Iliyana's Blog

Iliyana Stareva

Iliyana Stareva is a thought leader in Customer Success and AI. She’s the author of Inbound PR, a keynote speaker, and currently leads Customer Health for EMEA at ServiceNow. Iliyana has held global and regional roles at ServiceNow, Cisco, and HubSpot, spanning customer experience, operations, and digital transformation.

Recent Posts

The Basics of Search Engine Optimisation [Infographic]

[fa icon="calendar'] 31-Aug-2012 13:48:00 / by Iliyana Stareva posted in Technology

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Search Engine Optimisation (SEO) is still a new concept for me and I admit I am a beginner. This is why when I came across the infographic below, I decided to share it because I am certain there are many people out there with limited (or zero) knowledge of SEO who might find the following information useful.

But first, what is SEO?

According to Wikipedia it is:

“...the process of improving the visibility of a website or a web page in a search engine's "natural," or un-paid ("organic" or "algorithmic"), search results. In general, the earlier (or higher ranked on the search results page), and more frequently a site appears in the search results list, the more visitors it will receive from the search engine's users. ”

“As an Internet marketing strategy, SEO considers how search engines work, what people search for, the actual search terms or keywords typed into search engines and which search engines are preferred by their targeted audience.”

(Yes, it does sound confusing and complicated...)

What are the benefits of SEO?

A well implemented SEO strategy could help your website rank higher in search engine results (for example in Google) and so would make your business/services/products more visible and easier to find in the online space. This in turn could improve brand awareness, generate traffic, increase sales, improve reputation etc. by boosting the number of people who know about you.

The infographic below breaks down the key components of Search Engine Optimisation helping you gain a better understanding of the concept and giving you some ideas how to implement it.  

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Favourite Quotes from "On Writing Well" [Part 2]

[fa icon="calendar'] 24-Aug-2012 09:33:00 / by Iliyana Stareva posted in Writing

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Back to the subject of good writing, here’s the second part of my favourite quotes from each chapter of Zinsser's “On Writing Well” (check out part 1 here). One of the best advice the author gave encouraged me to keep on writing and helped me realise that I am making progress of becoming better at it: “... writing isn’t a skill that some people are born with and others aren’t, like a gift for art or music. Writing is talking to someone else on paper. Anybody who can think clearly can write clearly, about any subject at all.”

Chapter 13: Writing about Places: The Travel Article

“This is the essence of good writing about other countries. Distill the important from the immaterial... Beware of waxing. If you’re writing about places that are sacred or meaningful, leave the waxing to someone else.” 

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Changing People's Behaviour for Better

[fa icon="calendar'] 17-Aug-2012 11:19:00 / by Iliyana Stareva posted in Creative Campaigns

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I often come across brilliantly creative ideas and today I decided to share with you another great campaign that managed to change people’s behavior in a fun, new and unexpected way.

The Fun Theory, an initiative of Volkswagen, performed an impressive experiment to find out if people would choose the stairs over the escalator if there were a fun way of doing so. They succeeded. And they made people laugh.

What’s astonishing is that even after 3 years people are still talking about the campaign (I saw it in a tweet last week) and are commenting daily on YouTube, where it has ca. 18 million views. This only proves what an impact it has.

Enjoy the video! 

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Favourite Quotes from "On Writing Well" [Part 1]

[fa icon="calendar'] 08-Aug-2012 22:21:00 / by Iliyana Stareva posted in Writing

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I finished reading one of the books from  my summer reading list and I thought I'd share with you the quotes that impressed or impacted me the most. I am talking about William Zinsser's classic guide to nonfiction writing "On writing well" - an absolute bestseller. The book is easy to understand, its content flows and the author gives brilliant advice. As Zinsser puts it, this is a 'craft book' and I can only recommend it to anyone who wants to improve his or her writing. 

Below you'll find the notes I made for the first 12 chapters while I was reading book. The quotes I wrote down for chapters 13-24 I'll share with you in another post soon :)  

Chapter 1: The Transaction

“Ultimately the product that any writer has to sell is not the subject being written about, but who he or she is.”

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The Benefits of Using Social Media for Business

[fa icon="calendar'] 01-Aug-2012 21:52:00 / by Iliyana Stareva posted in Social Media

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For the past two months at my new job I have heard the questions  “How would social media prove useful for my business?” “Why should my business be on social media at all, what are the advantages?”; “Why should we put that required effort and what would the results be?” like a hundred times. Small as well as large, B2B as well as B2C companies want to know the answers.  

For every one of them it is of course an individual case – what one might benefit, the other might not. There are however some very sound ‘generic’ reasons that any business should carefully consider when making the decision whether to use social media for marketing or not.

To help you what to start with, I want to show you this infographic by Carousel30, which summarizes some of the findings of the 2012 Social Media Marketing Industry Report, conducted for the fourth time by Social Media Examiner (one of my absolute favourite social media experts that I eagerly follow and fully recommend).

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