating trust. Compassion helps you empathize with customers, addressing their concerns. Finally, customization means personalizing interactions based on customer preferences, enhancing their overall experience and satisfaction. What Are the Ways to Improve Customer Service? To improve customer service, you can implement a feedback system like surveys or follow-up calls to identify strengths and weaknesses. Ongoing training for your representatives improves their effectiveness and service quality. Utilizing technology, such as CRM tools and chatbots, streamlines processes and reduces response times. Establishing clear expectations nurtures trust, as well as encouraging empathy and active listening among your agents can greatly improve customer interactions, leading to a more positive overall experience. What Is the 10 to 10 Rule in Customer Service? The 10 to 10 Rule in customer service emphasizes responding to inquiries within 10 minutes and providing a resolution or update within 10 hours. This approach caters to customers’ desire for quick replies, as over 90% value immediate communication. By following this guideline, you can greatly improve customer satisfaction, reduce frustration, and encourage loyalty, since 76% of consumers are likely to disengage after a negative experience. Implementing this rule strengthens your business’s reputation for reliability. What Are the 7 Skills of Good Customer Service? To excel in customer service, you need seven key skills. First, empathy helps you understand customer perspectives. Second, clear communication guarantees customers grasp information easily. Third, adaptability allows you to handle various situations effectively. Fourth, product knowledge empowers you to provide accurate assistance. Fifth, active listening shows customers you value their concerns. Sixth, patience is crucial when dealing with difficult situations. Finally, problem-solving skills enable you to find effective solutions quickly and efficiently. Conclusion Improving customer care is essential for building loyalty and satisfaction. By practicing active listening, developing empathy, and using positive language, you can create a more engaging experience. Enhancing your technical skills and communicating clearly will streamline interactions. Personalizing customer experiences based on preferences nurtures connection, as well as regularly seeking and acting on feedback helps identify growth areas. Implementing these strategies will not just meet customer needs but additionally reinforce trust and reliability in your service. Image via Google Gemini This article, "7 Effective Tips for Improving Customer Care" was first published on Small Business Trends View the full article

