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Web Engagement News & Analysis

Social Media Briefs: YouTube Outage, Twitter Pulls a Plug, the Secret Lives of Pins

Kitten in the Spotlight.jpgThis week: More social media outages, LinkedIn revealed Showcase Pages and new insight into the value and lifespan of a Pinterest pin.

 

In Digital Experiences, Real Time Service Counts: LivePerson Study

What do customers want in their digital experiences? A new report from real time customer engagement firm LivePerson offers some answers.

How To Measure the Value of Internal Communications [Infographic]

All month long, we've been investigating the company intranet. We've defined it, considered its relevancy and secrets for strategic success, as well as examined a possible intranet identity crisis. But how do you measure its value — that is, how do you know if your intranet is working? 

Social Media Briefs: SnapChat Snubs Facebook, Tweets with Images Engage More

This week, social media is like a Bravo TV show  — one day a billionaire tycoon wants to own you; the next, you're caught up in a sex scandal.

How to Optimize Mobile for Holiday Purchases [Infographic]

shutterstock_160053263.pngOnly nineteen more days until Cyber Monday — the day when customers, hungover from Thanksgiving meals and recovering from Black Friday brawls, go online to finish (or for some, start) their holiday shopping. Each year the competition to offer the best prices gets tougher. Those who are able to optimize their mobile channels will be the most successful.

Is Your Customer Experience Ready for the Holidays? [Infographic]

shutterstock_160880540.jpgThe holidays are here. There are only 47 days until Christmas. And this year, the first full night of Hanukkah and Thanksgiving coincide for the first time since 1888.

For the holiday shopper, time is of the essence. For the retailer, if you're not prepared to handle Black Friday sales, Cyber Deals and last-minute shopping, you'll be hard-pressed to meet the needs of your customers. Most of them expect to find what they want, when and where they want it.

Social Media Briefs: Snapchat Wins, Facebook Loses, Instagram Gains

Snapchat is worth billions. Facebook loses teens. Instagram gains brands. Thinkr uses only #hashtags.

Chief Customer Experience Officers Challenged by Security, Generation Gap

consero_customersatisfaction.png There’s no doubt that there are a plethora of resources available to help customer experience executives provide extraordinary opportunities and competitive advantage. But what challenges do they face? Consero investigated these issues in its Fall 2013 Customer Experience Data Survey.

New Report Examines Global Trends in Customer Service

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A new report from Zendesk takes a closer look at some of the many factors that contribute to overall customer satisfaction.

What it found is that good customer service is universal.  No matter what country you're in, when you shopping or how you engage with a company, there are a few universal factors that are bound to influence your experience

Social Media Briefs: The Value of Pinterest, About.me's Collections, LinkedIn Intros

Customer Experience, Social Media Briefs: The Value of Pinterest, About.me's Collections, LinkedIn IntrosOne day you're worth $27 million, the next more than $3 billion. It's just another day, er, week in social media ...

Twitter isn't the only company discovering its value. This week, Pinterest confirmed that it had raised $225 million in a new round of financing that values the company at $3.8 billion. While that's a lot, what is most impressive is that its value grew so rapidly.

Free Wi-Fi Could Boost Retail Sales, Survey Shows

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There's no doubt mobile in the marketplace influences the way consumers shop. Whether they are using their smartphone to compare prices or pulling out tablets to access coupons and retail discounts, consumers are increasingly incorporating mobile devices into their shopping experiences.

However, using mobile devices in stores can present challenges, especially when the Wi-Fi signal is weak or nonexistent. So what effects does the availability of Wi-Fi have on the customer experience?

Characteristics of Great Customer Representatives [Infographic]

Within any company there are specialized roles. Engineers and designers are needed to develop and design products. Information technologists implement and manage complex systems. And customer call agents are tasked with answering customer inquiries and solving customer problems. But not just anyone can handle the complexities of a customer call center.

Empathetic Marketing Creates Emotional Customer Experiences

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Do you really know how to satisfy your customers' emotional needs? Just as you seek to discover what your customers want, it's essential to also identify the deeper emotion-based needs of specific audiences.

3 Tools to Monetize Mobile Content

What is the secret of success in mobile advertising? The traditional answer is banner ads. But up to 50 percent of clicks on mobile banner ads are accidental -- and the average click-through rate of display ads is just a fraction of a percent (0.1 percent)? Considering that more people are spending more time on their mobile devices, what can advertisers do to improve the outcomes of their mobile advertising campaigns?

Are You Prepared For the Age of the Customer?

There's the industrial age, the information age and now the age of the customer. Recently Forrester released two new reports that focus on how the age of the customer is poised to place harsh and unfamiliar demands on institutions, requiring changes in how they develop, market, sell, and deliver products and services and what we can do to leverage it for success. 

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