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  • Tuesday, Mar 17, 2015
    A few nights ago, at the tail end of one of LivePerson’s infamous in-office happy hours, we all piled in for a big group photo. Leaving the office was Barry Lamm, LivePerson’s Director of the Center for Excellence. It was a cold night in New York City and he was barely recognizable as he was bundled from head to toe-- hat, scarf, bulky jacket, multiple layers-- ready to confront the subarctic winter chill.
  • Tuesday, Mar 17, 2015
    Long lines are a buzzkill. They can discourage even the most enthusiastic shopper to abandon a purchase. Not surprisingly, the same goes for digital. In fact, it has been proven: In Forrester’s 2013 report, 71 percent of consumers said that valuing their time should be top-of-mind for any company. Arduous, time-consuming buying journeys are a deal breaker. While this seems like a no-brainer, a lot of companies are not getting it right when it comes to valuing their customers’ time. However, a few companies did go above and beyond—coming up with innovative campaigns and technologies that surprised and delighted their customers.
  • Thursday, Mar 12, 2015
    LivePerson is proud to announce the opening of its new Japan office! We’re joining the burgeoning tech scene of the Roppongi district of Tokyo, among other tech companies like Google, Apple, Lenovo, and Salesforce. As a company focused on providing brands with the tools to deliver the best possible customer service, we see an exciting opportunity in Japan, a country renowned for its tradition of superior customer service, or “omotenashi” in Japanes  
  • Tuesday, Mar 10, 2015
    If you visit any one of LivePerson’s offices around the world or talk to any of our employees, one thing is loud and clear. Our mission is to create meaningful connections—between our employees, our clients, and their customers. We have spent significant time and resources in fulfilling this mission internally which was elected by our employees in 2010. It is a rewarding journey, and along the way, we have created many connection stories with the people we worked with. We want to share our journey with you, one story at a time in our new series Living a Meaningfully Connected Culture.
  • Thursday, Mar 5, 2015
    Tipping is not expected in Japanese culture. Despite no monetary rewards, Japan is world famous for its exceptional customer service across industries. Before traveling to Japan, one Wall Street Journal reporter, “… was told by well-traveled friends to expect a level of customer service so polished and comprehensive that even the most basic transactions can take on a ceremonious air.”
  • Thursday, Feb 19, 2015
    LivePerson is proud to announce the opening of its new Japan office! We’re joining the burgeoning tech scene of the Roppongi district of Tokyo, among other tech companies like Google, Apple, Lenovo, and Salesforce. As a company focused on providing brands with the tools to deliver the best possible customer service, we see an exciting opportunity in Japan, a country renowned for its tradition of superior customer service, or “omotenashi” in Japanese. While omotenashi is a widespread philosophy in Japan, the concept of digital omotenashi—superior customer service in the digital space—is starting to take hold. We’ve already brought our platform to one of the largest banks in Japan, Mizuho Bank, and SoftBank Telecom, one of the largest telecommunication companies in the world, to help them deliver a personalized, human touch in their digital channels. And with our move into the mobile messaging space—it’s already high-demand in Japan—we’ll bring a whole new level to what it means to be connected.
  • Thursday, Feb 5, 2015
    Every interaction with your customer is a marketing opportunity, and some engagements are more important than others. The modern marketer has to be ever present in critical moments of impact during the buyer’s journey. My three-part series here on the Connected Customer Blog offers a few tips and insights on getting to know your audience, and growing that audience from first-time visitors to engaged brand advocates. This final post highlights the critical moments that matter along the nonlinear path to purchase. The first step in engaging the right consumer, at the optimal time, with the right message, starts with knowing what those pivotal moments look like.
  • Tuesday, Feb 3, 2015
    Today’s audience has changed. And no surprise: the customer journey has changed too. With the explosion of devices, channels and apps, there’s no universal leading path to purchase. In some pockets, the traditional funnel is still relevant, and for some it can guide a successful, linear customer journey. But, for most, the opportunity to be completely nonlinear is more present than ever. So, the question becomes, “how can brands adapt and maintain the advantage in a digital marketplace?”  
  • Thursday, Jan 29, 2015
    Today’s consumer is turning to digital first—it’s how they prefer to research, shop, bank, and be engaged. The benefit is companies can also use digital to better tie consumer activity to brand performance across all channels. If you’re looking to prove the return of your digital engagement strategy, we have some insight and actionable tips. The American Marketing Association will host the live webinar, Return on Engagement: Understanding the Business Value of Personal Connections, sponsored by LivePerson, on Tuesday, Feb. 3 at 12 p.m. CST. Join me and Christian Bailey, director of strategy for Anvil Media, as we zero in on the bottom-line impact of an intelligent digital engagement strategy.
  • Wednesday, Jan 28, 2015
    From leadership to employees and customers, audiences are the heart of every business. And as more business happens via digital, it’s even more important for people to feel like they are at the heart of your business. Growing your brand’s proprietary audiences and focusing on that human relationship is hard work. It can’t just happen overnight. It must be a company-wide effort, and the results … are worth it. According to Bain & Co., a 10 percent increase in customer retention levels results in a 30 percent increase in the value of the company. In this blog series and podcast, you’ll find our discussion around getting to know your audience, and growing that audience from first-time visitors to engaged brand advocates. This first post highlights how to define your audiences, along with details on creating a truly engaging experience.

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