mobile commerce, retail geo-targeting, social media marketing, customer reviews

July 13, 2015

4 Tips for Driving Offline Sales from Online

Advertisements and valuable content can bring your audience to your website, but what is driving them to your physical store? Even though customers are able to view and purchase items online, more than 90% of consumers are still more inclined to …


In Blog, Engagement

March 20, 2013

More Merchants Monitor Social Media than Offer Live Chat

More merchants are monitoring social media in the contact center than offering live chat, according to the results of the MCM Outlook 2013 survey.

According to the survey results, 46.5% of respondents are monitoring social media in the contact center, while just 21% …


In Contact Center, Customer Service


July 9, 2015

Capturing and Captivating the Impulse Buyer

Summer’s here and the time is right… for buying a new cooler. Your potential customer needs to replace his aging one, but how will you capture this impulse buyer? Back in the 90s, when he bought his aging one, he …


In Engagement, executive summary

packaging, retail packaging, ecommerce, ecommerce orders, premium packaging

July 8, 2015

How to Retain Loyal Customers with Premium Packaging

In the age of Instagram, appearances are everything and brand packaging is no exception. A brand looking to grow, reach new shoppers and retain a loyal customer base needs to go above and beyond with memorable packaging. This encourages consumers …


In Blog, customer experience

Branding, ecommerce branding, ecommerce, Patagonia, brand audit

July 6, 2015

5 Tips for Rethinking Your Brand Identity

With new, innovative brands hitting the ecommerce market, you may be thinking about how your business can stay ahead of existing and emerging competition. Nothing will cut through the market clutter better than a strong brand identity that your customers …


In Blog, Branding

Customer Service, customer service reps, social media, Twitter, Facebook, retail, Forrester, Conversocial, contact center, contact center agents

June 30, 2014

The Three Stages of Social Customer Service

How mature is your social customer service operation?

A recent study by Forrester Consulting, commissioned by Conversocial, identified three stages of social customer service maturity.

Forrester found that companies using dedicated social customer service tools owned by the contact center – …


In CRM, Customer Relationship Management


June 26, 2015

Week in Review: Confederate Flags Pulled After Sales Spikes

The Confederate flag was in the news this week… a lot…

The controversy surrounding the Confederate flag spilled to ecommerce sites and shopping carts, as retailers scrambled to stop sales of the Confederate flag this week.

The bans have come …


In Ecommerce, Executive


June 22, 2015

5 Tips to Turn Followers into Buyers

Merchants today are all in some way using social media to leverage their brand and products, whether it’s through Facebook, Pinterest or Instagram, social media is becoming an emerging channel.

Lou Paglia, chief product officer and co-founder of customer …


In Marketing, Must Reads


June 20, 2015

Week in Review: Amazon Wants You to Deliver

Amazon is trying to make delivery even faster by turning the U.S. into a Nation of Couriers… Who needs drones when you can have an Uber-like delivery experience? You think that’s crazy? Just remember the Roadie and Waffle House …


In Ecommerce, Executive

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