The Connected Customer Blog
A - A - The Connected Customer
A - A - The Connected Customer
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.
The goal of the Connected Customer blog is to explore the true value of the customer connections by helping our own customers feel even more connected to the LivePerson brand, and to discuss solutions other businesses can implement to create better connections with their customers. Feel free to contact us at any time with questions or feedback.
When the latest season of Game of Thrones invaded television earlier this month, I was just emerging from my own trenches after launching a video interview with our CEO, Robert LoCascio, on the potential of human touch in driving digital engagement: The Human Touch – Gateway to Customer Loyalty. I could not have been in a more distant world.
Yet, I truly love Game of Thrones. For the unenlightened, it is about the struggle for power among noble families, juxtaposed against a fantastical backdrop that vaguely resembles medieval Europe—give or take a few dragons and zombie-like beings called White Walkers. Characters are complex, where almost none are truly good or evil, and dialogues are replete with wisdom.
While the number of takeaways from the epic fantasy is almost incalculable, I’ve narrowed it down to 3 that apply to driving customer engagement in our dynamic digital marketplace. SPOILER ALERT: continue at your own peril if you are not up-to-date with the series.
Shortly after getting married, when I was writing the thesis for one of my master’s degrees, my computer began to fail. Its processor had become exceedingly slow, lacking the horsepower to run many of the most recent word processing, spreadsheet, and database programs that I needed for my academic studies and to run a side business. It also booted from and stored data to a 5¼-inch floppy drive, which regularly failed.
We all know the feeling … ‘Did my last 3 pages of hard work save, or did I lose it all because of a computer issue?’ It’s agonizing!
With the explosion of digital channels, online reputation management (as well as high quality customer service) is more critical than ever. Customer complaints online spread like wildfire from one social network to the next. When someone feels as though they’ve been wronged by a brand they care about, they’ll go out of their way to share their negative feelings with as many people possible. Like it or not, social media has given your customers a massive megaphone with which to amplify their level of satisfaction about your brand.
Some might say that charming a consumer online is a lot like dating. Before deciding to spend money or time, customers look for defining brand qualities that will result in a long, mutually beneficial relationship. But, some brands are missing key points of interaction, and are consequently letting competitors step in and steal consumer hearts.
Today’s consumer is in charge of the buying journey, and they have more choices and higher expectations than ever before. Thanks to digital, the customer / brand relationship has evolved into something more—something more engaging, personal, and enjoyable.
Mathematician, painter, sculptor, architect, musician, inventor, anatomist, geologist, cartographer, botanist, and writer, Leonardo Davinci, the epitome of the Renaissance, possessed unquenchable curiosity unbridled imagination. These ideals were foundational pillars when two business partners—Bill Grodnik, CEO, and Martin Senn, COO, came together in 2005 to form Davinci Virtual Office Solutions.
To date, many geolocation technologies have not lived up to consumer expectations. And worse, when not used correctly, it can feel pretty creepy. Before Apple’s iBeacon entered the digital tech scene, geolocation was not quite so sophisticated.
There have been many attempts by brands, some more successful than others, to leverage location-based technologies to drive foot-traffic, influence purchases and promote awareness. Mobile apps like Foursquare, Google Latitude, or Gowalla came on the scene, merging the “offline” and online worlds via “check-ins.”