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.”
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