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  • Thursday, Jan 29, 2015
    Today’s consumer is turning to digital first—it’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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • Wednesday, Dec 17, 2014
    What’s your company’s top priority? According to your customers, delivering a quality customer experience should top the list. In Forrester’s 2013 report, “Understand Communication Channel Needs to Craft Your Customer Service Strategy,” a staggering 71 percent of customers report that valuing their time should be a company’s number one priority. By instantaneously meeting consumers where and how they want to engage, proactive chat reduces the wait time for a customer service representative, compared to calling a brand’s 800 number. Driven by a commitment to delivering highly personalized digital engagements to each customer, LivePerson’s sophisticated data and intelligence platform, provides superior service to consumers throughout their online and mobile journey, whether in the form of proactive chat or targeted content. It’s time for companies to meet their consumers on this powerful communication channel. Forrester recently published “The Six Key Elements of Proactive Chat,” a comprehensive report by Kate Leggett that discusses how proactive engagements can differentiate the customer experience, next-generation strategies for proactive engagement, and a six-step process for deploying an effective proactive chat program.
  • Thursday, Dec 11, 2014
    Are you a digital first? And where do brands fit among the savvy, connected audience? Meet the “digital-first” consumer—a quickly growing audience whose instinct is always digital, first, whether it’s to explore a product, contact a brand, complain, connect with friends, watch entertainment or seek romance—the list is virtually endless. For many consumers, digital is the main and only channel used for everyday activities, replacing voice and in-person interactions. The digital first are a challenging breed. While they expect 24/7 access to brands when they need information or help, they don’t necessarily want the same to be true when it comes to brands contacting the
  • Monday, Dec 8, 2014
    The digital age is all about the customer. As paradoxical as it may seem, the latest in digital tech enables brands to insert a human, personal connection back into business. The same way our favorite barista knows our daily coffee order, so too can brands engage with customers in a humanized, meaningful way. If brands don’t step up and embrace consumer expectations, customers now have the platform and reach to let their concerns be heard.
  • Thursday, Dec 4, 2014
    On October 8, hundreds of e-commerce, customer service and marketing professionals joined to discuss the next wave of digital engagement at this year’s Aspire conference at the Duggal Greenhouse in the Brooklyn Navy Yard. Looking back on the event, our CEO said something in his welcome session that truly resonated with me. “When you think about most conferences, it’s all about the people presenting ... but here it’s all about connection.”    — Robert LoCascio, LivePerson Founder and CEO                                                                                                     

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