Improving customer care is essential for any business aiming to build loyalty and improve satisfaction. By practicing active listening, you can better understand your customers’ needs, leading to more effective solutions. Furthermore, developing empathy allows you to connect with clients on a personal level, whereas clear communication minimizes misunderstandings. If you focus on personalizing interactions and consistently seeking feedback, you’ll uncover valuable insights. These strategies can greatly improve your customer care approach, so let’s explore them in detail. Key Takeaways Actively listen to customers by summarizing their concerns and asking clarifying questions to enhance understanding and build trust. Develop empathy by using positive language and acknowledging customer emotions to foster better interactions. Personalize customer experiences by utilizing data to tailor interactions and recognize loyalty with special gestures. Continuously improve technical skills and product knowledge through training and up-to-date resources to provide accurate assistance. Regularly seek and act on customer feedback to refine services, ensuring consistent communication across all channels to enhance satisfaction. Practice Active Listening When you practice active listening, you’re not just hearing words; you’re fully engaging with the customer to understand their needs. This approach cultivates a deeper connection and is crucial for providing the best customer service experience. Studies reveal that 70% of customers feel more valued when they believe their concerns are genuinely heard. By concentrating, responding, and remembering what the customer says, you can accurately identify their needs and offer customized solutions. Techniques like summarizing statements and asking clarifying questions improve active listening, making interactions more efficient. Furthermore, role-playing exercises during training can help you further develop these skills, enabling you to handle challenging situations effectively and finally enhancing customer care in your organization. Develop Empathy Developing empathy in customer service is vital for creating a positive experience, as it enables representatives to acknowledge and understand customer emotions. When agents practice empathy, they can reduce frustration, especially since 76% of consumers stop doing business after one bad experience. Implementing role-playing scenarios during training helps agents respond appropriately, using phrases like, “I can see why this is frustrating for you.” This practice encourages a supportive environment for problem-solving, leading to higher customer satisfaction and loyalty. In addition, responding with empathy can calm difficult interactions, as 90% of customers appreciate quick replies. Training agents to recognize and validate feelings builds trust, catering to the 71% of customers who expect personalized interactions reflecting their unique experiences. Use Positive Language Using positive language in customer interactions is crucial for building trusting connections and enhancing problem resolution. By framing your responses with constructive alternatives, like saying “Here’s what we can do” instead of “We can’t do that,” you promote a more positive atmosphere. This approach not just encourages better interactions but additionally supports customer loyalty, making it a valuable skill for any customer service representative. Build Trusting Connections Positive language plays a crucial role in building trusting connections with customers, as it reframes interactions to emphasize solutions rather than problems. When you say, “Here’s what we can do,” instead of “We can’t do that,” you create a more positive experience. This approach can greatly improve customer satisfaction and reduce frustration by up to 70%, promoting loyalty and encouraging repeat business. To equip your team, consider implementing a “positive alternatives” cheat sheet that helps transform negative statements into constructive responses. By using empathetic and supportive language, you not only de-escalate conflicts but also nurture a welcoming atmosphere, eventually improving the overall customer experience. Trust is built through consistency in communication, so practice positivity consistently. Enhance Problem Resolution When customers face issues, the way you respond can greatly influence their perception of your service. Using positive language focuses on solutions rather than limitations, creating a constructive atmosphere. For instance, saying, “Here’s what we can do” instead of “We can’t do that” not only boosts customer satisfaction but also encourages engagement. Research shows that a positive tone can increase customer loyalty by 20%, as customers feel appreciated and understood. Training your representatives to adopt this approach improves their confidence and effectiveness in resolving problems. Implementing a “positive alternatives” cheat sheet can guide agents in converting negative statements into empowering responses, ultimately raising the overall customer experience and nurturing lasting relationships. Foster Positive Interactions Encouraging positive interactions in customer service is crucial for improving the overall experience. Using positive language can transform these interactions, focusing on solutions rather than problems. When you say phrases like “I can help you with that” or “Here’s what we can do,” you convey a willingness to assist, promoting collaboration with the customer. Research shows that representatives who use positive language greatly improve customer satisfaction, which can lead to increased loyalty and repeat business. To maintain this approach, consider implementing a “positive alternatives” cheat sheet to help team members quickly find constructive phrases. This method not only reduces customer frustration but also enhances conflict resolution, making customers feel valued and understood throughout their experience. Improve Technical Skills To improve your technical skills, start by enhancing your product knowledge, as this will enable you to provide accurate and efficient support to customers. Make sure to utilize support tools like CRM systems effectively, which can help you access customer data quickly and personalize interactions. Furthermore, commit to continuous skill development through formal training, online resources, and feedback from peers to keep pace with evolving technologies in customer service. Enhance Product Knowledge Enhancing product knowledge is vital for customer service representatives, as it directly impacts their ability to assist customers effectively. When you have thorough knowledge of your products, you can provide accurate and confident responses, which cultivates trust and satisfaction. Regularly updating an internal FAQ or a searchable knowledge base allows you to quickly access critical information, making your responses timely and relevant. Conducting refresher training sessions whenever products or policies change guarantees you stay informed and ready to address inquiries. Empowering yourself with in-depth knowledge enables you to make informed recommendations, enhancing the overall customer experience. Finally, engaging in continuous learning opportunities, like workshops or online courses, sharpens your technical skills, leading to higher service quality and reduced customer frustration. Utilize Support Tools Having a strong foundation in product knowledge sets the