Here’s a sobering thought from Bain & Company: “When we recently surveyed 362 firms, we found that 80% believed they delivered a ‘superior experience’ to their customers. But when we...
There are two primary concerns with resolving customer inquiries: speed and quality. You can’t waste your customer’s time, and you must solve their problem. These two concerns are commonly at odds with each...
As May flowers began to bloom in the Northern Hemisphere, our content dwelled upon expanding into the Brazilian ecommerce marketplace, growing the value of your ecommerce venture, and improving the...
An interesting Digital Exits study about investment into ecommerce businesses made its way around the web, taken from their original study, a couple months ago. Several articles have also been published recently that address...
Maybe investing in customer service is a waste of money that could be better spent elsewhere, like product development or marketing efforts. But does anyone who runs a business really...
In our predictions for 2015 ecommerce, we stressed the importance of focusing on the customer experience and have kept up that focus with subsequent posts in this first quarter of 2015.
One...
If you go to Forrester Research’s YouTube channel, you will find a playlist called Forrester’s Forum For eBusiness & Channel Strategy Professionals 2014. In that playlist, you’ll find twelve videos...
Earlier this year on the cleverbridge Ecommerce Blog, Elan Sherbill discussed the impact of customer experience on customer acquisition and retention. He listed the key components for ecommerce sites: an easy checkout...
If you sell software online, you need to focus on the customer experience to gain and retain more customers. 2015 is the year you’ll need to look beyond single transactions and figure out what their needs are....