Winning Customer Care

December 19, 2014




5 Questions to Ask Before You Launch a VoC Program

Successful brands hear what their customers are saying; they are paying close attention to the Voice of the Customer (VoC). Recent trends highlight an increased focus on initiatives to improve social listening, customer engagement and multichannel support.

For example, Gartner …

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In Blog, customer experience

woman-holiday-shopping-300

December 17, 2014




Tell Us Why You’re Joyful This Holiday Season

This holiday season we’re asking all of our fans and followers on our social media accounts (Facebook and Twitter) why they are joyful this holiday season.  We are asking everyone to use #OpsSummit and 10 lucky people could enter a …

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In Blog, Holiday 2014

June 5, 2012




4 Tips to Launch a Social Media Customer Service Program in Your Contact Center

The contact center industry has officially entered the next evolution of customer engagement and many are on a mission to figure out how best to implement these new and emerging technologies to service our digital customers. If your contact center …

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In Contact Center, Contact Center Resources

cell-3

December 10, 2014




Brands: Get in the Game or Get Played

Marketers, I’ve got news for you: Consumers are on to us. If it wasn’t bad enough that they’re constantly pulled in opposing directions – moving from device to device and channel to channel with essentially unlimited buying options – …

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In Blog, Ecommerce

mobile-commerce-mobile-apps-300

December 9, 2014




How to Capitalize on Your Mobile Shoppers Now

On Cyber Monday mobile devices were responsible for 28% of the day’s sales, an increase of 27% compared to 2013.   So, it seems like the only thing more popular than mobile shopping this holiday season is ugly sweater parties. This shift in …

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In Blog, Cyber Weekend 2014

June 1, 2012




Publisher’s Note: The Social Media Honeymoon Is Over

Mark Zuckerberg’s personal honeymoon is just beginning, but the romantic ride (historically granted to game-changing marketing ideas) for Facebook and other social media is coming to an end. Our Ecommerce survey results confirm that social media is rapidly growing …

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In Analytics, Social Media

June 1, 2012




Pinterest Top Social Media Choice to Engage Retailers

Consumers are using Pinterest more than Facebook and Twitter to engage with retailers, according to a joint study by Shop.org, comScore, and The Partnering Group.
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Social media is gaining traction …

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In News

germany-flag-button-300

December 4, 2014




We Wish You a Happy… Sinterklaas

In some European countries Christmas is not the only major holiday to be celebrated in December. In The Netherlands, Belgium, Luxembourg and parts of Germany, Sinterklaas (Saint Nicholas day) is celebrated in early December. Belgium, Luxembourg and Germany celebrate on …

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In cross-border, Ecommerce

pop-up stores, retail, Airbnb, amazon, kate spade, StoreFront

December 3, 2014




Five Top Logistical Factors for Pop-up Store Success

Just as ecommerce once disrupted the time-honored tradition of brick and mortar retail, pop-up stores are seemingly the new, trendy must-haves for ecommerce retailers themselves.

From Amazon to Kate Spade, retailers globally have hopped on the pop-up store hype train.

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In Blog, customer experience

cyber-weekend

December 2, 2014




What We Learned From Cyber Weekend 2014

Cyber Weekend 2014 ecommerce sales increased 12.6%, according to IBM’s real-time analytics.

That’s the good news.

But because Cyber Monday sales only rose 8.5% this year, and shopper traffic from Thanksgiving Day through Sunday dropped 5.2% from 2013, there’s widespread panic in Overreactionland.

But so …

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In Cyber Weekend 2014, Ecommerce

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