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 – …

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In CRM, Customer Relationship Management

holiday-shopping-online-1-300

October 9, 2014




5 Lessons Learned from Previous Holiday Shopping Seasons

You did your due diligence, and created the ultimate holiday season plan for success. But a change happens in your supply chain. Or on Black Friday/Cyber Monday, you noticed a change in consumer shopping behavior. Or a mid-December blizzard …

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In Holiday 2014, Must Reads

October 28, 2014




5 Easy Ways to Make Returns Part of Your Holiday Season Game Plan

The holidays are around the corner, which means e-tailers need to get their business strategies in place now. But it’s not enough to just think about fulfillment and daily deals. Returns are as much a part of the holiday …

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In Blog, Holiday 2014

segmenting-target-300

August 26, 2014




Decluttering the marketing channels with personalization

With consumers dictating how, when and where they engage with retailers, marketers have less control over brand communication than ever before, making personalization key to delivering the most effective customer experiences at every touch point. Amazon has been a leader …

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In Channel Integration, Marketing

August 25, 2014




Looking at Marketing Performance from the Outside In

It has been said that ignorance is bliss. I am confident though that old adage doesn’t apply when it comes to measuring the performance of your marketing programs through the lens of your internal data only.

When reporting on …

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In Campaign, Marketing

JoeLezon_CTO-300

March 11, 2014




Alex and Ani CTO Talks Social Media, Superheroes, and Trumpets

NAME:  Joe Lezon
COMPANY:  Alex and Ani
JOB TITLE: Chief Technology Officer (CTO)

Here’s how social media helps me in my everyday life: It allows me to stay connected with friends and family, while at the same time providing relevant …

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In Follow the Leaders, Marketing

apple-watch-featured-image-300

October 24, 2014




Apple Watch Could Change Brand Marketers’ Timing

Last month, in typical fanfare, Apple announced the Apple Watch – the first wearable device from the company. As expected, the unveiling was followed by a wave of media coverage that analyzed every last inch of the new device from the …

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In Blog, Engagement

Mobile-Checkout

August 19, 2014




Retailers Say Hello to Next-Generation Personalization

Personalization in retail has become so established that many retailers have embraced approaches that are good enough. I see standard features like “you may also like” recommendations as “Gen 1” personalization using web cookies to establish product-to-product connections.

But the dramatic …

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In Ecommerce, Must Reads

August 18, 2014




Developing a Successful Brand Ambassador Program

One of the best ways to generate interest in your brand is to partner with brand ambassadors. These individuals are cheerleaders for your company — people with industry visibility who are keen to get your product in front of potential customers.

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In Marketing

Amazon, United Kingdom, Amazon UK, UK, same-day delivery, Royal Mail, ecommerce, ecommerce fulfillment, shipping/delivery, shipping, global ecommerce

September 30, 2014




Amazon 20th Anniversary Shows How Ecommerce and Marketing Have Evolved

Once upon a time, when mom-and-pop shops ruled the land, one-on-one relationships between retailers and customers were easy to nurture. Vendors understood their customers’ tastes and knew what they wanted and needed. But the advent of the big-box retailer turned …

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In Ecommerce, Marketing

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