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4 Ways Intelligent CRM Can Help You Reach Tech-Savvy Millennials
March 18, 2020
Does your customer relationship management strategy have what it takes to reach Generation Y? It's estimated that by 2021, an additional $394 billion in revenue could be gained from artificial intelligence adoption in CRM activities in the U.S. As companies grow and technology evolves at a faster-than-ever pace, collecting, storing and providing data is becoming a bigger and bigger task.
6 Signs You May Be Ready for a CRM Switch
March 14, 2020
In today's evolving business environment, every operational decision is critical -- and that includes best practices for managing the customer journey. The CRM platform is an integral part of the process. In fact, 91 percent of companies with more than 11 employees use a CRM system. Because of the time it saves and the structure CRM delivers, it can seem daunting for businesses to make a switch.
Podcasting Around the Virus - and Beyond
March 10, 2020
Several conferences I was scheduled to attend have been canceled in the past week. All of the sponsors cited an abundance of caution in the face of the unknown consequences of coronavirus transmission and outright COVID-19 pneumonia. That's all to the good, but we need to get business done even in the face of the virus, because business has to propel itself forward or individual companies wither.
E-Commerce Deliveries: How to Master the Last Mile
March 6, 2020
If you're an online retailer, congratulations are in order. Online holiday sales grew 18.8 percent in 2019 compared with 2018, according to Mastercard. Armed with new systems and processes -- as well as lessons from the past -- etailers were able to fulfill more orders than in previous years. E-commerce business leaders are already thinking ahead to the 2020 holiday season.
Study: Fake Reviews Take Heavy Toll on E-Commerce
March 5, 2020
Product vendors are facing a growing negative reaction from consumers concerned about product quality and fake or misleading product reviews posted online, according to new research. A large majority of consumers polled said they would flee a brand if the manufacturer sold them poor quality products, ran dishonest or misleading ads, or was associated with fake or fraudulent reviews.
E-Commerce Payments Industry Trends to Watch in 2020
March 3, 2020
2019 was a milestone year for many in the payments industry, with contactless payments making up more than 50 percent of debit card transactions, and the good news doesn't end there. The consumer drive for seamless experiences is continuing to push the industry toward new innovations that will change the face of payments. So, what will 2020 hold for e-commerce and m-commerce?
4 Customer Service AI Applications That Work Today
March 2, 2020
The concept of AI improving emotional intelligence might sound like a paradox. A coded algorithm is not the most natural supplement to human empathy. Yet CX leaders understand that AI-powered technologies can transform the way businesses understand core audiences. Customer service agents benefit from real-time and historical sentiment analysis that takes the guesswork out of reading emotions.
Amazon Goes Big With Automated Grocery Store
February 26, 2020
Amazon has opened its first large-scale fully automated Amazon Go grocery store. The 7,700 square foot store, located in Seattle, offers baked goods sourced locally, fresh seasonal produce, meat, seafood and ready-made meals, as well as beer, wine and spirits. There are no cashiers. To make purchases, shoppers need an Amazon account and the free Amazon Go app.
The Architectural Imperative for AI-Powered E-Commerce
February 25, 2020
We've been promised, repeatedly, that AI would revolutionize e-commerce. Think about it for a moment. Has it lived up to expectations for you? If not, the problem may lie not in the technology you've deployed on your site, but in the architecture and data that support it. The effectiveness of AI-powered features ultimately depends on a high level of discipline about data and architecture.
2020: The Year for Custom CX and Privacy
February 24, 2020
With the introduction of the CCPA this year and GDPR in 2018, the age of data privacy has begun, bringing the opportunity for businesses to harness it to gain competitive advantage. There are both challenges and opportunities for those that aim to deliver superior CX while adhering to data privacy regulations. Data privacy protection concerns are driving new regulations around the world.
5 Tips to Get the Most Out of Amazon Vendor Negotiations
February 18, 2020
That time of year is upon us once again, and stress levels for Amazon vendors are starting to build. The arrival of spring means renegotiating your vendor terms with Amazon, which seem to grow stricter year-after-year. However, with more than 50 percent of all Amazon sales coming from third-party sellers, the pressure is also on for the other side of the table.
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.
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