LivePerson creates meaningful, real time customer connections that help businesses increase conversions and improve consumer experience.
Last week saw a flurry of hype around the expected record numbers of shoppers going digital this year on Cyber Monday. Good news: the numbers are in, and consumers did not disappoint their favorite retailers. At figures north of $1.735 billion, some are calling it the biggest e-commerce spending day in US history. Not only did more consumers take to the internet and mobile devices to do their shopping, but here at LivePerson we also saw an important trend in behavior emerge as a growing number of consumers engaged with brands while shopping online.
Digital engagement is transforming customer service, and elevating the expectations of online and cross-channel shoppers. LivePerson interviewed 10 respected industry experts to help us evaluate oncoming trends and predictions for the coming year. This is the second post in our series, spotlighting insight from Shep Hyken (@hyken), New York Times and Wall Street Journal bestselling author, and Chief Amazement Officer at Shepard Presentations, on the importance of customer care and service.