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Win with Killer Content—What It Means for Customer Engagement

Over the past two days I had the good fortune to attend the Content2Conversion conference hosted by Content4Demand.

5 Ways to Alienate (and Lose) Your "Digital-First" Shoppers

Hi, I’m Erin—a “digital first” consumer. In my day to day, whatever I do, my reflex is digital, first. I click to read, click to explore, and click to buy.

Delight Your Platinum Customers When it Matters Most

As consumers we know that when we’re making an online purchase, we want the experience to be intuitive, easy, and quick. We want to be able to research and buy seamlessly… but there are a few critical circumstances where access to a support agent is necessary, and we want that support to be relevant, and in real-time.

While great self-service tools on your website may work most of the time, there are certain moments when your customers need digital support from a live person. According to LivePerson research, an overwhelming “88% say having live chat makes the digital experience better.”

Yet, many businesses still don’t have the live, human resources to deliver personalized chat to every customer. This is where the ability to intelligently (and proactively) prioritize certain customers in certain scenarios helps businesses align resources. We call it the high-impact scenarios. In the words of my colleague, Alon Waks, high impact customers have the “highest intent to purchase, are the most valuable and provide the most impact to your bottom line.”

5 Reasons Why Your Consumers Just Aren’t That Into You

Some might say that charming a consumer online is a lot like dating. Before deciding to spend money or time, customers look for defining brand qualities that will result in a long, mutually beneficial relationship. But, some brands are missing key points of interaction, and are consequently letting competitors step in and steal consumer hearts.

Today’s consumer is in charge of the buying journey, and they have more choices and higher expectations than ever before. Thanks to digital, the customer / brand relationship has evolved into something more—something more engaging, personal, and enjoyable.

What’s Next for the Future of Mobile Engagement? iBeacon and Beyond.

To date, many geolocation technologies have not lived up to consumer expectations. And worse, when not used correctly, it can feel pretty creepy. Before Apple’s iBeacon entered the digital tech scene, geolocation was not quite so sophisticated.

There have been many attempts by brands, some more successful than others, to leverage location-based technologies to drive foot-traffic, influence purchases and promote awareness.  Mobile apps like Foursquare, Google Latitude, or Gowalla came on the scene, merging the “offline” and online worlds via “check-ins.”

The True Cost of Free Chat Software

2013 Forrester research cites customer experience as more important than price when it comes to fostering loyalty, especially in financial and retail industries. As more and more customers prefer to engage with brands online via live chat, it’s critical that brands offer their high impact customers an effortless connection to sales and service teams in order to remain competitive in today’s online marketplace.

Though the notion of free engagement software is undeniably an attractive solution at first glance, decision makers need to understand that free software isn’t always the money-saver it appears to be. For example, most chat providers lack the most important component of digital engagement technology: intelligence.

The Omni-Channel Experience: How To Maximize Use of Your Mobile Marketing

If you run a business, regardless of industry, your consumers are likely multi-channel shoppers. In fact, many don’t see “channel” anymore. The day of the single consumer touch point is long gone.

Cyber Monday Results Are In: Shoppers Generate a Record One Million Digital Engagements

Last week saw a flurry of hype around the expected record numbers of shoppers going digital this year on Cyber Monday. Good news: the numbers are in, and consumers did not disappoint their favorite retailers. At figures north of $1.735 billion, some are calling it the biggest e-commerce spending day in US history. Not only did more consumers take to the internet and mobile devices to do their shopping, but here at LivePerson we also saw an important trend in behavior emerge as a growing number of consumers engaged with brands while shopping online.

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.

