customer service, customer experience, call center, customer service reps

March 8, 2016




Customer Service in the Digital Age – How Much has Really Changed?

There has been a shift in perception of customer service as businesses across virtually every industry have undergone digital transformation. Nearly all of it falls within one of two buckets: For some, the digital age is a godsend for customers …

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In Blog, Ecommerce

February 17, 2015




The Power of Creative + Strategy in Driving Brand “Fame”

ON-DEMAND WEBINAR
The Power of Creative + Strategy in Driving Brand “Fame”
How do brands drive “fame” in the marketplace and cut through the clutter and noise? By creating best-in-class creative solutions that combine the traditional and the unexpected.

Working to …

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In Webinars

mercadolibre-300

April 5, 2016




2015 Was a Big Year for MercadoLibre

2015 was a big year for Latin American ecommerce marketplace Mercado Libre, and U.S. merchants looking to sell to consumers in Latin America need to take notice.

During its fourth-quarter earnings call, MercadoLibre said there were 128.4 million items sold through …

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In cross-border, Global

Newegg

February 24, 2014




Newegg Launches Canada Marketplace

Newegg has expanded into Canada with promises to fuel the company’s growth, according to a press release by Newegg.  Newegg launched the marketplace on Jan. 23.

The new marketplace will expand Newegg’s portfolio retail categories such as apparel, appliances, …

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In Ecommerce, Global

April Fools

April 1, 2016




Week in Review: It’s April, Fools!

Trader Joe’s is closing all its stores, and the sky is falling. April Fools’ Day came one day early for fans (like me) of the specialty grocer. But the joke was on Yahoo News, which posted the faux Trader Joe’s …

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In News, PR Newswire

Vermont Country Store

March 3, 2016




Vermont Country Store On Creating Agents as “Shopkeepers”

What does it mean to have your customer service representatives act not just as problem-solvers but as “shopkeepers” of your brand’s unique style?

Kara Soulia, director of operations, and Melissa Lackney, operations training and development coordinator for Vermont Country Store, …

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In Contact Center, customer experience

customer-satisfaction-300

March 30, 2016




3 Ways Brands Struggle with Personalization

Modern consumers have high expectations of the brands with which they do business. Given the impact of social media, user-generated content, mobility and an increasingly competitive online marketplace, it’s really not surprising. On the one hand, consumers are constantly …

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In Blog, Ecommerce

order confirmation email

February 25, 2016




How to Create an Award-Winning Email Communications Experience

In previous articles highlighting the awards, we’ve discussed how SmartHub Benchmarking calculates the finalists in the “Best Packaging” and “Best Shipping & Delivery” categories of the Excellence in Customer Experience Awards. Now we turn to the “Excellence in Brand Communications” …

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In Blog, customer experience

amazon-radio-shack

January 21, 2015




Can Amazon and RadioShack be a Match Made in Heaven?

Is Amazon bailing on its plans for a New York City showroom? And can RadioShack be the answer to Amazon’s omnichannel plans?

That and more, tonight, on… Okay, the lead is a little dramatic, but sometimes we need to have …

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In Blog, marketing

tmall-vs-jd

March 23, 2016




Tmall vs. JD.com: What’s the Difference?

If you want to sell cross-border into China via an ecommerce marketplace, it basically comes down to two choices: Tmall vs. JD.com.

George Gallate, CMO and EVP of Global Development for Merkle, says that with both of those options, …

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In cross-border, Global

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