stage for utilizing support tools effectively in customer service. Investing in ongoing technical training enables you to resolve issues more efficiently, boosting customer satisfaction. A thorough internal FAQ or knowledge base gives quick access to crucial information, reducing response times. Implementing customer relationship management (CRM) tools allows you to access customer history, enabling personalized interactions. Regular refresher training on new technologies keeps your skills sharp, improving performance metrics. Furthermore, data analytics tools help you spot customer trends and proactively address potential issues. Support Tool Benefits Implementation Tips Internal FAQ Quick information access Regularly update content Salesforce Personalized service Train staff on features Data Analytics Tools Identify trends Analyze data regularly Continuous Skill Development As customer interactions increasingly rely on automated systems, it’s vital for representatives to continuously develop their technical skills to navigate various technologies confidently. With 85% of interactions expected to be automated by 2025, ongoing training is critical. Consider implementing the following strategies to improve technical proficiency: Provide access to an internal FAQ or searchable knowledge base, empowering agents to resolve inquiries efficiently. Schedule regular refresher sessions on product features and policies to keep representatives informed and reduce misinformation. Incorporate hands-on training and simulations during onboarding to improve new hires’ technical abilities and boost retention. Utilizing customer relationship management (CRM) tools effectively can likewise streamline processes, enabling agents to focus on delivering quality service, ultimately improving the customer experience. Communicate Clearly Clear communication is essential in customer care, as it greatly reduces the likelihood of misunderstandings. Studies show that 70% of customers appreciate straightforward responses, so using simple, jargon-free language is critical. In fact, 65% of customers feel confused when service representatives use technical terms. At the end of interactions, summarizing solutions in plain language boosts trust, with 80% of customers preferring clarity over complexity. Providing real-time updates, like hold times during service interactions, promotes transparency and can reduce frustration by 50%. Furthermore, establishing a consistent communication style across all channels makes it 60% easier for customers to navigate their inquiries effectively. Personalize Customer Interactions Personalizing customer interactions is crucial for enhancing satisfaction and loyalty, especially as consumers increasingly expect customized experiences from brands. By effectively utilizing customer data, you can address individual preferences, resulting in more engaging interactions. Consider acknowledging customer loyalty through personalized gestures like thank-you notes or special offers, which can greatly boost retention. Furthermore, implementing AI-driven tools enables you to gain real-time insights into customer history and preferences, leading to informed responses. This approach not only promotes a sense of recognition but also increases the likelihood of positive word-of-mouth referrals. Utilize customer data to tailor interactions. Acknowledge loyalty with personalized gestures. Implement AI tools for real-time insights. Seek and Act on Customer Feedback Comprehending customer feedback is a crucial part of improving your service and overall customer experience. Regularly solicit feedback through surveys and follow-up calls to gather insights about customer interactions. Use customer satisfaction surveys (CSAT) to measure service effectiveness; remember, 76% of consumers may stop doing business after a single bad experience. Analyze the feedback to identify trends and common issues, allowing you to implement changes that elevate satisfaction. Establish accessible channels for feedback, such as phone surveys, email surveys, or website forms. Finally, communicate any improvements made based on customer feedback to reinforce the value you place on their opinions and strengthen your relationships. Taking these steps demonstrates your commitment to quality service and responsiveness to customer needs. Frequently Asked Questions What Are the 5 C’s of Customer Service? The 5 C’s of customer service are clarity, consistency, credibility, compassion, and customization. Clarity guarantees you communicate simply, avoiding jargon, so customers understand you. Consistency involves delivering the same quality of service across all channels, guaranteeing reliability. Credibility requires you to demonstrate knowledge about products, cultivating trust. Compassion helps you empathize with customers, addressing their concerns. Finally, customization means personalizing interactions based on customer preferences, enhancing their overall experience and satisfaction. What Are the Ways to Improve Customer Service? To improve customer service, you can implement a feedback system like surveys or follow-up calls to identify strengths and weaknesses. Ongoing training for your representatives improves their effectiveness and service quality. Utilizing technology, such as CRM tools and chatbots, streamlines processes and reduces response times. Establishing clear expectations nurtures trust, as well as encouraging empathy and active listening among your agents can greatly improve customer interactions, leading to a more positive overall experience. What Is the 10 to 10 Rule in Customer Service? The 10 to 10 Rule in customer service emphasizes responding to inquiries within 10 minutes and providing a resolution or update within 10 hours. This approach caters to customers’ desire for quick replies, as over 90% value immediate communication. By following this guideline, you can greatly improve customer satisfaction, reduce frustration, and encourage loyalty, since 76% of consumers are likely to disengage after a negative experience. Implementing this rule strengthens your business’s reputation for reliability. What Are the 7 Skills of Good Customer Service? To excel in customer service, you need seven key skills. First, empathy helps you understand customer perspectives. Second, clear communication guarantees customers grasp information easily. Third, adaptability allows you to handle various situations effectively. Fourth, product knowledge empowers you to provide accurate assistance. Fifth, active listening shows customers you value their concerns. Sixth, patience is crucial when dealing with difficult situations. Finally, problem-solving skills enable you to find effective solutions quickly and efficiently. Conclusion Improving customer care is essential for building loyalty and satisfaction. By practicing active listening, developing empathy, and using positive language, you can create a more engaging experience. Enhancing your technical skills and communicating clearly will streamline interactions. Personalizing customer experiences based on preferences nurtures connection, as well as regularly seeking and acting on feedback helps identify growth areas. Implementing these strategies will not just meet customer needs but additionally reinforce trust and reliability in your service. Image via Google Gemini This article, "7 Effective Tips for Improving Customer Care" was first published on Small Business Trends View the full article

