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NICE inContact February 12 webinar
Beyond the Shopping Cart: Top Tech Solutions for International E-Commerce
February 15, 2020
The Internet has made convenience a top consideration for consumers when it comes to browsing and making purchases. This trend has led to more consumers opting to shop online. As a result, retailers are racing to make their products readily available. With U.S. e-commerce sales increasing by 17 percent in Q3 2019, it's clear that the competition for online dollars has become intense.
Customer Retention Blooms Again
February 12, 2020
Brightback recently published a report on customer churn and what more than 400 subscription companies say they're doing about it. Its findings are in line with many other sources, and the data deserves an examination. First of all, we're way past the point where subscription companies can expect to sign all of the new customers they need to replace those that decide to end their relationships.
5 Ways to Optimize B2B Customer Experiences
February 10, 2020
You just started your Software as a Service company. With hard work and dedication, you've created a solid product that solves the challenges your business-to-business customers face on a daily basis. With any new product, questions arise on how to get the most from it. Your customers want the best experience possible, and they turn to you to deliver that experience.
3 Ways to Build Positive Relationships with B2B Customers
February 4, 2020
For most businesses, meeting target sales goals and key revenue metrics are top priorities. While building positive relationships with customers is important, it isn't the easiest metric to quantify. For this reason, many companies end up ignoring the work it takes to build relationships with customers, and begin to focus on other, more easily-tracked metrics like deals closed and upsells.
Fulfillment Cost-Cutting: Where, When and Why
February 1, 2020
E-commerce companies have seen phenomenal growth, thanks to the ease of starting a business in the digital sphere and to cost-effective processes. However, these firms often struggle with order fulfillment, which is a core aspect of business for online merchants. Customs, duties, shipping expenses, rerouting fulfillments -- these are just a few of the reasons online retailers are losing profits.
Retention, Retention, Retention
January 25, 2020
It's hard to say with any specificity where the CRM market will move this year, but I'm a pundit so let me try anyway. After more than two decades, CRM has landed in the business landscape and spread out in impressive ways. When CRM emerged in the late 1990s social media didn't exist, and the idea of social networking was confined to a few papers from Harvard and other places.
6 Simple Steps to Improve Your B2B Customer Retention
January 21, 2020
The business-to-business buyer's journey is often difficult and long. The typical buying group for a complex B2B solution involves six to 10 decision makers, each of them bringing information they independently gathered to share with the group before making a decision. This information often opens the door for new suggestions, creating an even longer buying process.
The Million Dollar Hidden Opportunity for E-Commerce SMBs
January 18, 2020
Every successful, long-term business has a common denominator in training as it relates to online sales customer contacts. Notice I said "long-term." A great product or unique marketing effort can fall short when a customer contacts an employee who is ill-equipped to respond. Some 72 percent of online shoppers will return up to 10 percent of their purchases, according to the UPS Pulse study.
Business/Customer Sweet Spots: ECT News Roundtable, Episode 2
January 16, 2020
If you're a small business owner or a key member of an enterprise executive team, you want your firm to succeed. If you're a customer, you want to be treated well. Those goals are not diametrically opposed, but very often it seems that companies and customers are at cross-purposes. ECT News Network recently gathered together five technology experts who did some hard thinking on the subject.
Adobe Offers Experience Manager as Cloud Service
January 15, 2020
Adobe has announced the availability of Adobe Experience Manager as a Cloud Service for B2B and B2C companies of all sizes. The service provides "a globally scalable, agile and secure digital foundation that optimizes marketer and developer workflows across the entire content lifecycle," said Haresh Kumar, director of product marketing for Adobe Experience Manager.
Building E-Commerce Wave: Social Media Shopping
January 13, 2020
Consumers are on social media constantly, scrolling through posts. Many have begun clicking on brand posts and making purchases. "Social commerce is becoming increasingly popular for brands," noted Darin Archer, chief strategy officer at Elastic Path. "Even when the transaction itself may be happening outside the app, there's a much smaller gap between discovery and purchase."
Designing a Winning E-Commerce Customer Experience
January 11, 2020
An optimized customer experience can tip the balance toward gaining a purchase instead of losing a customer. Excellent CX has transitioned firmly from something nice to have to a business requirement. No matter how good a product or service is, the e-commerce Web and mobile design surrounding it will play a key role in maintaining engagement and ensuring consumers complete their shopping journey.
Chatbot or Human? Combine Both to Achieve Customer Service Success
January 7, 2020
Companies across industries are shifting toward an automated approach to customer relations. With the help of chatbots, businesses can reduce their customer service costs by up to 30 percent and save both employees' and customers' valuable time. In fact, many customers welcome chatbots in the customer service process. So, if chatbots offer all of these advantages, why not automate everything?
5 Transformational Customer Support Trends to Watch in 2020
December 28, 2019
"Digital transformation" has taken on multiple definitions, but one thing is for sure: Companies view it as a top priority, so much so that enterprises are projected to spend in excess of $2 trillion through 2019, according to IDC. This insurgence of digital transformation investments and prioritization has led many organizations to reshape their use of technology.
Shield Healthcare: Serving the Poor, Poorly
December 23, 2019
Sometimes when you tug on the thread of a small customer service failure, you unravel a big skein of much knottier problems. That happened when Shield Healthcare didn't send "Great Aunt Nelly" her shipment of medical supplies on time. There are many people like Nelly in the U.S. -- elderly and disabled folks who depend in part or entirely on government assistance to get by.
Paving the Way for the Next Generation of CX Services
December 16, 2019
In order to deliver superior customer experience, companies should combine human talent with technology, including much-needed digital expertise, to turn their current revenue and growth strategies into customer satisfaction. The companies that truly succeed engage their customers and strengthen their brands. Technology has changed consumer and business needs and expectations.
