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Customer Experience

The Future of Digital Engagement: Shep Hyken on Exceptional Customer Service [Series]

Digital engagement is transforming customer service, and elevating the expectations of online and cross-channel shoppers. LivePerson interviewed 10 respected industry experts to help us evaluate oncoming trends and predictions for the coming year.  This is the second post in our series, spotlighting insight from Shep Hyken (@hyken), New York Times and Wall Street Journal bestselling author, and Chief Amazement Officer at Shepard Presentations, on the importance of customer care and service.

The Future of Digital Engagement: Larry Freed on Omnichannel Customer Service [Series]

Digital engagement is transforming customer service, and elevating the expectations of online and cross-channel shoppers. LivePerson interviewed 10 respected industry experts to help evaluate trends and predictions for the coming year.

Gone in 76 Seconds – The Window of Customer Loyalty

This week, LivePerson announced the results of its second annual “Connecting with Customers” research, a comprehensive look at the online trends and consumer behaviors that are shaping today’s digital exp

How to Lose a Customer in 76 Seconds or Less [Infographic]

Research indicates that many consumers won’t wait more than 5 minutes to get help in store before they walk out.  How long are consumers wil

Driving Digital Adoption = Happier Customers at Lower Cost

Empowered, disappointed, yet savvy and with spending power of almost $200 billion a year, Generation Y (roughly 72 million people born after 1980) i

The Future of Digital Engagement: 10 Thought Leaders Share Predictions for 2014 [Series]

Digital engagement is transforming customer service and elevating the expectations of online and cross-channel shoppers.

eCommerce Leader Pushes Boundaries with High-Touch Engagement

Here on the Connected Customer blog we talk a lot about the importance of providing your customers with truly excellent customer service through real-time human assistance, personalization and multi-channel strategies. It’s always exciting when we see online and offline retailers invest in new ways that push customer service boundaries even higher. For example, today we were really excited to see news about Amazon’s new feature in their latest Kindle Fire: the Mayday Button. Even more interesting is that it seems that more and more top digital brands like Amazon are looking to differentiate their brand through innovative, meaningful service, not just exceptional product. “Mayday” is actually being featured in headlines everywhere!

Connecting with Customers in a Competitive Marketplace: Spotlight on Australia

The declining performance of department stores and the growth in eCommerce have seen retailers realise exactly how critical customer engagement across multiple channels really is. With 32% of Australian consumers now spending as much online, as they do in store – according to the Connecting with Customers Report commissioned by LivePerson – retailers are starting to realise just how important a multi-channel customer strategy is to survival.

Confessions from a (Deflated) Shopper

Today I had a mission. 

It was my first time clothes shopping in one year and after seven months of wearing maternity outfits, I was finally ready to go out and buy some new post-pregnancy clothes.   Sadly, the day did not go quite as I had hoped.

How Do You Prefer To Connect with Your Bank? [VIDEO]

According to a report from Juniper Research, 590 million global mobile phone owners will use their device for banking purposes. In 2017, that number will exceed 1 billion.  In fact, “about one-third (32%) of U.S. adults, or 35% of cellphone owners, now bank using their mobile phones … and 51% of U.S. adults, or 61% of internet users, bank online,” (Pew Survey).

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