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  • Tuesday, Nov 18, 2014
    Today’s always connected digital experience enables consumers to search online for anything, at anytime, and access millions of results—then instantly make a transaction. This is where the brand challenges (as well as the opportunities) begin. Being part of the digital ecosystem requires businesses to play by a variety of customer-driven rules of engagement. One of the most important rules of engagement is hiring and growing a team of talented chat agents. These employees are charged with personally nurturing customer relationships and providing a best-in-class customer experience. The benefits of an all-star agent team truly impact bottom-line business results.   
  • Thursday, Nov 13, 2014
    Last year, holiday shoppers spent $46.5 billion online, according to comScore. This year, it’s forecasted that holiday spending will hit $616.9 billion in total, said Marketing Land. See LivePerson’s infographic at the end of this post for more holiday spending trends. Numbers tell a story, and it’s clear that the holiday season is the single-most important time of the year for big and small retailers alike. Many have already set holiday marketing plans in motion, but this year, it’s going to take more than shiny new collateral to break through the noise.
  • Tuesday, Nov 11, 2014
    Three days before Halloween, visitors to Taco Bell’s website and social media pages, including Facebook, Twitter, Tumblr, and Instagram, were greeted with a shocking message: "The new way to Taco Bell isn't on Twitter. It's #OnlyintheApp." In lieu of promoting its new mobile ordering and payment app, the Mexican fast-food restaurant wiped out its entire social media presence except for a single post with the hashtag #OnlyintheApp for three days. The app allows customers to conveniently pay for their orders with a credit card before they arrive to the restaurant. The social blackout is clearly a provocative call-to-action directing consumers to download Taco Bell’s app. But why did they do it and did it work?
  • Thursday, Nov 6, 2014
    As the air turned colder and fall settled in at the LivePerson headquarters here in New York City, I found myself turning to a movie that makes me appreciate this season like nothing else: a classic and personal favorite, You’ve Got Mail. The movie tells the story of two competing New York business owners who, unknowingly, develop a relationship online. The big business owner, Joe Fox (played by Tom Hanks) puts the small bookstore owner, Kathleen Kelly (Meg Ryan) out of business, unaware she is the same woman he is emailing and, subsequently, falling in love with. Once Joe learns her true identity, he grows concerned Kathleen will hate him should she discover who he is. In an attempt to win her favor, he explains his business decisions:  
  • Tuesday, Nov 4, 2014
    Data, data everywhere—so much of your customer experience may sink. The final pitfall along brands’ quest to customer loyalty is data overload.
  • Tuesday, Oct 28, 2014
    Beginnings take many different forms. Over the past few years, a spate of technology companies rushed to embrace the idea that they all started in someone’s garage. Indeed, for a time it seemed from the blitz of marketing campaigns that virtually every one of them could trace their beginnings to a garage.
  • Monday, Oct 27, 2014
    Brands in search of customer loyalty often want to start with VIP customers. Yet unfortunately, high impact customers are often left alone to wander your site, and drop off to a competitor. This brings us to the third pitfall along the quest to customer loyalty.
  • Thursday, Oct 23, 2014
    In 2005, Extraco Banks began to think outside of the box on how to interact and transact business with its customers. The bank studied other companies, including those outside of the financial services segment, with a goal of finding best practices that would differentiate it from competitors.
  • Monday, Oct 20, 2014
    Brand engagement is something that should concern not only enterprise leaders but also small businesses. Customers desire—or perhaps demand—meaningful connections across multiple channels. And despite the emergence of social media, company websites remain the number one channel for brand engagement.
  • Monday, Oct 20, 2014
    The buzz these days seems to be centered around findings from The Gartner Group, Bain & Company, and others that all point to the increasingly valuable revenue stream that stems from retention through customer loyalty.  

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