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The Connected Customer Blog

Connected customers are customers that love your brand. They buy from you again and again; they spend more on your website; and they serve as brand advocates within their networks. The connected customer is eager to engage across multiple channels and devices. In the online marketplace, the connected customer provides the straightest path to success, paying dividends across the entire customer lifecycle.

Thursday, Jul 23, 2015

I could never define my company in just one word. There are so many descriptors that come to mind — connected, innovative, tech-savvy, fun...

So much time, effort and grit has gone into creating and maintaining our culture, vision, and processes. So, what’s behind the glass doors at LivePerson? Big-name publications like Forbes, Fortune, and Inc. have some answers in our latest headline roundup.

Wednesday, Jul 15, 2015

Typically, when a company hosts a group of businesspeople, it's all suits and ties. But when LivePerson hosted the US Israel Business Council (USI) Tech Series earlier this week, our CEO Rob LoCascio showed up in a Brownsville sweatshirt. Not only was it a shout-out to our community outreach program in the Brooklyn neighborhood (more on that later), but it reflected the entrepreneurial theme of the evening and our values and mission at LivePerson as well.

Wednesday, Jul 1, 2015

The power balance has shifted, and consumers realize they call the shots when it comes to getting what they want from brands. Get it right, and you win their loyalty for life. Get it wrong, and the consumer will not only take their business elsewhere, but they’ll encourage their entire network to do the same using social media’s massive megaphone, too.

Monday, Jun 22, 2015

On any given day, you can walk through one of LivePerson’s 12 offices around the world and find people meeting, collaborating, and connecting. Every so often, instead of seeing the standard meeting in our glass-walled conference rooms, you’ll see LP staff wearing matching bright-orange T-shirts. They aren’t listening to someone walk through a PowerPoint presentation or going through another spreadsheet. They’re painting.

Yes, painting. And drinking wine. In the middle of the afternoon. On a Tuesday.

Thursday, May 28, 2015

“The customer is always right.”

The phrase is so cliché that it now shapes our entire consumer experience, setting the expectation of a seamless, flawless, infallible world of near-royal treatment.

But what effect does this deeply ingrained business mantra have on consumer-facing employees? Where does that leave them? In the zero-sum game of consumer vs. brand, does that mean employees are always wrong? Have we completely abandoned any hope of employee satisfaction (ESAT) in favor of customer satisfaction (CSAT)?

Wednesday, May 13, 2015

Today's consumers are always on and expect immediate access to answers and information no matter where they are. But not all brands can deliver on this expectation. And a disappointed consumer can ensure a brand's downfall.

On the other hand, what do America’s favorite brands — think Amazon, Google, Macy’s, Airbnb, etc. — have in common? They’re on the cutting edge when it comes to a good customer experience.

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