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  • 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                                                                                                     
  • 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.

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