Atherton, Julie (Business strategist), author

These days, prospects and customers have more information thrown at them than ever before. From phone calls and snail mail to emails and social channels like LinkedIn and Twitter, each new way for a person to initiate contact makes it harder for companies to break through all the noise.

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What if you want to see a particular news feed on your home screen... say, one that does not connect with the built-in news feed tools?

You turn to RSS. That is right, we are going old school.

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Android does not have a built-in RSS widget for your home screen. For that, we have to turn to the Google Play Store. The widget I happen to prefer for this is called RSS Widget. This app is free, does not have any ads, and does a great job of presenting your RSS feeds cleanly.

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I previously analyzed their 2013 report and their 2014 report and came to the same conclusion each year. Most companies still do not get social media as a customer service channel.

Six years ago, I did my own tiny social media study. That is back when the Starbucks Twitter profile said that some guy named Brad did the tweeting. Things are pretty much the same as even back then. (Except for Brad. I am not sure what happened to him.)

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You turn to RSS. That is right, we are going old school. For those who don't know, RSS stands for Rich Site Summary or Really Simple Syndication. It's a very easy protocol that allows feeds to be pulled from websites to serve up a collection of story summations that the reader can then click on and enjoy the full read.

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Although consumers want brands to use social media as a two-way communication channel, the vast majority of businesses are not adhering to those desires, according to a study from social media management software provider Sprout Social. On average, businesses send out 23 promotional messages for every one consumer response.

Social media is now the No. 1 way consumers interact with businesses. The research revealed that 34.5 percent of consumers turn to social media first when they have a problem, compared with just 16 percent who call and 5 percent who visit a store in person.

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Not so long ago, customers were isolated. Their ability to voice their dissatisfaction with the service they received from business was severely limited.

The once feared television show Fair Go was just about their only option.

Today they can air their gripes instantly on Facebook, Twitter or other social platforms and build alliances with similarly disgruntled customers. They can take pictures wherever they go and record or even film their interactions.

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When effective content marketing meets your customers, the magic happens. Before we dive in to the secret sauce behind the magic, what comes first, content or the customer? That is not a trick question. It’s a real test to see which direction your content marketing is headed. If you’re not sure about how this should play out for the benefit of your marketing and your customer…read on.

As a marketer and a consumer, I always think about the value content plays in a marketing strategy and campaigns.

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The biggest mistake people make when promoting their brand, company or even themselves on social media is thinking that simply posting is enough. However, that’s far from the case. Managing a Facebook, Instagram or Twitter account means having to strategize ways to keep your current audience captivated, while simultaneously attracting new users to your page.

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If you want better customer service -- and who doesn't? -- there are strategies, and there are social media strategies.

Like many consumers, Ryan James, has discovered the latter lately. When he needed to arrange a wheelchair for a recent flight from Budapest to Montreal, he skipped the phone just tweeted to Air Canada.

They were so responsive, says a James, college professor from Budapest. Problem solved.

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While responding quickly to incoming customer inquiries has almost become table stakes in social media, many sophisticated brands have learned that proactive customer care can provide additional benefits to both the company and the customer.

Proactively contacting prospects and customers can create a surprisingly positive customer experience, provide marketing benefits like brand awareness, and even save servicing costs. It can also Proactively listening to prospects and customers on social media can identify key trends, new product opportunities, and customer pain points.

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Amazon is now letting anyone create and publish Alexa skills into the Alexa skills store. Amazon first made it easy to create custom skills last year with its Alexa Skill Blueprints program, and it’s taking those custom responses and allowing them to be published in the store for everyone to download and use. There are currently more than 80,000 existing Alexa skills in the store, but todays announcement means the store will be growing significantly with user-generated custom skills.

Amazon is primarily aiming this new functionality at content creators, businesses, brands, and other organizations. Publications, local sports teams, YouTubers, and others will all be able to broadcast their latest updates by simply adding a recorded audio feed URL to a blueprint skill directly and then publishing it on the store.