6 Customer Service Trends to Watch in 2020
December 12, 2019
The era of messaging and automation is upon us! The fundamentals of delivering a good customer service experience in 2020 will be much the same as in 2019: Customers will expect convenient in-channel resolutions that take little effort on their behalf. With the rise of friction-free, asynchronous and personalized private messaging channels, contact centers must adapt.
The Ever-Changing Face of E-Commerce: 1995-2020
December 12, 2019
E-commerce doesn't look the same today as it did in 1995. A company called "eBay" burst onto the scene that year, and Jeff Bezos shipped Amazon's first book order. That unleashed a flood of online shopping, and businesses and consumers never looked back. In the past two and a half decades, e-commerce revolutionized industries such as retail and supply chain.
How to Turn First-Time Holiday Shoppers Into Repeat Buyers
December 10, 2019
More shoppers. Increased sales. Larger orders. This year's five-day stretch between Thanksgiving and Cyber Monday left echoing "cha-chings" ringing through the retail atmosphere. A record 190 million Americans shopped during Thanksgiving weekend, and they're not done yet. This will be the first year that every day in November and December will surpass $1 billion in online sales.
For Some Sellers, Black Friday Was Beige
December 6, 2019
If Black Friday is the biggest sales day of the year, is it necessarily the best? For many small merchants, it seemed Black Friday was more beige than black. Black Friday is the biggest sales day of the year, but it's often dominated by massive merchants. For smaller businesses, there are other peak sales days that might be better suited to their unique positioning.
SMBs Enjoy Online Surge on Small Business Saturday
December 3, 2019
While many retailers mull the takeaway from this year's Black Friday Cyber Monday shopping event, others may be more interested in the action that took place on Saturday. Online shoppers on Saturday spent $3.6 billion dollars at both large and small retailers, reflecting 18 percent year-over-year growth and setting a new sales record for the day, according to Adobe Analytics.
Crowdsourcing, Drones, and Why I'll Never Buy a Bugatti
December 2, 2019
Amazon has taught me I don't have to wait for my next two-pack of ravioli cutter stamps, so if you can't get them to me in under two hours, I know someone else who can. It's 2019, and customers want what they want, when they want it. The global last-mile market is expected to hit $55.2 billion by 2025, up from the current $30.2 billion, and it's no wonder.
Keeping the 'Service' in SaaS
November 20, 2019
In today's highly competitive B2B software industry, it's not enough to staff a call center and sit back and wait for customers to reach out when they need you -- it's imperative that you take the initiative. When customers have so many solution vendors to choose from, service becomes a strategic differentiator to set your company apart from the crowd.
The Rise of D2C
November 18, 2019
Direct-to-consumer commerce, or D2C, is on the rise. Increasingly, consumers are expecting to interact directly with the companies that market and manufacture products. "Direct-to-consumer commerce has been enhanced by the explosion of the Internet. E-commerce provides a more convenient and frictionless buying experience," said Peter Edlund, chief solutions evangelist at DiCentral.
Google to Offer 'Smart' Checking Accounts
November 14, 2019
Google plans to launch checking accounts next year. "We're exploring how we can partner with banks and credit unions in the United States to offer smart checking accounts through Google Pay, helping their customers benefit from useful insights and budgeting tools," a spokesperson said. "Our lead partners today are Citibank and the Stanford Federal Credit Union."
The Rise of Technology in Scaled Event Marketing Programs
November 11, 2019
The amount of data we create each day is astronomical. The digital universe likely will reach 44 zettabytes in 2020 -- 40 times more bytes than there are stars existing in the observable universe. To say that's a lot of data is a colossal understatement -- but is this truly surprising? After all, we can take phone calls from watches and stream music from refrigerators.
Retailers: Prepare Now for Holiday Outages
November 4, 2019
In the age of fast shipping and one-click ordering, a single technical glitch can be detrimental to retail sales. A server outage during the holiday season could be a critical issue. Target is a prime example. Its in-store registers and online services were down for a few hours as recently as September. Target's payment-processing system was down for more than a day in June.
Do Your Customer Journeys Have Dead Ends or Dead Spots?
October 29, 2019
It's easy to take things you see every day for granted. We take the sun rising and setting for granted, for instance, and that's a good thing, because it helps us organize our lives. However, in business taking things for granted is a hazard. Change is everything these days, and that means the concepts you take as constants may not be as constant as they seem.
5 Things Retailers Can Do Now to Avoid a Cyber Monday Disaster
October 29, 2019
We may just be turning the calendar to November, but if you're like most retailers, you're already deep into planning for the gift-giving season. Black Friday and Cyber Monday are circled and starred as you anticipate, with a mixture of excitement and trepidation, the spike in sales and massive increase in traffic to your website and mobile app -- with good reason.
Bob Stutz, CRM Nomad
October 24, 2019
Bob Stutz is a great guy. I have interacted with him occasionally over the years in his various senior postings throughout the CRM industry and always found him to be kind, generous and thoughtful. Last week he announced he was leaving his position as head of the Salesforce Marketing Cloud, which he's been at for four years, and taking a job as President of SAP's CX effort.
See More Articles in Customer Experience Section >>
Salesforce is a Leader in the Gartner Magic Quadrant 2019 for Digital Commerce
How concerned are you about online disinformation during the U.S. presidential election cycle?
Very concerned -- Internet companies haven't done enough to address the issue.
Very concerned -- there's really no effective way to counter it.
Somewhat concerned -- companies have stepped up to lessen the impact.
Somewhat concerned -- voters are less naive this time around.
Not at all concerned -- the threat is overblown.
Not at all concerned -- voters have learned to fact-check for themselves.
NICE inContact February 12 webinar