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.

LP Chat Block 2014

 
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Wednesday, Sep 10, 2014

More than 800,000 people take their own lives every year, according to the World Health Organization (WHO). That’s one person every 40 seconds. This is a frightening number.

But here’s the good news, according to the WHO, “Suicides are preventable.”

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Thursday, Sep 4, 2014

In its latest ad, the Royal Bank of Scotland (RBS) says: "Whenever you need us, we're here for you."

Today’s leading brands have gone customer centric. Especially within the financial services industry, banks must be accessible to their customers 24/7, on any channel, in real-time, at any point along the customer journey. One LivePerson customer, RBS, has committed to live web chat, 24 hours a day, and emergency cash services “for those OMG moments.”

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Digital Selfie Series

Wednesday, Aug 27, 2014

How many selfies have you taken this week? If you’re not a selfie-snapper, think about how many selfies you’ve seen pop up across your social feeds this week.

Now let me ask you this: If you were to snap a selfie of your business, would others “like” it? Would customers recognize and share the picture, or would they be unable to discern your brand among others in a crowded market?

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Digital Selfie Series

Thursday, Aug 14, 2014

Is data your “best friend” and “loyal companion?” In a recent assessment* of marketing, sales and customer service pros, about 21% said yes.

Yet, while some are strategically using data to personalize the customer experience online, others are stuck in what we call, a data debacle. More than half of survey respondents are only collecting basic data (such as full names and email addresses).

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Digital Selfie Series

Tuesday, Aug 12, 2014

Customers want to engage with a live person. They’re tweeting, chatting, calling, emailing – and each expects a personal, instantaneous response. In fact, the window of opportunity for a company to respond to a customer is less than 76 seconds. Wait any longer, and research tells us the customer has likely already moved on to a competitor.

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Digital Selfie Series

Friday, Aug 8, 2014

There’s a commonality among businesses that are truly making it big: they have mastered the omnichannel customer experience. Look at Amazon, Google, Facebook and Burberry. They’ve taken big strides to meet customers consistently across all channels—especially mobile. 

Unfortunately, a recent assessment conducted by LivePerson and  Retail TouchPoints found that only 22% of respondents said their service teams were truly omnichannel.

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