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.
Thursday, May 7, 2015
Small businesses are charming. They breathe life into local economies and add color to city culture. And it’s no wonder: With a small team, it’s easy to focus on people over product. SMBs don’t have to humanize operations, because it’s ingrained in everyday operations.
Monday, May 4, 2015
Your operations are locked up tight. Your employees have been thoroughly screened and require appropriate credentials to enter your facilities, which are, in turn, physically protected. Your website is encrypted. Your technology infrastructure has brand-name firewalls, DDOS blockers, load balancers, and more for first-rate security, scalability, and resiliency. You’ve built an impenetrable fortress, a veritable “Death Star” of a customer care operation. And yet…
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