2015

December 31, 2014




In 2015, Technology Catches Up with Cross-channel Marketing

For years, marketers have had two goals. They wanted to truly be able to engage with customers uniquely, based on both their interests and their value to our retail brand. They have also wanted to manage that conversation across every …

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In Blog, marketing

10_years_ecommerce_300

April 17, 2013




B2B Marketers Need to Step Up Their Social Media Game

A new report has found that when it comes to social media, the business-to-business community is still trying to find its footing. According to this infographic created by B2B Marketing, only 38% of B2B companies have a defined social …

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In B2B, Ecommerce

April 2, 2013




3 Critical Steps to Avoid Social Media Meltdowns

Someday, somewhere, somehow, every retailer will deliver a bad customer experience. Products disappoint, a customer service representative has a bad day, ordering snafus occur; it happens. But in today’s socially-connected world, one customer’s small disappointment can turn into …

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In CRM, Ecommerce

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

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% …

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In Contact Center, Customer Service

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

social-media-icons-ipad-300

March 17, 2014




How to Master the Art of Social Commerce

The world of commerce produces an endless cycle of change and progress that forces companies to keep up or risk being left behind. At first having a brick-and-mortar store was enough to attract customers and generate profits, but as sales …

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In Marketing, Social

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