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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.

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Thursday, Jan 29, 2015

Today’s consumer is turning to digital firstit’s how they prefer to research, shop, bank, and be engaged. The benefit is companies can also use digital to better tie consumer activity to brand performance across all channels.

If you’re looking to prove the return of your digital engagement strategy, we have some insight and actionable tips.

The American Marketing Association will host the live webinar, Return on Engagement: Understanding the Business Value of Personal Connections, sponsored by LivePerson, on Tuesday, Feb. 3 at 12 p.m. CST. Join me and Christian Bailey, director of strategy for Anvil Media, as we zero in on the bottom-line impact of an intelligent digital engagement strategy.

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Wednesday, Jan 28, 2015

From leadership to employees and customers, audiences are the heart of every business. And as more business happens via digital, it’s even more important for people to feel like they are at the heart of your business.

Growing your brand’s proprietary audiences and focusing on that human relationship is hard work. It can’t just happen overnight. It must be a company-wide effort, and the results … are worth it. According to Bain & Co., a 10 percent increase in customer retention levels results in a 30 percent increase in the value of the company.

In this blog series and podcast, you’ll find our discussion around getting to know your audience, and growing that audience from first-time visitors to engaged brand advocates. This first post highlights how to define your audiences, along with details on creating a truly engaging experience.

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Wednesday, Jan 21, 2015

Today’s consumers are pretty savvy and very self-sufficient when it comes to digital shopping. But we’ve all had those “uh oh” moments when we hit “check out” too soon, or couldn’t find an answer after scouring an FAQ. Call it a first-world problem, but during our digital shopping adventures, we’ve all had moments where we needed a live person.

Chat agents are on the frontline of customer service and have heard a little bit of everything, from run-of-the-mill support issues, to some pretty wacky requests. But often, for a customer in a crisis, a live person can save the day.

Read our top five cases where a digital helping hand resolved real-time life crises in 2014.

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Wednesday, Jan 14, 2015

In today’s ceaseless quest to stay ahead, a prized attribute for many companies is innovation. Successful companies know that a culture of true innovation comes not from its leaders, but from its employees.  

Understanding that employees are a company’s most valuable asset comes first. How can leaders ensure that employees are engaged, and take personal ownership in the company’s success?

Companies often miss the mark in understanding how to invest in people as their most valuable asset. One of the secrets can be found when you ask your existing employees to explain what they love about their job, and more times than not the response is along the lines of “I love the people I work with!” The path to building a strong culture is to pause for a moment and ask what experiences are you willing to invest in to create more meaningful connections between employees to strengthen their relationships with one another.

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Tuesday, Dec 23, 2014

The holiday shopping season got off to a strong start this year with Thanksgiving Day, Black Friday and Cyber Monday all reaching new records, with an increase in online sales at 32 percent, 26 percent, and 17 percent respectively. Online traffic is growing leaps and bounds, but does Cyber Monday’s digital growth, seemingly stunted compared to its offline counterparts, spell disaster for the cyber-centric holiday? Not exactly.

According to Adobe’s 2014 Digital Index Online Shopping data, Cyber Monday online sales in the U.S. totaled $2.65 billion, overtaking last year’s Cyber Monday as the biggest online shopping day in history. While many observers, from journalists to analysts, have speculated the death of Cyber Monday, we think the data tells a more valuable story.

Cyber Monday is not dead, but as consumer preference shifts, the concept is becoming obsolete and brands will have to adjust. The term “online shopping” is becoming redundant terminology for “shopping,” period. This is because the gap between online and offline consumer behavior is closing.

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Monday, Dec 22, 2014

As I watched 300 volunteers assemble Thanksgiving meals, load trucks, and hand-deliver boxes for FeedingNYC on November 25th, I fully understood LivePerson’s mission to create meaningful connections. Volunteers gathered as early as 5:30 a.m.—some even worked overnight shifts—at Chelsea Piers to pack and load individual boxes of turkey, stuffing, cranberry sauce, corn and apple juice, for families in need across New York City. By 11 a.m., six trucks and vans of volunteers were on the road with 3,100 boxes for delivery at 39 shelters partnered with Women in Need, Jewish Federation, Catholic Charities, and City Harvest, in Manhattan, the Bronx and Brooklyn.

While my team created an assembly line from moving the 738 boxes off the trucks onto dollies to eight shelters in Brooklyn, several shelter recipients showered us with gratitude for our time and dedication. After delivery completion, my team met with the shelter directors who discussed how their services, including domestic violence outreach and workforce development, impact local communities.

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