There's very little privacy on the internet: Data brokers collect tons of information about you and your online activity and sell it to anyone interested in marketing to you. California residents have gained more control over their personal data than those in other states since the passage of the California Consumer Privacy Act (CCPA) in 2018, and they now have a one-stop shop for requesting that their information be removed from hundreds of data brokers registered with the state (and any that do so in the future). California isn't the only state to enact stronger consumer privacy laws in recent years, but its Delete Requests and Opt-Out Platform (DROP) is the first of its kind. The tool is live now, though brokers won't begin processing submissions until August. Here's what to do now if you live in California—and some options for removing your information from data brokers if you don't. How to sign up for California's data removal platformTo get started with DROP, you'll need to confirm that you are, in fact, a California resident by verifying personal information via California Identity Gateway or signing in with Login.gov credentials. To be eligible, you must either live in California or be domiciled in the state even if you live elsewhere temporarily. (This is based on the location of your primary residence, where you are registered to vote, and which state issued your driver's license.) You will then be able to create and submit a deletion request. You'll need to provide some personal data, which will be used to match your request with records held by data brokers. Data types include names, date of birth, zip codes, email addresses, phone numbers, Mobile Advertising IDs (MAIDs), and vehicle identification numbers (VINs). You can enter multiples of everything except your date of birth and update your request at a later time—if you get a new car or change your email, for example. While you can begin submitting requests now, know that data brokers won't actually begin processing them until August 2026 and could take up to 90 days from then to delete your data. If they find a match, they are required to delete all of the information they have about you, though there are some exceptions, such as data available through public records or provided directly to a business. Once processing begins later this year, you'll be able to track the status of your request on the DROP platform. Alternatives for deleting your dataIf you don't reside in California and qualify for DROP, all is not lost—though you will have to invest a bit more time and/or money to remove your information from data broker sites than simply mass deleting via a single request. To start opting out of data collection, download Consumer Reports' donation-based Permission Slip app, which tracks where your data can be found and follows up on removal requests. You can try to manually opt out by identifying data brokers and going directly to their sites, but this can be tedious, and there are a handful of other paid services that will do it for you. (None are perfect, nor do they guarantee 100% success.) We also have a guide to blocking companies from tracking your online activities, which can help mitigate the problem somewhat before it begins. View the full article