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Fiery Feeds Adds iCloud Accounts, Three-Pane iPad View, New Customization Tools, and More..

Fiery Feeds, the modern, flexible RSS client for iOS, was updated today with a variety of new features that take the app to new heights: enabling iCloud-based accounts for RSS and Read Later so you don’t need third-party services, adding a three-pane layout on iPad, offering new, configurable methods for navigation, and a lot more. There is something for everyone, from users who may be new to RSS to Fiery Feeds veterans who will appreciate the additional power offered here.

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Dewey Library - HF6161.A38 N55 2016

Dewey Library - HF5415.55.C86 2015

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Dewey Library - HF5415.5.N67 2018

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Something I’ve been wanting for a long time, define different regions like a footer section, or side bar and not have to deal with all the contextual styling hassle. A.k.a. “Now that this button is used on a dark background, the button needs to change its colors too. Where should the styles live?”. Here an old post about struggling with contextual styling.

So then the other day I was doing some experiments with using custom properties for Atom’s UI. Turns out, using custom properties might make contextual styling a bit easier. For the rest of the post, let’s switch to a more simple example. A page where the main area is light, but then has a dark hero and footer section. Like this:

In the past, I probably would’ve created variations like Button--dark or overwrote it with header .Button {…}. Depends a bit on the project. Here another approach: Create themes with a set of variables, then apply the theme to the different areas.

1. Default theme

First let’s define our default theme with a bunch of variables.

[data-theme="default"] {
  --fg:         hsl(0,0%,25%);
  --border:     hsl(0,0%,75%);
  
  --bg:         hsl(0,0%,95%);
  --button-bg:  hsl(0,0%,99%);
  --input-bg:   hsl(0,0%,90%);
}

Then we create some components where we use the variables defined above.

[data-theme] {
  color: var(--fg);
  background-color: var(--bg);
}

.Button {
  color: var(--fg);
  border: 1px solid var(--border);
  background-color: var(--button-bg);
}

.Input {
  color: var(--fg);
  border: 1px solid var(--border);
  background-color: var(--input-bg);
}

And lastly we add the [data-theme="default"] attribute on the body so that our components will pick up the variables.

<body data-theme="default">

If you wonder why use data-theme attributes over classes? Well, no specific reason. Maybe with attributes, it’s a hint that only one theme should be used per element and is more separated from your other classes.

At this point we get this:

See the Pen Contextual styling with custom properties (1/3) by simurai (@simurai) on CodePen.

2. Dark theme

But our designer wants the hero and footer to be dark. Alright, let’s define another theme region.

[data-theme="dark"] {
  --fg:         hsl(0,10%,70%);
  --border:     hsl(0,10%,10%);
  
  --bg:         hsl(0,0%,20%);
  --button-bg:  hsl(0,0%,25%);
  --input-bg:   hsl(0,0%,15%);
}

And add the theme attribute to the header and footer.

<header data-theme="dark">
<footer data-theme="dark">

Which gives us this:

See the Pen Contextual styling with custom properties (2/3) by simurai (@simurai) on CodePen.

The reason why this works is that custom properties cascade and can be overridden on nested elements, just like normal properties.

3. Hero theme

A few months pass and our designer comes back with a redesigned hero section. “To make it look fresh” with a splash of color.

No problem! Just like with the dark theme, we define a new “hero” theme.

[data-theme="hero"] {
  --fg:         hsl(240,50%,90%);
  --border:     hsl(240,50%,10%);
  
  --bg:         hsl(240,33%,30%);
  --button-bg:  hsl(240,33%,40%);
  --input-bg:   hsl(240,33%,20%);
}

<header data-theme="hero">

And here is that fresh hero:

See the Pen Contextual styling with custom properties (3/3) by simurai (@simurai) on CodePen.

It’s also not limited to colors only, could be used for sizes, fonts or anything that makes sense to define as variables.

Benefits

Using these theme “regions” lets your components stay context un-aware and you can use them in multiple themes. Even on the same page.

