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  • Notice: Trying to get property of non-object in engage_alpha_preprocess_page() (line 224 of /liveperson/code/server_drupal/html/sites/all/themes/engage/preprocess/preprocess-page.inc).
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  • 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…
  • Wednesday, Apr 22, 2015
    Customer experience is at the forefront of brand strategies. Last month, LivePerson sponsored the Next Generation Customer Experience conference in San Diego, presented by Worldwide Business Research (WBR). More than 100 marketing and CX professionals came together to explore how brands could better their own customer journeys and dive into future trends and emerging technologies.  It was the perfect opportunity to find out what’s next for CX?
  • Monday, Apr 20, 2015
    Integrating new employees from a recently acquired company is stressful for all parties involved. Besides the fundamentals that have to be sorted like payroll, benefits and business systems, cultural integration is just as vital to a successful merger. Culture is the fabric of how a company operates and how employees interact with one another, their customers and the community at large. So when a new company is brought into the mix, there is undoubtedly some adjustment as everyone is feeling out the new rules of the road.
  • Wednesday, Apr 15, 2015
    Happy tax day! Did you have to call the IRS this tax season? How was your experience?  According to the Washington Post, “About half of the 100 million or so people who will try to call the IRS this year probably won’t get through. The agency reckons that even those who do will have to wait 30 minutes or more.”
  • Tuesday, Apr 7, 2015
    You know that feeling in the pit of your stomach when you can’t stop laughing? Any day that I am cleaning mascara off my cheeks from tears of laughter is a good one in my book. Not only does laughter pick up your mood—it improves your heart health, according to U.S. News Health. It’s no wonder that we instantly connect to brands that make us laugh-- I’m thinking brands like Doritos, Taco Bell, and Kmart. We also remember the brands that make us feel, for better or worse. While much of the response was negative to Nationwide’s 2015 Super Bowl commercial, it was one of the most talked about and remembered ads this year because of the emotional response it provoked.
  • Thursday, Apr 2, 2015
    Fashion trends, beloved bands and some of our favorite TV shows fade away, only to make a comeback years later. Hence the thunderous return of high-waisted jeans, wayfarer sunglasses, the cat eye, neon jelly bracelets and Paul McCartney. (I wonder if shoulder pads will ever be cool again … hope not!) For business, customer service is making a comeback—it’s become one of the most critical factors along the path to purchase and brand loyalty.  

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