Popular cryptocurrency XRP had a lackluster 2025, starting the year at around $2.32 per token while finishing at around the $1.84 mark. But in the past 24 hours, the price of XRP has jumped more than 11% to $2.37 per coin—a price not seen since the early part of November. So what’s driving the rise? Here are the two strongest factors. Spot ETF inflows are rising XRP is the native token of the XRP Ledger from Ripple Labs. Like some other well-known cryptocurrencies, XRP tokens are available to purchase directly or through exchange-traded funds (ETFs). Traditional retail investors tend to prefer to invest in the token through ETFs for convenience and tax advantages. And recently, the money being put into spot XRP ETFs is rising. (“Spot” means that the ETF holds the asset directly.) As noted by CoinDesk, spot XRP ETF inflows reached $48 million on Monday alone. An inflow refers to additional money being put into an ETF. This money comes from investors, and the ETF fund managers then use it to buy more of the asset. Increasing spot ETF inflows suggest that investors have a growing appetite for the asset—in this case, XRP. Monday’s inflow volume, combined with the inflows of spot XRP ETFs over the past two months, means total inflows have now exceeded $1 billion during that time frame, indicating that investors are bullish on the crypto. Exchange availability is dropping At the same time that spot XRP inflows are rising, the availability of XRP on traditional cryptocurrency exchanges, where crypto investors can buy and sell the coin directly, is falling. CoinDesk says XRP availability on crypto exchanges “has dropped to multi-year lows.” What this means is fewer crypto investors are moving their money to exchanges, where a coin must be if it is to be sold, and instead keeping XRP in their personal wallets. Investors typically hold an asset when they believe its value will increase, or there will be more demand for the asset in the future. And by keeping XRP in their wallets and off exchanges, there are fewer tokens available to buy, which increases demand. When demand increases, prices of an asset tend to rise. Cryptocurrencies are seeing a broader rebound this week XRP’s spot ETF inflow growth and reduced exchange availability likely aren’t the only two factors behind the token’s 11% surge these past 24 hours. The first week of 2026 has seen a crypto rally of sorts since the year began, with many major tokens, including Bitcoin and Ethereum, up over the past five days. During that time, Bitcoin has risen nearly 6%, and Ethereum is up nearly 8%. XRP is up nearly 26% during the same timeframe, its growth likely helped by broader crypto market optimism. This comes after many tokens struggled to gain ground in December. Yet despite XRP’s recent growth, the coin is still down about 2% over the past 12 months. It is also down significantly from its all-time high of over $3.65 last July. With 2026 just beginning, it remains to be seen whether the new year will bring a repeat of 2025’s calendar-year lackluster performance or if XRP will continue moving toward its previous all-time highs. View the full article

