Despite the growing maturity and popularity of e-commerce, retailers still struggle with high levels of shopping cart abandonment. According to BI Intelligence, approximately $4 trillion worth of merchandise will be left in online shopping carts this year, leaving businesses to seek new ways to engage customers and increase conversion rates. In the midst of this challenge, Ninewest.com, the e-commerce branch of the women's shoe and accessories company, is enjoying success with LivePerson's digital engagement solutions.
Change is an unstoppable force. The more we try to stick to outdated practices of the past, the more it hinders our progress. Mobile technologies and social media have opened up new avenues for interaction and customer engagement. This shift in customer preference means that businesses need to connect with their customers in the way most convenient for them without losing sight of personalisation. Hence, traditional methods of customer service are being replaced by the ability to connect on social media that has enabled open-ended, two-way communications through which customers can provide feedback throughout the entire customer experience.
The new personal care budgets of the Care Act offer a unique opportunity to change the care system for the better, for ever. Finally we have a tool to safely transfer power and choice from the state to the consumer moving them from passive recipients of care to active consumers, shaping the market through their buying power to deliver a new range of support and services. Research is consistently demonstrating these budgets free both the state and the recipients from high cost, conventional support and services and have the power to unleash self management with lower cost and better menu of support and services. So why do local authorities struggle so much to just ‘make it happen’?
In recent years, a plethora of awards have been handed to outstanding Australian small business to recognise them for the roles they play in the economic development of the country. This type of recognition for homegrown suppliers, firms and online retailers remind consumers and B2B customers of the contribution they make towards the business ecosystem. It also encourages a culture of support for small businesses across a wide range of sectors. While most of us shop at big box retailers, we still appreciate the small, boutique shops that offer customised goods peppered with a touch of personalised services. Oftentimes, the products and services we receive at these local shops are of higher quality and inspire more loyalty. This also rings true online.
The extent to which a paywall has changed life at The Sun is quite remarkable. Last weekend, fingering Twitter, I saw that The Times and Sunday Times is offering a free iPad Mini to anyone taking out a premium subscription. This intrigued me and I looked further at The Times member page, a more advanced product than The Sun when it comes to paywalls at News UK, having been in place for a while longer. I saw a lot of features that I take to be trends in publishing strategy, customer support and web design. Here they are...
Customers want to be left alone to self-service online but also want instant help when they’re stuck. Tony Heyworth, international marketing director for LivePerson, addresses how brands can best manage this delicate balance in online customer service.
Live customer engagement technology allows consumers to chat live with brand representatives on e-commerce websites, but outdoor gear supplier Backcountry Inc. has taken the concept a step further by turning their reps into a different kind of sales force—“Gearheads,” outdoor specialists who consumers are excited to engage with and learn from.
1to1 Media's Tom Hoffman speaks with Rob LoCascio, Founder and CEO of LivePerson, about the evolving customer journey from analog to digital along with best practices for engaging with customers based on their preferences.
Just a decade ago, the dynamic between company and consumer was relatively fixed. If a consumer was unhappy with a company’s customer service, the rule of thumb was that they would tell maybe 10 friends at most, with little to no impact on a company’s reputation or business.
We’re seeing that dynamic get flipped on its head, as Comcast recently found out when a negative customer service call went viral earlier this summer. The power has undisputedly shifted to the consumer.
A digital first – regardless of age or what generation they identify with – is a state of mind, where the initial impulse is to read, shop, and connect via digital, first. This is an expanding segment of consumers that are tech-savvy and connected at all hours of the day. While they demand control and privacy, they also value personalised treatment from brands. Digital firsts also demand convenience, they want attention, exactly the moment they need help, in their channel of preference. Brands that don’t keep up may lose these consumers forever.