• Developers can add components, move components around, without having to know about in what context (theme) they live. The markup for the components stays the same.
• Design systems authors can create new components without worrying about where they get used, the variables used in components stay the same.
• Designers can define new theme regions, or change existing ones, without having to make changes to a component’s HTML or CSS, it stays the same.

Less time to talk about who, how and where, more time to talk about the weather. ☔️????

Concerns

Yeah, right. The big question: But does it scale? Can this be used for all use cases.

Ok, I’m pretty sure it doesn’t fit all situations. There are just too many to find a single solution for them all. And I’m actually not sure how well it scales. I guess it works great in these simple demos, but I have yet to find a larger project to test it on. So if you have used (or plan to use) this approach, I’m curious to know how it went.

A concern I can imagine is that the list of variables might grow quickly if themes have totally different characteristics. Like not just a bit darker or lighter backgrounds. Then you might need to have foreground and border colors for each component (or group of components) and can’t just use the general --fg and --border variables. Naming these variables is probably the hardest part.

Update I

@giuseppegurgone made an interesting comment:

in suitcss projects I used to define component level custom props, theme variables and then create themes by mapping the former to the latter suitcss-toolkit

So if I understood it correctly, by mapping theme variables to component variables, you could avoid your theme variables from growing too much and you can decide for each component how to use these theme variables.

Update II

If it’s too early to use custom properties in your project, @szalonna posted an example how to do something similar in SCSS.

The one thing that every business that offers a service has in common is its customers. It doesn't matter if you are a freelancer with just one client or a small design agency with a few clients, you have to deal with customers on a day to day basis.

Hayden Library - PQ7297.U78 E813 2016

In this episode of On the Evidence, Shane Kanady of SourceAmerica and Noelle Denny-Brown of Mathematica discuss findings from an evaluation of the Pathways to Careers program, which provides customized employment services to job seekers with significant disabilities.

Barker Library - B1489.G47 2019

Murphy, James Bernard, 1958- author

Australia. Parliament. Senate. Legal and Constitutional Affairs Legislation Committee, author, issuing body

Traditional services also have some very strong propositions, like digital workplace, engineering services. Some of the demand for that is intact and it is only getting accelerated.

While presenting the budget, Finance Minister Nirmala Sitharaman had proposed to hike the basic customs duty to 12.5 per cent from 10 per cent on compressor of refrigerator and air conditioner. In a residential AC, compressor and motor, which account for around 30 per cent of the price are imported, while sheet metal, coils and other are sourced locally.

Appliances and consumer electronics makers are using social media platforms and other online tools to reach their customers, who are facing problems with products amid the lockdown.

"We are closely working with all our airline and hotel partners on lenient customer policies for date change, cancellations and waivers in the face of evolving travel trends and are seamlessly passing the waiver benefits to our customers, as applicable," MakeMyTrip said in the letter.

India's biggest OTA MakeMyTrip has issued alerts to its customers stating there are attempts being made by fraudsters to seek bank account details and other personal information from customers who are seeking refunds for booking cancellations.

Nevermind the short-term hype. Banks believe they will be the last men standing in the payment wars.

A move to reduce active offline banking in the country resulted in the extreme opposite, at least in the short term.

George Kurian, the newly minted CEO of Netapp talks about the opportunities in India and the large trends changing the storage industry

Smart companies automate the operational part of the business - to create time for their people to connect with customers

At present, SEZs are also not able to sell their products in the domestic market, as payment of customs duty as per Section 30 of SEZ Act, 2005, is making their products uncompetitive, the Export Promotion Council for EOUs and SEZs (EPCES) said in a letter to commerce and industry minister Piyush Goyal.

Chris Coyier of CSS-Tricks is an amazing engineer and blogger. He’s not only creative but has always had the drive to put his thoughts to work, no matter how large. He also has a good eye for the little things that can make CSS-Tricks or your site special. One of those little things is his […]

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