LinkedIn targeting in Microsoft Advertising exists to help brands message-map their best creative with the ideal audience. When approached thoughtfully, it allows you to apply professional understanding to intent‑driven inventory without breaking the bank. The key is knowing how the targeting methods work together across the various campaign types. What follows is a practical guide to using LinkedIn data inside Microsoft Advertising, including: LinkedIn in Search campaigns (includes Multimedia ads). Using LinkedIn insights to inform broader audience strategy. Performance Max targeting signals. Directional insights into audience reach and composition through Audience Planner. Disclosure: I am a Microsoft employee. I attempted to keep this article as objective as possible, focusing on how LinkedIn targeting works as well as action items for targeting, reporting, and creative message mapping. LinkedIn profile targeting in search LinkedIn profile targeting is fully available in Microsoft Advertising search campaigns and lets you layer professional attributes on top of keyword targeting. The supported attributes are: Company. Industry. Job function. These audiences apply across Microsoft‑owned environments such as Bing Search, Microsoft Edge, Microsoft Start, and other eligible search surfaces, as long as users are signed in. In search, LinkedIn targeting works best as a contextual guide, not a standalone target. The keywords still do the heavy lifting. LinkedIn data helps you respond differently when professional relevance is present. How to approach it Start with keywords that already convert: LinkedIn targeting can help amplify existing intent on proven keywords. Apply bid adjustments to campaigns/ad groups where search terms already demonstrate business value. This might mean a 10%-15% increase if you’re bidding aggressively, or a more aggressive bid adjustment if your impression share lost to rank is high. Choose one professional dimension first: Begin with either company, industry, or job function – not all three. If you’re targeting someone who works for a company in an industry you’re also targeting, it’s very easy to bid on them twice. Use bid‑only mode to establish a baseline: Observation gives you performance clarity before you make delivery decisions. Treat this as audience research on who is engaging with you in a profitable way. Dig deeper: LinkedIn Ads retargeting: How to reach prospects at every funnel stage LinkedIn Professional Demographics in Audience Ads Audience Ads supports LinkedIn Professional Demographics as both a targeting and observation layer – bringing professional context into native, display, and video formats designed for scalable reach. While Audience Ads are not driven by keyword intent, Professional Demographics provide a way to anchor delivery and insights in a real‑world business context, bridging the gap between broad reach and professional relevance. Audience Ads allow you to apply company, industry, and job function as professional audience layers. These can be used either to observe performance trends or to influence delivery, depending on campaign objectives. Unlike search, where intent is explicit, Audience Ads rely more heavily on audience signals and creative relevance. LinkedIn Professional Demographics help ensure that reach is oriented toward users who are more likely to be operating in a business mindset, even when browsing content. How to approach it Start in observation to understand natural performance: Use Professional Demographics in observation mode to learn which industries, job functions, or company types naturally engage with your Audience ads before applying delivery constraints. Let LinkedIn data inform creative, not just delivery: Because Audience ads appear in feed‑based and content‑rich environments, creative matters more than targeting alone. Use insights from high‑performing professional segments to inform tone, examples, and value framing in messaging. Align format choice with professional mindset: Different formats serve different roles:Native and display perform well for awareness and education within professional segmentsVideo supports storytelling and category framing, particularly when aligned with industry‑specific narratives Professional Demographic insights help guide which formats are most appropriate for different business audiences. LinkedIn data in Performance Max: Guiding automation with purpose LinkedIn profile targeting is available inside Performance Max campaigns, where it functions as an audience signal. Within Performance Max, these signals help the system understand which professional profiles have a high probability for profit to your business and help influence how budget is allocated across inventory. Professional signals are most effective in Performance Max when they are representative and directional, not exhaustive. They work best when they give the system a strong starting point rather than a narrow definition of success. How to approach it Select signals that reflect your best customers, not every customer: Use LinkedIn attributes that describe your most valuable segments, not the full universe of potential buyers. This is especially important if the different personas represent different ROAS/CPA goals, as all asset groups in a PMax campaign will share the same ROAS/CPA bidding. Pair LinkedIn signals with strong conversion definitions: Automation performs better when professional context is reinforced by clear success metrics. It’s critical to ensure there are at least 30 conversions in a 30-day period for any autobidding. Allow time for learning: Audience signals need sufficient volume to influence delivery. Avoid frequent changes in the first learning period (two weeks). Once you clear this, budget changes of up to 15% can be made without triggering learning period fluctuation. Dig deeper: Google and Microsoft: How their Performance Max approaches align and diverge Get the newsletter search marketers rely on. See terms. Reporting: Turning audience data into decisions Aggregated reporting for LinkedIn audiences is broken down by company, industry, and job function, allowing you to see how different professional segments contribute to performance across campaigns. LinkedIn reporting can be found in Reporting > Professional demographics, and includes any LinkedIn targeting or audiences applied through predictive targeting. How to approach it Look for consistency across time, not single spikes: Patterns that repeat across weeks or months are more actionable than short‑term anomalies. Give “observation” audiences the time to prove themselves out. If you don’t have time for that, lean on Audience Planner to help you make informed decisions at scale. Use reporting to inform creative and bids together: When a professional segment outperforms, examine both messaging and bidding before making changes. It’s possible that the audience really resonated with the creative, but you also want to confirm you didn’t overbid on a particular group. Avoid over‑segmentation early: Too many audience cuts can dilute signal strength (especially if you’re running up against conversion scarcity). Bidding with LinkedIn audiences In Microsoft Advertising, you can use bid adjustments alongside automated bidding strategies, giving flexibility in how LinkedIn audiences influence auctions. Because users can belong to multiple professional dimensions, bid adjustments may compound when audiences overlap within auctions, making overlap awareness an important part of bid strategy. Bidding adjustments are most effective when they are incremental and reversible. The goal is calibration, not acceleration. How to approach it Keep initial bid adjustments small: Single‑digit percentage changes preserve learning while still allowing differentiation. Audit audience overlap before increasing bids: Review how company, industry, and job function audiences intersect within campaigns. Apply bid changes gradually and sequentially: Adjust one audience dimension at a time to understand its individual impact. Reassess after enough volume accumulates: Make decisions only after performance reaches statistical relevance. Dig deeper: The future of remarketing? Microsoft bets on impressions, not clicks Creative strategy: Professional relevance without narrow assumptions LinkedIn targeting shapes who is more likely to see your ads. Creative determines whether those impressions turn into engagement. Professional cohorts include a wide range of experiences, identities, and perspectives. Effective creative respects that diversity while remaining relevant to the shared context. Creative works best when it reflects professional empathy – acknowledging challenges, goals, and constraints without relying on shortcuts or stereotypes. How to approach it Anchor creative in shared problems, not titles: Focus on challenges that span roles and seniority levels within a LinkedIn targeting segment. Keep language inclusive and adaptable: Avoid assumptions about background, experience, or decision‑making authority. Use AI tools to localize, not homogenize: Adapt tone or examples by region or industry while preserving message intent. Test creative alongside audience layers: Evaluate messaging performance within LinkedIn segments to refine both together. Extending LinkedIn insights across B2B campaigns LinkedIn targeting in Microsoft Advertising presents an opportunity to combine professional expertise with intent-driven media in a way that is scalable, privacy-conscious, and economically sustainable. For teams already running LinkedIn Ads, it also provides a practical way to extend learnings into additional inventory through automation, supporting reach and efficiency beyond search. The value doesn’t come from complexity. It comes from alignment – between data, mechanics, and human behavior. Key takeaways: LinkedIn profile targeting is fully available across Search and Performance Max on Microsoft‑owned surfaces. Professional attributes function as targeting layers in search and as optimization signals in Performance Max. Observation‑first approaches build understanding before commitment. Aggregated reporting supports informed optimization without exposing individual data. Small, intentional bid adjustments preserve performance stability. Creative grounded in empathy strengthens professional relevance. When LinkedIn data is used with curiosity and care, it becomes a way to see audiences more clearly rather than control them more tightly. For B2B advertisers navigating complex buying journeys, that clarity is often the most valuable optimization of all. Dig deeper: 5 LinkedIn Ads mistakes that could be hurting your campaigns View the full article

