The Recipe for a Perfect Frictionless E-commerce Experience
by Prasad Dhamdhere | April 5, 2017 | Customer Engagement | 0 comments

Nowadays, the concept of frictionless e-commerce is experiencing increasing chaos. Apart from businesses’ wishes to give a one-of-its-kind experience to customers, it also has to do with where consumers are in the e-commerce technology adoption curve. If some of the postulates of Everett Rogers’ technology adoption lifecycle have to be used, customers have moved past the “early adopters” stage. Now they Read more...

The Changing Contours of Customer Service: Nordstrom Cuts 106 Jobs
by Prasad Dhamdhere | April 3, 2017 | Customer Engagement, Ratings and Reviews, User Generated Content | 0 comments

Until a few years ago, a phone was the strongest link that connected customers with the customer service executive of the company. Even though that link is still very much prevalent today, its significance is on the decline. A survey by Desk.com, which took a look at service preferences across three demographics—Millennials (aged 18-35), Generation Xers (36-55), and Baby Boomers (56-65), confirmed Read more...

4 Must-Have Customer Engagement Strategies
by Prasad Dhamdhere | March 15, 2017 | Customer Engagement | 0 comments

While discussing customer engagement strategies, CRM Expert Paul Greenberg defined customer engagement as “the ongoing interactions between company and customer, offered by the company, chosen by the customer”. This is by far the most correct and “all-revealing” definition. The first part of this definition accurately pins down the importance of nurturing the customer relationship from the point that customers discover your Read more...

Bolstering Retention with Private Label Credit Cards in Loyalty Programs
by Eliza Fisher | February 24, 2017 | Customer Engagement, Customer Loyalty | 0 comments

A major focus of marketers has rapidly shifted from pro-customer to pro-customer choice. That's the reason why businesses opened their doors for all forms of payment modes along with becoming device-agnostic. Private label credit cards (PLCC), store-branded credit cards issued by a bank or commercial finance company, were an attempt to remold business by adopting that much needed pro-customer choice model as Read more...

The Receipt Data Aggregator: A New Data & Loyalty Opportunity for Brands
by Eliza Fisher | February 22, 2017 | Customer Engagement, Customer Loyalty | 3 comments

It's clear that the rapid pace of changes in tech has opened up new worlds for sellers. A few decades ago, e-commerce was unthinkable, while a few years ago it seemed crazy to shop from our phones, and now we can make purchases online just by speaking to robots. Thanks to a combination of tech innovations like these merchants of all Read more...