Why Google and Amazon are Betting on Live Digital Engagement

Products today are commoditizing at a rapid rate, shifting the battle for the consumer away from the latest product feature to the entire customer experience.  Leading brands are realizing that accessible, one-on-one engagement

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  • Over the past two days I had the good fortune to attend the Content2Conversion conference hosted by Content4Demand.
    May 9, 2014
  • Hi, I’m Erin—a “digital first” consumer. In my day to day, whatever I do, my reflex is digital, first. I click to read, click to explore, and click to buy. I also click to socialize, make professional connections, and even to date. My friends, coworkers, my mom, and even my favorite brands are just a click or touch away—and I want to be able to reach them whenever I want, in my channel of choice, which is obviously digital and never voice.
    May 7, 2014
  • As consumers we know that when we’re making an online purchase, we want the experience to be intuitive, easy, and quick. We want to be able to research and buy seamlessly… but there are a few critical circumstances where access to a support agent is necessary, and we want that support to be relevant, and in real-time. While great self-service tools on your website may work most of the time, there are certain moments when your customers need digital support from a live person. According to LivePerson research, an overwhelming “88% say having live chat makes the digital experience better.” Yet, many businesses still don’t have the live, human resources to deliver personalized chat to every customer. This is where the ability to intelligently (and proactively) prioritize certain customers in certain scenarios helps businesses align resources. We call it the high-impact scenarios. In the words of my colleague, Alon Waks, high impact customers have the “highest intent to purchase, are the most valuable and provide the most impact to your bottom line.”
    April 22, 2014
  • Some might say that charming a consumer online is a lot like dating. Before deciding to spend money or time, customers look for defining brand qualities that will result in a long, mutually beneficial relationship. But, some brands are missing key points of interaction, and are consequently letting competitors step in and steal consumer hearts. Today’s consumer is in charge of the buying journey, and they have more choices and higher expectations than ever before. Thanks to digital, the customer / brand relationship has evolved into something more—something more engaging, personal, and enjoyable.
    April 1, 2014
  • To date, many geolocation technologies have not lived up to consumer expectations. And worse, when not used correctly, it can feel pretty creepy. Before Apple’s iBeacon entered the digital tech scene, geolocation was not quite so sophisticated. There have been many attempts by brands, some more successful than others, to leverage location-based technologies to drive foot-traffic, influence purchases and promote awareness.  Mobile apps like Foursquare, Google Latitude, or Gowalla came on the scene, merging the “offline” and online worlds via “check-ins.”
    March 25, 2014
  • 2013 Forrester research cites customer experience as more important than price when it comes to fostering loyalty, especially in financial and retail industries. As more and more customers prefer to engage with brands online via live chat, it’s critical that brands offer their high impact customers an effortless connection to sales and service teams in order to remain competitive in today’s online marketplace. Though the notion of free engagement software is undeniably an attractive solution at first glance, decision makers need to understand that free software isn’t always the money-saver it appears to be. For example, most chat providers lack the most important component of digital engagement technology: intelligence.
    March 11, 2014
  • If you run a business, regardless of industry, your consumers are likely multi-channel shoppers. In fact, many don’t see “channel” anymore. The day of the single consumer touch point is long gone. Shoppers access commercial data through several channels during various stages of the buying cycle—and mobile is quickly gaining preference.
    December 18, 2013
  • Last week saw a flurry of hype around the expected record numbers of shoppers going digital this year on Cyber Monday. Good news: the numbers are in, and consumers did not disappoint their favorite retailers. At figures north of $1.735 billion, some are calling it the biggest e-commerce spending day in US history. Not only did more consumers take to the internet and mobile devices to do their shopping, but here at LivePerson we also saw an important trend in behavior emerge as a growing number of consumers engaged with brands while shopping online.
    December 9, 2013
  • 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. This is the first post in our series, spotlighting insight from Larry Freed (@larryfreed), President and CEO of ForeSee, on the importance of a focus on the customer experience that engages across all channels.
    November 21, 2013
  • Products today are commoditizing at a rapid rate, shifting the battle for the consumer away from the latest product feature to the entire customer experience.  Leading brands are realizing that accessible, one-on-one engagement is fast becoming an essential  part of the customer experience. Now more than ever,  we expect high quality, high-touch support and guidance during our online journey.
    November 8, 2013

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