Google posted a new job listing looking to hire a new Senior Software Engineer, Search, AI Answers Quality. The job post says "Help the AI Answers Quality team deliver AI Overviews to users' hard and complicated queries on the SRP and in AI Mode."View the full article

A month ago, Google added LLMs.txt files to many of its developer and documentation sites including the Search developer docs. As you know, Google pulled it off the Search developer docs within a day or so but the LLMs.txt files still remain on many of Google's other sites.View the full article

Microsoft Bing is testing a new home page design where it promotes its AI-powered search and answer engine, Copilot. It seems to be a limited test and is not fully live yet, but it is a big change to the home page, which normally has the Bing custom background, search box, and the news feed below.View the full article

Last November, Google announced it was dropping support for a number of structured data types and search features. One of those was practice problem structured data types, and now, Google has removed the help documentation along with it.View the full article

Google Ads will update its advertising policies to allow ads for Prediction Markets starting on January 21, 2026. This will be allowed in the United States, but only for federally regulated entities.View the full article

Emboldened by the Venezuelan operation, The President is seeking a foreign balm for domestic painView the full article

AI can accelerate content production, but removing human expertise undermines the strategic infrastructure brands rely on to be found and trusted. The post AI-Generated Content Isn’t The Problem, Your Strategy Is appeared first on Search Engine Journal. View the full article

A new year, a new quantum computing breakthrough: D-Wave, one of the quantum industry’s rising stars, announced “an industry-first breakthrough” on Tuesday as it works to make quantum computing commercially viable. The company says it has demonstrated “scalable, on-chip cryogenic control for gate-model qubits,” claiming it is the first in the industry to do so, and that the breakthrough helps overcome “a long-standing obstacle to building commercially viable and scalable gate-model quantum computers.” The issue, as Trevor Lanting, D-Wave’s chief development officer, tells Fast Company, is that adding qubits to a quantum system requires additional resources, such as control lines. That involves more space, material, and an overall increase in complexity for the entire system. But D-Wave has found a way to reduce that complexity, opening the door for scalability. “You can think of it as a chip in your phone or laptop,” Lanting says. “The CPU has transistors in it, and there are billions in a modern CPU or logic chip, but only a small number of connections that go from the motherboard and get the information on and off the chip. You don’t have individual wires going to each transistor; you need to multiplex that control.” That, in a corollary to classical computing, is what D-Wave is claiming to have demonstrated. Again, this means that additional quantum computing power can be controlled with fewer resources, or “scalable control,” as Lanting puts it. For D-Wave, it’s the latest major announcement among several over the past year, as the company continues to push the envelope in the burgeoning quantum computing field. Last March, the company claimed to have achieved “quantum supremacy” after it was able to “successfully simulate the properties of magnetic materials” using its Advantage2 annealing quantum computer. In October, it struck a $12 million deal to bring its computers to Europe. All of that has sent D-Wave’s stock to the moon. Over the past year, shares have increased by more than 200%. Two years ago, shares were trading for less than $1; as of January 5, they were trading at nearly $31. Lanting, who has been with the company for nearly two decades, says it’s been a long time coming. “We’ve been intensively investing in this technology for a decade, and now we’ve been able to harness it for a gate-model program. This was the step we needed to get the control technology working,” he says, adding, “We’re very excited. This really is a differentiating technology for D-Wave. [And] our customers are excited because they get to work on cutting-edge hardware.” View the full article

Experience, complexity, and scarcity redefine the market By CPA Trendlines Go PRO for members-only access to more CPA Trendlines Research. View the full article